tesseract service management system

Thank You – Colin Brown MD

A short History of Tesseract

SaaS – the road n  In the beginning

n Started in Amsterdam 1985

n H/W independent FSMS – first

n Dataflex

n Multi-User – Novel & CCPM

n Moved to UK in 1987

SaaS – the road n First the move to windows

n Microsoft VB3 – Access d/b

n Windows 3.1 – becoming standard

n Great user interface - GUI

n  Integration with other products

n 1992 - Another Tesseract First

SaaS – the road n Then 32 bit windows

n 32 bit VB5

n DLL technology

n Microsoft SQL

n Oracle database

n 1996 Another Tesseract First

SaaS – the road n Next the move to browser

n HTML Screens

n Microsoft Com

n Microsoft IIS/ASP

n Application Web Site

n Another Tesseract First

SaaS – the road n Problems moving to browser

n Difficult Development

n No Client software at all!

n No database connection

n No local INI file

n Everything server side!

SaaS – the road n Why move to browser?

n Client/Server support nightmare

n Application version control issues

n Unstable Client environment

n Client side d/b updates

n  Large network traffic

SaaS – the road n What IT departments thought

n Hated client/server technology

n  Losing control to user

n Browser like Terminal based systems

n Control back to IT

n No more ODBC

SaaS n The right technology advancements

n Commercial Data Centres

n Fast Internet

n Browser based software

n Web based – global access

SaaS n Big Win for Customers

n  Lease car analogy – just use it

n OPEX not CAPEX

n No expense IT

n No cash up front

SaaS n Big Win for Customers

n Stable IT environment

n Disaster Recovery

n Software Updates

n Data Centre operating 24x7

SaaS n Started offering in 2006

n First with SaaS FSMS.

n Cash Flow could be hit.

n Nobody understood so still purchase

SaaS n All commercials new

n Pricing, what to charge?

n  Licensing – charge per user or usage?

n Contracts & length

n Select data centre

SME2014 n Software as a Service – SaaS

n Software Upgrades

n Data-Base/System very stable

n Web Services

SaaS n Software as a Service – SaaS

n What is it!

n  Let us deconstruct it – like all good chefs

SME2014 n Software as a Service – SaaS

n What is it!

n  Let us deconstruct it – like all good chefs

SaaS – what is it n Delivery bit internet

n hosting bit data centre

n Rental bit monthly charge

n Support bit help desk

n  Like a menu you can select

SaaS – select all 4 n Delivery bit

n Hosting bit

n Rental bit

n Support bit

n Standard SaaS

SaaS – buy software? n Delivery bit

n Hosting bit

n Support bit

n No Rental

n Customer wants hosting (DR) but feels he gets a better deal buying

SaaS - Rental

n We can rent but install in-house

n Rental bit

n Support bit

n No hosting

n No delivery

SME2014 n Software as a Service – SaaS

n Rental bit

n No buying of the software, just use it

n Will continue to go down in price, supplies already have the software.

n Good deal for supplier

SME2014 n Software as a Service – SaaS

n Hosting bit

n Does give Disaster Recovery - popular

n Saves any spend in IT infrastructure

n Also called cloud computing

n Should go down in price

SME2014 n Software as a Service – SaaS

n Support bit

n Hosted support is easier for supplier

n Application upgrades are handled by supplier.

n May go down in price

SME2014 n Software as a Service – SaaS

n Delivery bit

n  Internet

n  Intranet

www.tesseract.co.uk www.tesseractusa.com

Introduction

SME2014

n Software as a Service – SaaS

n What is it!

n  Let us deconstruct it – like all good chefs

tesseract n  World leading specialist Service Solutions

developer since 1985 n  British Company n  In-house Development, Support & Sales n  Offices in UK and USA n  Leading-edge technology

n  2001 Browser based n  2006 SaaS n  2010 .NET n  2013 Brower Independent

tesseract n MS SQL or Oracle database

n Microsoft IIS Application Server

n Multiple IIS Servers allow scalability

n Over 300 systems in over 25 countries

n Multi-lingual, time zone, currency & country

n No client software

n Any tablet/laptop/desktop

tesseract customers

Some Medical Users n  Inova Healthcare – TDI - USA

n GE Healthcare – USA, Europe & Asia

n Huntleigh Healthcare - UK

n Thermo Fisher - UK

n AGFA Medical – Latam

n UMS – USA

n Fresenius Kabi – South Africa

n Sonodepot – USA

Some Workshop Users n Motorola – Symbol – EMEA

n Parker Pens – Sanford – Europe

n HP CDS – UK

n Tracker – UK

n Toshiba TABS – UK

n Coop EPOS – UK

n Sonodepot – USA

Some Building Services Users n  Artic Building Services n  Bradley Refrigeration n  Optimum Maintenance Systems n  Comfort Service Maintenance n  Openview Group n  Folio UK n  Industrial Cooling n  McAlpine Grant n  Mitie Energy n  Pillinger Controls n  Burgin n  Costain n  Vertex

Some Copier Company Users n  Toshiba Tabs - USA

n  M2 - UK

n  Easy Copiers - UK

n  Copifax - UK

n  AGFA Graphics – Latam

n  Continua – UK

n  Panasonic– South Africa

n  KIP – France

n  Duplo International – UK

n  Viking Office Systems – IOM

n  XMA

n  MJ Flood

Some Multinational Users n  DKSH – Japan – Taiwan – Australia – SAP

n  Motorola – Symbol Technology – Asia & Europe - SAP

n  GE Healthcare – USA, Europe & Asia – J D Edwards

n  Elopak – over 25 sites in Europe & Asia

n  MTI – 3 sites in Europe – Microsoft Dynamics

n  AGFA Medical/Graphics – Latam

n  Toshiba Photocopier – USA – Oracle

n  Panasonic Photocopier – South Africa

www.tesseract.co.uk www.tesseractusa.com

www.tesseract.co.uk www.tesseractusa.com

Core Components

.

.

Remote System Access

Customer Assets n  Full Contract administration - SLA’s, billing, warranty

control, 3rd Party support.

n  Asset tracking and configuration control with serial/asset numbers and full audit trail

n  Standard reporting includes:

n  Contract renewal & revision,

n  Contract Revenue (forward & deferred)

n  Routine Maintenance

n  Contract Cost Analysis

n  Asset Lists

n  Contract History

Call Control n  Call Handling, Helpdesk, Workshop

n  Call management with Escalation Monitors, Intelligent Scheduling Diary, & Dashboard Reporting

n  Full workshop system, including workflow

n  Calls dispatch to engineers PDA’s/laptops

n  Fully audited, with history

n  Over 100 Standard Reports including:

n  Missed Response Times

n  Engineer Timesheets

n  Service Report History

n  Call History by Engineer or Product

Parts Centre n  Fully integrated Service Stock Control

n  Stock control, both internally and externally.

n  Automatic reordering & replenishment.

n  Purchase Orders, Sales Orders & Repair Orders.

n  Fully audited, with history.

n  Standard Reports include:

n  Parts Usage

n  Picking & Packing Lists

n  Excess Stock

n  Stock Valuation

n  Sales Order / Purchase Order Prints

Repair Centre

Workshop Job

Task

Task Line

Service Report

S R Line

Problem

Site

Resolution

Symptom

Repair

Fault

Type

Area

Type

Part

Product/Part

Serialised Product/Part

Contract

Part

Prospect and Quote Centre n  Sales Prospecting & Quoting

n  Prospect actions with reminders and Outlook integration.

n  Quotation templates, and user friendly wizards.

n  Quotations can be converted to– Sales Orders, Service Contracts, or Service Work

n  Standard Reports include:

n  Quotations

n  Sales Pipelines

n  Outstanding Quotations

n  Hot Prospect Lists

Diary Assist n  Diary Assist will send a group of selected Diary

Entries to an external Optimisation Engine for

Scheduling. Existing Diary Entries, Call Type

(appointment-based or Response-based) Employee

Shifts, Skill sets, Site Cover Times and many other

parameters are all taken into consideration by the

engine when creating a plan.

n  Any Diary Entries that could not be auto-allocated

are highlighted in the results along with the reason

that an allocation could not be made.

n  The Optimisation Engine uses this information to

plan the best allocations, seeking to keep costs

down.

Remote Engineer Access (REA5) n  Runs on Tablets, PDA’s, Mobile Phones and Laptops.

n  You can choose which equipment best suits your

field engineers requirements and working

environments.

n  Available online & offline meaning engineers

remain productive in all environments.

Remote Customer Access Customers can:

n  Log and monitor service calls

n  Input meter readings

n  Raise purchase orders

n  Look at call histories

n  Look at Assets

n  Run Reports

Email Service n  Automates email responses based on event

occurrence Service Centre - eg confirms when calls are logged, updated or closed

n  Updates Service Centre as emails are received – eg customers can use email to log service calls.

n  Escalates SLA on service calls by emailing key personnel

n  Triggers emails when a service agreement has to be met

Reporting Service The Fully Customizable Report Service enables customers to schedule and run reports at any time day or night. These reports can then be faxed, emailed, sent to a printer or copied to a network drive.

Some reports you could run are:

n  Call List Reports to Customers

n  Sales Orders or Quotes to Customers

n  Engineers Job Sheets

n  Purchase orders to Supplier

n  Invoices to Customers

.

Reporting n  Over 450 Standard Reports.

n  Using Crystal Reports – Users can define reports, key to their business requirements.

n  Management Dashboard Reporting

n  Utilising Remote Customer Access, your clients can access predefined reports 24 hours a day, 365 days a year.

Software as Service (SaaS) Tremendous cost savings and IT Advantages n  SaaS eliminates the need to run the software on the customer’s own IT hardware, therefore eliminating the burden of hardware purchases, high installation costs and ongoing support

n SaaS enables users to immediately capitalize on the full functionality and benefits of the Service Centre, at a fraction of the cost of purchasing software

Application - Demo

Application - Demo SC5.1 – http://78.31.106.137/sc51/sc_login/aspx/login_launch.aspx?source=ZEBRA

Username: Admin Password: Admin   REAV - http://78.31.106.137/REAV?souce=ZEBRA Username: FE01 Password: FE01   WRCA - http://78.31.106.137/WRCA/asp/login_launch_WRCA.asp?source=ZEBRA Username: RCA01 Password: RCA01

RCA - http://78.31.106.137/RCA/asp/login_launch_RCA.asp?source=ZEBRA Username: RCA01

Password: RCA01

Integration

Integration n  Uses the Tesseract Pubic API.

n  All data transferred, in both directions, is via XML files.

n  The Tesseract Interface service will translate all the XML files.

n  The XML files will then be imported using a mapping configuration file.

Integration

SAP

Service Centre

Customer Bill to Master

Ship to Master

Material Master

Site

Part

Product

Insert / Update

Insert / Update

Insert / Update

Service Report Line

Part Request Line

Part Request Shipping

Invoice

Supplier

Insert

Insert

Insert / Update

Insert / Update

Insert

Insert

Stock Movement

Purchase Order

PO Goods In

Sales Order

System Implementation

System Implementation

Consulting

Project Management

Training

Support

Development

Process Design

System Configuration

Integration

Technology

Project Team Sponsor

Tesseract Customer

Customer Project Manager

Tesseract Project Manager

Field Service Help Desk

Finance Administration

IT

Repair Centre Logistics

Consultant Training Support

Development

Project

Board

Project Management

Customer

Project Team

Dedicated

Key Users/

Decision makers

for each operational area

Tesseract Project Team

Relevant skills to meet the project tasks

Project Phases

Analysis Mapping Training Review Preparing Go Live

Identification of the Project Team(s) Strengths and weaknesses of existing system(s) Initial and Final Objectives Set Initial Project Timetable

Overview Workshop Sources of Data Data Mapping Data Import (initial) Detail Project Plan

Module training Data Input

Review training feedback Agree Processes Adjust Data Mapping

Confirm Go-Live date Document processes

UAT Data Import Final

Data Entry/Clean-up

Support Management presence

“Post-Mortem” review Final Adjustments

Production Close Project

Project Documentation

Company Process Documentation

Next Steps n  Set up “Sandbox” for Zebra evaluation

n  Set up site visits/ conference calls with existing workshop users.

n  Set up Onsite 5 day workshop to streamline requirements and work through process mapping and scenarios

www.tesseract.co.uk www.tesseractusa.com