Custella · 2020. 12. 1. · Customer Use Cases: Emergency Services Custella manages orders, inbound and outbound shipments, inventory, partners, and the countries they serve, all

CustellaManages your field service teams for you

www.custella.com

Stop wasting precious time on scheduling and assigning tasks.

Get Custella to do it for you.

Did You Know?

“More than 60% of customers

have switched their service

providers in at least one industry

due to poor customer service.”

—Mordor Intelligence

"There is increasing demand to

increase productivity and reduce

operating costs. Players are

adopting field service management

solutions to enhance customer

experience, with customer

demands and the logistics of

managing field teams continuing to

increase in complexity."

—IT Tech Herald

As a result...

Custella Sdn. Bhd. © 2020 All Rights Reserved. This content is not to be distributed

https://ittechherald.com/2018/07/24/cloud-field-service-management-market-asia-pacific-estimated-to-emerge-as-a-lucrative-market-over-the-forecast-horizon/

What’s the ROI for My Business?

Routine/ mundane tasks

Job mismatch/ overlaps/ return visits

Travel time (mileage claims)

Time taken to schedule and assign tasks/ jobs

Coordination challenges

Complexity

Cost

Happy Customers


Custella’s Use CasesExplained...

Maintenance & Repair● Manage planning of Inspections at various locations e.g. person based on availability, skills, locations

etc.

● Manage various types of inspections types e.g. different forms

● Setup planned recurring maintenance session e.g. daily, weekly, monthly.

● Manage Ad/hoc scheduling for inbound request

● Attend to urgent/priority requests immediately

● Access customer records e.g. past visit notes and repair/parts history for better preparation

● Proof of completion with photo-taking and digital signature

● Visibility on real time location of technicians, check in/out status, routes taken as well as time spent on

the job

● Reporting of Job Orders completed for the purpose of claims, billing and other reporting required


Mystery Shopper● Manage planning of visits and “shopper” at various locations

● Inspection of products on vendor’s shelves e.g. quantity and price through checklist feature

● Capture ads, store display, promotions and validate your brand’s record by photo taking

● Check fulfilment of vendor’s contract terms using Customer 360

● Use “Customer’s nearby” to provide smarter planning for your “shoppers”


● Manage Ad/hoc scheduling for unplanned requests


● Access customer records e.g. past visit notes and history about interactions at locations

● Visibility on real time location of technicians, check in/out status, routes taken as well as time

spent on the job

● Reporting of Job Orders completed for the purpose of claims, billing and other reporting requiredCustella Sdn. Bhd. © 2020 All Rights Reserved. This content is not to be distributed

Survey● Plan scheduled and ad-hoc survey visits of agents e.g. person based on availability, skills,

locations etc.

● Automate and digitize survey completion by agents at location site & follow form prompts -

overcomes need for double entry (and delayed completion of this)

● Access location records (such as commercial property vs personal land) as well as access to

historical visit updates, photos and notes

● Leverage geofence & “customers near me” function to optimize agents utilization e.g. where time

is available and nearby location visits can be completed due to proximity.

● Determine post survey tasks immediately as follow ups e.g. creation/ rescheduling of tasks and

future recurring tasks e.g. visits

● Visit checklists management for efficient visit management and completion


● Automate scheduling of delivery orders depending on their available trucks (and types)

● Manage schedules based on truck capacity & utilization as well as location

● Route Planning, Analysis, and Optimization taking into consideration truck route restrictions and

conditions

● Utilization of geofence for planning and notification based on “violations” or “non-compliance”

● Automate & ease order (channel), planning and finally delivery & fulfillment tracking

Logistics


Stock Taking, Asset and Inventory ManagementIn addition to the planning and management of the agents, leverage some of the following:

● Leverage connectivity with RFID devices for quicker & easier asset verification/ management

across various locations from a distance vs individually scanning each item

● Asset tracking and tagging (e.g. TV, photo copy machine) based on location, building, floor,

room, sections etc.

● Quickly view total Matched, Missing and Extra based on that location.

● Manage inventory records & sync with master records in place


Building Management● Various locations in a single outlet or spread across multiple outlets

● Record using photo-taking the condition of the unit across several variables: plumbing leakage, wifi,

lighting, etc

● Update in real-time for prompt maintenance escalation until completion

● Customer portal for leaseholder to raise and track cases


Security & Safety Personnel Management● Manage schedule & planning of security personnel, equipments and vehicles in one app and

operate more efficiently

● Optimize and leverage savings based on shift management, route optimization (saving fuel &

time), smart assignment (ensuring better people utilization factoring skills, experience, availability

& location)

● Track time based engagement e.g. guards who check in/out at location for X number of hours

which provides data for billing customers

● Guards/drivers can check-in only within certain geofence radius (avoiding errors/ attempts of

dishonest practice)

● Validate mileage claims based on actual distance travelled


● Most apps are designed to save time and resources. Only a few can claim that they help save

lives. The field services app Custella is built to manage disaster relief supplies and teams is one such life-saving

app.

● When disasters strike, emergency response teams work with local partners to distribute medicine and other

resources to the people who need them most. Managing the logistics, shipping, and distribution of these teams and

resources is vital to ensuring that limited supplies are available to as many people as possible.

● Custella manages orders, inbound and outbound shipments, inventory, partners, and the countries they serve, all in

one application.

Emergency Services


Custella’s Use CasesExplained...

● Know where your drivers are during work hours, and the status of jobs for faster response, deliberation, and

streamlining efficiency.

● Stay up to date with alerts and notifications that keep you in the loop of what’s going on in your operations. It boosts

engagement that in turn strengthens client retainment rate.

● Comprehensive management through Custella’s end-to-end processing, you will have awareness and control from

order inception to delivery. That’s 3 stages in one application.

● Save time since the customary manual processes are automated and requires little-to-no conferring.

● Custella’s extensive dynamic reports such as the “standard

report” provides key insights that allow for an in - depth analysis

that will assist in monitoring the workflow.

● Delegating becomes as easy as a click with “Smart-Plan” that

requires reduced involvement. Manual control is also possible.

Customer Use Cases: Logistics


Customer Use Cases: Solar Panel Provider

● Checklist for routine inspection &

photo-taking as proof of job

completion and reporting

● Reporting automation from

manual process creation of reports

● Manage scheduling for technicians based on skill levels for their various inventory types

● Track technician’s KPI such as time taken to check and solve customer reported issues

● Automate maintenance schedule following specified SLAs


Customer Use Cases: Mystery Shopper (Stock/Order check)

● Manage planning of visits and “shopper” at various locations

● Inspection of products on vendor’s shelves e.g. quantity and price

through checklist feature

● Capture ads, store display, promotions and validate your brand’s

record by photo taking

● Use “Nearby Customers” to provide smarter planning for your

“shoppers”

● Visibility on real time location of technicians, check in/out status,

routes taken as well as time spent on the job


● Manage planning of Inspections at various locations e.g. person based on availability, skills, locations

etc.

● Manage various types of inspections types e.g. different forms


● Manage Ad/hoc scheduling for inbound request


● Access customer records e.g. past visit notes and repair/parts history for better preparation

● Proof of completion with photo-taking and digital signature

● Visibility on real time location of technicians, check in/out status, routes taken as well as time spent on

the job

● Reporting of Job Orders completed for the purpose of claims, billing and other reporting required

Customer Use Cases: Maintenance & Repair


● Plan scheduled and ad-hoc survey visits of agents e.g. person based on

availability, skills, locations etc.

● Automate and digitize survey completion by agents at location site & follow

form prompts - overcomes need for double entry (and delayed completion of this)

● Access location records (such as commercial property vs personal land) as well

as access to historical visit updates, photos and notes

● Leverage geofence & “customers near me” function to optimize agents

utilization e.g. where time is available and nearby location visits can be

completed due to proximity.

● Determine post survey tasks immediately as follow ups e.g. creation/

rescheduling of tasks and future recurring tasks e.g. visits

● Visit checklists management for efficient visit management and completion

Customer Use Cases: SurveyCustella Sdn. Bhd. © 2020 All Rights Reserved. This content is not to be distributed

● Leverage connectivity with RFID devices for quicker &

easier asset verification/ management across various

locations from a distance vs individually scanning each item

● Asset tracking and tagging (e.g. TV, photo copy machine)

based on location, building, floor, room, sections etc.

● Quickly view total Matched, Missing and Extra based on

that location.

● Manage inventory records & sync with master records in

one place

Customer Use Cases: Stock Taking, Asset and Inventory Management


● Various locations in a single outlet or spread across multiple outlets

● Record using photo-taking the condition of the unit across several

variables: plumbing leakage, wifi, lighting, etc

● Update in real-time for prompt maintenance escalation until

completion

● Customer portal for leaseholder to raise and track cases

Customer Use Cases: Building Management


● Manage schedule & planning of security personnel, equipments and vehicles in one app and

operate more efficiently

● Optimize and leverage savings based on shift management, route optimization (saving fuel &

time), smart assignment (ensuring better people utilization factoring skills, experience, availability

& location)

Customer Use Cases: Security & Safety Personnel Management

● Track time based engagement e.g. guards who check in/out at

location for X number of hours which provides data for billing

customers

● Guards/drivers can check-in only within certain geofence radius

(avoiding errors/ attempts of dishonest practice)

● Validate mileage claims based on actual distance travelledCustella Sdn. Bhd. © 2020 All Rights Reserved. This content is not to be distributed

● Most apps are designed to save time and resources. Only a few can claim that they help save

lives. The field services app Custella is built to manage disaster relief supplies and teams is one such life-saving

app.

● When disasters strike, emergency response teams work with local partners to distribute medicine and other

resources to the people who need them most. Managing the logistics, shipping, and distribution of these teams and

resources is vital to ensuring that limited supplies are available to as many people as possible.

Customer Use Cases: Emergency Services

● Custella manages orders, inbound and outbound shipments, inventory,

partners, and the countries they serve, all in one application.


Custella’s Existing CustomersUse Cases Explained...

DANKOFF

WHAT THEY DO

● Dankoff is a coffee solutions provider, supplying coffee machines to a number of large F&B franchises

in Malaysia.

HOW CUSTELLA HELPED THEM

● Receiving orders from sales agents and assigning them to the appropriate field agent

● Seamless transition from sales to delivery and installation of their products followed by

maintenance and ad- hoc repair requests

● Sales and Service order visibility and tracking as well as digital signature at the point of drop off

● One application to cover all the aspects of their operations including in-app communication, and

automated sales performance reports


PEKAT SOLAR

WHAT THEY DO

● Pekat Solar is a Malaysian company providing highly reliable, cost effective solar panel solutions for

commercial & industrial application


● Manage scheduling for technicians based on skill levels for their various inventory types

● Track technician’s KPI such as time taken to check and solve customer reported issues

● Automate maintenance schedule following SLAs specified

● Checklist for routine inspection and photo-taking as proof of job completion and reporting

● Reporting automation from current manual process


EBARAWHAT THEY DO

● Ebara is a water pump company with operations across various locations in Malaysia

● They provide a wide range of products for pump usage (ranging from home to industrial pumps), as

well as provide services such as installation, support and maintenance services


● Manage schedule for technicians based on skill levels for the variety of product inventory

● Track technician’s KPI such as time taken to travel + to check and solve customer reported issues

● Provide visibility of task/ job order progress to ensure both service manager and sales manager are

aware for their respective next steps e.g. invoicing, customer satisfaction, & account management.

● Gain better insights into types of frequently raised cases, types of products and link to issue types as

well as customers and frequency to type of issues raised

●Custella Sdn. Bhd. © 2020 All Rights Reserved. This content is not to be distributed

SNLWHAT THEY DO

● SNL Sdn Bhd is a Third-party logistics company with operations across a couple of countries. They

required a tool to automate their operations due to their ongoing growth & expansion.


● Automate scheduling of delivery orders depending on their available trucks (and types)

● Manage schedules based on truck capacity & utilization as well as location

● Route Planning, Analysis, and Optimization taking into consideration truck route restrictions and

conditions

● Utilization of geofence for planning and notification based on “violations” or “non-compliance”

● Automate & ease order (channel), planning and finally delivery & fulfillment tracking


Got any questions?Email us at [email protected]

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Thank You!

Documents

Custella · 2020. 12. 1. · Customer Use Cases: Emergency Services Custella manages orders, inbound and outbound shipments, inventory, partners, and the countries they serve, all