OMNITRACKER self service portal & mobile client for field engineers

Redesigned OMNITRACKER Self-Service Portal

&

Mobile Client for field engineers (use case)

15 October 2015, Brussels

OMNITRACKER Customer Day 2015

Agenda

1. Self-Service Portal

Introduction

OT Self-Service Portal

Redesigned OMNITRACKER Self-Service Portal

2. OMNITRACKER Mobile Client

Introduction

Use case: DETRON ICT Groep

Conclusion

3. Q & A

Introduction

Self-Service Portal

Self-Service

What is Self-Service?

Self-Service Portal

What is a Self-Service Portal?

“A self-service portal is a website that enables users—whether they are

customers, employees, suppliers, or partners—to perform high-value

transactions, from simple account updates to paying bills, managing

support tickets, and more.”

Broad concept which is not only limited to IT

Could receive a larger focus in IT environments

Service Desk entry points (registration)

Traditional 3 entry points:

Tele

phone • Unstructured

• Registration is time consuming forService Desk (SD)

• Low end-user preparation

• Limited control

• Classification by SD

• Only business hours

• Direct interaction

• Urgent issues

Ma

il • Unstructured

• Less registrationactions required fromSD

• Medium end-user preparation

• No control

• No classification

• 24/7 available

• No direct interaction

We

b S

elf-S

erv

ice

Port

al • Structured

• No registrationactions required fromSD

• High end-user preparation

• Full control: enforceddata input

• Classification

• 24/7 available

• No direct interactionrequired

Service Desk Entry points (cost per ticket)

Ticket registration ‘cost’:

All 3 options have their advantages

Best-practice is to offer all 3 options

We advise to promote as much as possible the usage of the web Self-Service Portal

High

Medium

Low

Telephone

E-mail

Web Self-Service Portal

Typical Self-Service Portal actions

Why a Self-Service Portal?

24/7 availability

Flexibility & control

Offload 1st line

ReducedCosts

Empowered End-Users

IncreasedCustomer

Satisfaction

Betteroverall Service quality

Always available

Creation of forms is

under your control

Mandatory fields

Tel calls are always

treated as prio 1

Peaks can be managed

Focus on their core tasks

More time & budget

Involvement

Create tickets

Check Status

Happier customers

Some advice / trends

Important that a user sees the added-value (customer experience)

30” rule: fast, clear and easy ticket registration

Educate and stimulate your end-users/customers

End-user does not think in processes or technology (fast & easy ticket registration)

Speak language of the end-user

Shared Service Center: one single SSP for IT, Facility, HR, etc…

Cross-platform availability (mobile)

OT Self-Service Portal

OMNITRACKER

Standard OMNITRACKER Self-Service Portal

ITIL v3 2011 differentiates

between:

Support (incidents)

Services (service requests &

service catalogue)

OT Self-Service Portal

‘Shop’: specific for customers

who have the Stock & Order

Management (SOM)

Application

Out-of-the-box OMNITRACKER (previous SSP version)

Redesigned Self-Service Portal

OMNITRACKER

Redesigned OMNITRACKER SSP

Redesigned OMNITRACKER SSP

Redesigned OMNITRACKER SSP

Tile-based redesign

Standard as from

OMNITRACKER ITSM v5.7

Redesigned OMNITRACKER SSP

Ticket overview

Redesigned OMNITRACKER SSP

Ticket creation

Redesigned OMNITRACKER SSP

New ITSM application out-of-the-box integrates an IT Web Shop

Redesigned OMNITRACKER SSP

Help

Redesigned OMNITRACKER SSP

From technical point-of-view:

Advanced web gateway

features (OT 10.5, Nov 15)

HTML (xslt) shell around the

OMNITRACKER core

CSS adaptations

New images

Redesigned Self-Service Portal - Future

OMNITRACKER

Future

Each new core version adds new web functionality

E.g. OMNITRACKER v10.7 will specifically focus on further GUI

enhancements, usability & ease of configurability

Future focus on topics such as:

Task integration (as explained in BPM session today)

Automation (as explained in BPM session today)

Mobile integration

Etc…

Use-case

Mobile Client for field

engineers

Mobile Client

OMNITRACKER Mobile Client

Available in beta version as of OT 10.4 onwards

Officially supported as of OT 10.5 onwards

Details covered during a Breakfast Seminar

Some customers already started implementing in 10.4

Mobile Client

OMNITRACKER Mobile Client

2. Web Portal functionality (for Field engineers)

2 main utilization domains:

1. Self Service Portal functionality (for end user support)

Mobile Client for field engineers

Use Case: Mobile Client(Pilot Phase)

Detron

Detron

Allround ICT Service Provider (NL) with a strong focus on the Mid and Enterprise Market

Detron performs interventions at customers site:

1. It is important to provide the engineer with the intervention data

2. It is important that engineer logs the needed data (for invoicing):

a) Travel time

b) Working time

c) Time Departure at Customer

d) Spare Parts used

Mobile Client is an ideal registration tool for the field engineers

Detron: Use Case

Implementation

Detron: Use Case

Implementation

Detron: Use Case

Implementation

Detron: Use Case

Implementation

Detron Mobile Client

Detron Mobile Client

Detron Mobile Client

Detron Mobile Client

Detron Mobile Client

Roadmap for Detron

Signature by Customer on the mobile device

After signature, print invoice (via Crystal Reports)

Mobile Client

Conclusion

Engineer has all necesary data by hand, can do his own manipulations

Via the Mobile Client it is very easy to register all needed data

All administrative work is done when leaving customer

Less administrative burden at the end of the day

Additional Activities/work orders are immediately visible for engineer and office

Real-time stored in the OMNITRACKER DB, immediately visible plus office is triggered

Better communication to engineer, office and customer

Sign Off is done by customer at the end of the visit:

Less discussions afterwards

Faster invoicing

Questions ?

Thank you for your attention!

OMNINET

OMNINET GmbH

D-90542 Eckental

sales@omninet.de – http://www.omninet.de

OMNINET Austria GmbH

A-1010 Wien

sales@omninet.at – http://www.omninet.at

OMNINET Technologies NV/SA

B-3018 Leuven

sales@omninet.be – http://www.omninet.be

OMNINET Nederland

NL-2517 Den Haag

sales@omninet.nl – http://www.omninet.nl

OMNINET Russia

RUS-Moscow 121099

sales@omninet.ru – http://www.omninet.ru

OMNINET GmbH (Schweiz)

CH-8808 Pfäffikon

sales@omninet.ch – http://www.omninet.ch

OMNINET USA

US-New York, NY 10011

sales@omninet.biz – http://www.omninet.biz