2. What is the Customer Portal?
Web based secured point of data and information access
Component of Service Offering
Tool and technology which supports Convergint Standard
Service Delivery Process
6. Page 6
Work Order & Project Management
24 x Forever Work Order Management
On Line, Real-Time Work Order Entry, Status &
History
Installation Project Status
Information You Need, When You Need It
• Status Reporting
• Metric Reporting
Management Reporting & Metrics
Manager Overview
• Custom Reporting
7. Standard Workflow Process
7
Note:
1 Service can be requested by phone or email
2 Work Orders can be created by Convergint, Customer,
After Hours Call Service
3 Work Orders created by Customer or Convergint
electronically transmitted to CTC serving customer
location
4 If customer creates emergency work order after hours,
it is electronically transmitted to After Hours Call Service
5 Specialist dispatched to meet customer’s required
response requirements for priority of call
6 Service Coordinator order parts or works with customer
to receive required information
M-F
8-5?
Create iCare
Work Order 2, 4
CTC Dispatch
Specialist 5
Emergency Work
Order After Hours
Call Service
Dispatch On Call
Specialist
Specialist Calls Customer
Updates Work Order
Specialist Arrives On Site,
Diagnoses/Corrects
Problem,
Updates Work Order
Specialist Updates Work
Order Problem Resolution,
Customer Acceptance,
Finished
Issue Invoice
Service
Request 1
Create iCare
Work Order 2,3
Parts On
Order/Customer
Action? 6
Parts
Received/Action
Taken
Work
Complete?
Yes No
Yes
No
8. Customer Benefits
Real time On-line
Manage service requests
Status updates
Knowledge my problem being resolved
Status reporting
Monthly work order summary
Compliance with corporate environmental strategies
9.
10. Service Work Order
Work Order Status
Location
Problem, Resolution
Invoice Information
Work Order History
Priority, Required On Site
Parts Information
15. Communication and password
protected with 128 or 256 bit
encrypted SSL certificate
User specific password
User Access and Permissions
Timeouts
Limited number of log in attempts
Security
16. Customer Benefits
Real time On-line
Manage service requests
Status updates
Knowledge of my problem being resolved
Status reporting
Monthly work order summary
Compliance with corporate environmental strategies
19. Page 19
Work Order & Project Management
24 x Forever Work Order Management
On Line, Real-Time Work Order Entry, Status &
History
Installation Project Status
Document Library
Safe & Secure Document Storage
Manage Standards, As-Builts & Other Documents
System Administration
Information You Need, When You Need It
• Status Reporting
• Metric Reporting
Management Reporting & Metrics
Customer Defined Access & Permissions
Customer Managed Security & Content
Secured Access and Data
Executive Overview
• Custom Reporting
20. Standard Workflow Process
20
Note:
1 Service can be requested by phone or email
2 Work Orders can be created by Convergint, Customer,
After Hours Call Service
3 Work Orders created by Customer or Convergint
electronically transmitted to CTC serving customer
location
4 If customer creates emergency work order after hours,
it is electronically transmitted to After Hours Call Service
5 Specialist dispatched to meet customer’s required
response requirements for priority of call
6 Service Coordinator order parts or works with customer
to receive required information
M-F
8-5?
Create iCare
Work Order 2, 4
CTC Dispatch
Specialist 5
Emergency Work
Order After Hours
Call Service
Dispatch On Call
Specialist
Specialist Calls Customer
Updates Work Order
Specialist Arrives On Site,
Diagnoses/Corrects
Problem,
Updates Work Order
Specialist Updates Work
Order Problem Resolution,
Customer Acceptance,
Finished
Issue Invoice
Service
Request 1
Create iCare
Work Order 2,3
Parts On
Order/Customer
Action? 6
Parts
Received/Action
Taken
Work
Complete?
Yes No
Yes
No
21. Customer Benefits
Real time On-line
Manage service requests
Status updates
Knowledge of problem being resolved
Historical reporting
Internal Audit
Regulatory Agencies (FDA, CFATS, SarBox. CSA.246, TJC)
Supports service budgeting and expenditures
Information to justify your investment in service (ROI)
Performance
Cost
Compliance with corporate environmental strategies
22.
23. Service Work Order
Work Order Status
Location
Problem, Resolution
Invoice Information
Work Order History
Priority, Required On Site
Parts Information
37. Communication and password
protected with 128 or 256 bit
encrypted SSL certificate
User specific password
User Access and Permissions
Timeouts
Limited number of log in attempts
Security
38. Customer Benefits
Real time On-line
Manage service requests
Status updates
Knowledge of my problem being resolved
Historical reporting
Internal Audit
Regulatory Agencies (FDA, CFATS, SarBox. CSA.246, TJC)
Supports service budgeting and expenditures
Information to justify your investment in service (ROI)
Performance
Cost
Compliance with corporate environmental strategies
Hinweis der Redaktion
This presentation previews the feature set of iCare.
iCare provides the real time information on the servicing of a customer’s systems as well as historical reporting.
iCare is standard service offering
Information access for service work orders, installation jobs and status and metric reporting
Provide timely, accurate, meaningful information
Anywhere, anytime
Password protected, secured site
Single point of access
Simple to use
Standard service delivery process provides Consistency in delivery of service between offices and within the office.
Additionally provides the timely information updates that are important to serving our customers.
As a customer’s business grows so does their need for information
Customers in a technology, research, etc business typically have high need for information.
Paper based systems cannot keep up with the increasing information needs
The real time aspect of iCare and the ease to request reports, work order detail information make accessing data easier and timely.
iCare Manager package with its basic reporting is designed for customers with lower end information needs.
iCare Executive package with its more extensive reporting, document library and other features is targeted for customers with higher information needs.
This presentation provides an overview of the Manager package features.
Manager package offers:
Work Orders- ability to create, view work orders
Reports - monthly service summary report
Help – Online reference information
Contacts – easy to use listing of CTC and customer personnel (not covered by slides)
Ability to send customer Survey at anytime to provide feedback on our performance (not covered by slides)
Quick summary of the aspects of the iCare Manager package that are of a high level interest to the customer.
If you already know the customer’s business information and reporting needs this is a good time to align those with this high level view of iCare.
If you don’t know their business information and reporting needs, now is a good time to probe for those.
If you find the customer’s needs are of a higher level than the single report provided by the Manager package, now is the time to segue to the Executive Package presentation
The iCare Service Portal is supported by a standard work flow process that is used across all of our offices. Whether you or we create the work order, whether it is created M-F 8-5 or outside standard business hours, the process is the same. This provides consistency in service delivery and timely updates to your work order. Response as defined by your to meet your business needs.
Tie these generic benefits into your customer’s specific business needs. You can also substitute more specific customer benefits for the ones in this presentation.
The iCare manager package provides a simple work order status report as well access to all service work orders and the information contained in those reports.
Allows customer to manage their service requests
Corporate Environmental Strategies: Paperless work orders, online reporting
The interface is designed to be easy to use for new and occasional users
Work Orders allows the customer to create and view their service work orders. View the status of Installation Jobs and where there is a CSP, access to the PM/T&I visit information
If the customer chooses not to request service online, we will continue to use their emails or phone calls to initiate a service call
Through use of technology, information is real time as it is updated by our service specialists
Easy to use interface
No longer need to say “trust me”, we were there. The work order provides needed information without having to rely on calling people, leaving voice mails, etc, etc.
Work order status – Open, In Route, On Site, Parts on Order, Pending Customer Action, Finished provides the current state of the call.
Location - address where the work was performed
Priority as defined by the customer. The priority response time, automatically calculates the date/time we are required to be on site to meet customer requirements. Information is used by our coordinators and service specialists to schedule and dispatch service request.
Problem, Resolution – The reason for the call and a description of the work completed to correct the problem. If material was used there is a description of that as well.
Parts Ordering – If parts were ordered to fix the problem, this shows the information on the parts order
Invoice Information – shows our invoice number, date and total $
Work Order History - Timestamps of our actions – In Route, On Site, Problem Resolution, Completion, Time Depart Site all automatically recorded and entered into iCare database for each work order.
Increases accuracy and validity of information as well as transparency…did we do what we say we did??
Benefits include:
Ease of information access – anywhere, anytime
Real time updates
Complete work order information in one place
Compliance with corporate environmental polices with paperless work orders, online data
Jobs provide high level overview of the status of ongoing installation projects. This does not replace detailed project reviews, rather it supplies management with a quick reference of project status.
Information on Installation Jobs is updated by the project manager
Location - address where the work was performed
Project Scope – summary of the installation work at the site.
Job Progress – Provides quick view and summary of project progress to scheduled completion. Progress notes support progress color codes. Where code is yellow or red progress notes should identify pending problems or reason project has stopped
Green – on schedule to meeting scheduled completion date
Yellow – risk – project schedule is at risk, proceeding with installation pending resolution of risk
Red – project has stopped until identified problem is resolved (for example – equipment received, IP address provided, etc)
% complete provides another element to the job progress.
Job Milestones – Key dates toward project completion , turnover and beginning and end of warranty period
At project completion, Installation Job provides quick access to warranty information.
Manager package provides single work order summary report
Provides quick view of work order status for work orders created in current month.
Information displays real time as the work order is updated by the service specialist.
Direct link to work order for detailed information (link in blue column titled Work Order #)
Report begins first day of month and ends last day of month. If customer needs to have historical reporting, they can either copy this report into excel and save it or upgrade to the Executive Package for more extensive work order reporting.
User interface to the iCare Customer Portal is easy to use for new and occasional users; the Help tab provides quick action oriented reference to make users comfortable and confident in their use of the iCare Portal.
The modules: Creating iCare Work Order; Viewing Work Order; My Document Library; Passwords, Access and Permissions; Navigating iCare Customer Portal; iCare Reports; iCare Links.
All users have access to Help
Customer benefits include:
Reduced learning curve for new employees
Increased operator effectiveness through easy access to information
Security is of customer information is of highest importance to us.
It is maintained through multiple elements:
Encryption of communication (data) and passwords reduces ability of hacker to intercept the data in a usable format. We encourage use of the Firefox browser as that supports 256 bit encryption vs the 128 bit encryption supported by Internet Explorer
SSL - Single Sockets Layer – industry standard security protocol for securely transmitting data
When a user is setup in the iCare Portal, they must login and setup a unique password
Access defines the locations to which a user will have permissions. Permissions is the ability to perform specific functions (i.e. the ability to create, view service work orders and work order status reports).
A user will be automatically logged out of iCare after 4 hours of nonuse.
Failed log in attempts are limited to 5 and then the user is timed out for 5 minutes. This is done to prevent hackers from maliciously attacking iCare.
Customer benefits include:
Meets customer corporate security requirements
Protection of database and communication from unauthorized users
Increased security of business information by providing information to those who need to know
Tie these generic benefits into your customer’s specific business needs. You can also substitute more specific customer benefits for the ones in this presentation.
The iCare manager package provides a simple work order status report as well access to all service work orders and the information contained in those reports.
Allows customer to manage their service requests
Corporate Environmental Strategies: Paperless work orders, online reporting
The interface is designed to be easy to use for new and occasional users
This presentation provides an overview of the Executive package features. Executive package is designed for customers with a higher level need for information
Executive package offers:
Work Orders- ability to create, view work orders
Reports –Status, Metric and Custom Reports
My Document Library – online information storage and collaboration platform
Links – quick access to commonly used intranet and internet sites (not covered by slides)
Help – Online reference information
Contacts – easy to use listing of CTC and customer personnel (not covered by slides)
Survey - Ability to send customer Survey at anytime to provide feedback on our performance (not covered by slides)
Administration – if you choose, manage your users and their iCare access
Quick summary of the aspects of iCare that are of a high level interest to the customer.
If you already know the customer’s business information and reporting needs this is a good time to align those with this high level view of iCare.
If you don’t know their business information and reporting needs, now is a good time to probe for those.
The iCare Service Portal is supported by a standard work flow process that is used across all of our offices. Whether you or we create the work order, whether it is created M-F 8-5 or outside standard business hours, the process is the same. This provides consistency in service delivery and timely updates to your work order. Response as defined by your to meet your business needs.
Tie these generic benefits into your customer’s specific business needs. You can also substitute more specific customer benefits for the ones in this presentation.
Customers have increasing need for reporting.
Historical information in the iCare database will help them in report preparation.
Allows customer to manage their service requests – if they have buildings where security is high, they need to know what is happening and how quickly the security system can be restored. If it is a research facility and the BAS, fire or security systems go down they need to know that their research will not be lost and the data will remain secure.
Corporate Environmental Strategies:
Paperless work orders, online reporting, My Document Library for document sharing and storage
The interface is designed to be easy to use for new and occasional users
Work Orders allows the customer to create and view their service work orders. View the status of Installation Jobs and where there is a CSP, access to the PM/T&I visit information
If the customer chooses not to request service online, we will continue to use their emails or phone calls to initiate a service call
Through use of technology, information is real time as it is updated by our service specialists
Easy to use interface
No longer need to say “trust me”, we were there. The work order provides needed information without having to rely on calling people, leaving voice mails, etc, etc.
Work order status – Open, In Route, On Site, Parts on Order, Pending Customer Action, Finished provides the current state of the call.
Location - address where the work was performed
Priority as defined by the customer. The priority response time, automatically calculates the date/time we are required to be on site to meet customer requirements. Information is used by our coordinators and service specialists to schedule and dispatch service request.
Problem, Resolution – The reason for the call and a description of the work completed to correct the problem. If material was used there is a description of that as well.
Parts Ordering – If parts were ordered to fix the problem, this shows the information on the parts order
Invoice Information – shows our invoice number, date and total $
Work Order History - Timestamps of our actions – In Route, On Site, Problem Resolution, Completion, Time Depart Site all automatically recorded and entered into iCare database for each work order.
Increases accuracy and validity of information as well as transparency…did we do what we say we did??
Benefits include:
Ease of information access – anywhere, anytime
Real time updates
Complete work order information in one place
Compliance with corporate environmental polices with paperless work orders, online data
Jobs provide high level overview of the status of ongoing installation projects. This does not replace detailed project reviews, rather it supplies management with a quick reference of project status.
Information on Installation Jobs is updated by the project manager
Location - address where the work was performed
Project Scope – summary of the installation work at the site.
Job Progress – Provides quick view and summary of project progress to scheduled completion. Progress notes support progress color codes. Where code is yellow or red progress notes should identify pending problems or reason project has stopped
Green – on schedule to meeting scheduled completion date
Yellow – risk – project schedule is at risk, proceeding with installation pending resolution of risk
Red – project has stopped until identified problem is resolved (for example – equipment received, IP address provided, etc)
% complete provides another element to the job progress.
Job Milestones – Key dates toward project completion , turnover and beginning and end of warranty period
At project completion, Installation Job provides quick access to warranty information.
iCare Customer Portal reports provide customers with the information they need to meet their business information needs. Reports can be selected at a building level, multi-building, region, total company view to provide the user the level of information they need or have permissions.
The Standard Reports include Status and Metric Reports
Custom reports provide more detailed information than the standard status reports.
Provides us and the customer with the ability to answer questions, request for Information without manual research or relying upon memory.
Installation work order summary report provides a complete listing of the customer’s installation jobs.
This report allows management to have a quick view of the status and progress of the installation projects and focus on those which may be running behind schedule or where a risk is arising (yellow color code) to on time project completion or where a project is stopped (red color code).
Further information on the Installation Job can be obtained by linking to the Installation Job (blue link – Project #)
The Service Metric report clearly demonstrates our performance to the customer requirements.
Provides quantitative information for discussion during quarterly reviews.
The parameters for the reporting is defined by the customer as part of their priority definitions and required response times.
Report is updated based upon Service Specialists time stamping of work orders. Information is available for the prior month the first day of the new month (ie January information available Feb.1)
Quick access to monthly service work order expenditures.
Rolling 13 month view
Average by quarter and YTD
With selection of report down to building level, becomes useful tool for budgeting, trending, business analysis.
Useful when we are having difficulty meeting the customers response requirements.
By looking at the work orders which have been opened > X days (date range is 5-25 days) and determine if there is a common problem and then put a plan in place to resolve the problem..or determine if there is a multitude of issues that need to be addressed.
Real time work order status report. Quick way to find out what is happening.
Any questions about specific work order can be answered by directly linking to the work order from this report.
Report scope can be as small as single building or expand to multiple buildings, all buildings in a region, etc.
Direct link to work order for detailed information (left column – Work Order #)
Provides summary of the service work that has been performed at a site.
No more digging through old paperwork orders when the information is quickly available.
Like all reports, there is the ability to link directly to the work order to see more detail.
Select a piece of equipment and trace the work orders that have been created for that equipment.
Best used when you narrow the site selection down to a single location.
Provides information to answer the ongoing question…is it better to repair or replace???
My Document Library is a place to store shared documents.
As customer is setup in the iCare database, a default Playbook folder is established.
As group locations (region/district/division/zone/campus) are established, a folder for each is established.
As locations are setup in the database, folders for those are also established with default As Built folders.
Folders can be established and documents can be shared on a secured data platform. This is a feature unique to iCare and reduces the need for establishing and maintaining special ftp sites.
LAMP customers – this is where we would place the measurement and reporting for the jointly agreed performance criteria
Benefits include:
Improved Communications
Single document source
Synchronization of document revision (ie one master)
Quick secured access to shared information
Anywhere, anytime
Play Book
Documents under going review/revision
Submittals
Proposal logs
The As-Builts folder serves as the repository for all of the project information.
This provides a quick resource for our customers and colleagues not only when we are at the building but also allows for web meetings and phone conversations where everyone is looking at the same document.
Any questions about networks, equipment placement, warranty dates can be easily answered.
User interface to the iCare Customer Portal is easy to use for new and occasional users; the Help tab provides quick action oriented reference to make users comfortable and confident in their use of the iCare Portal.
The modules: Creating iCare Work Order; Viewing Work Order; My Document Library; Passwords, Access and Permissions; Navigating iCare Customer Portal; iCare Reports; iCare Links.
All users has access to Help
Customer benefits include:
Reduced learning curve for new employees
Increased operator effectiveness through easy access to information
If customers choose, they manage their own users. This would include managing access and permissions as well as adding and deleting them from the iCare database.
If the customer does not want to manage their users, we can do that for them.
Customers can also choose to receive emails when changes are made to work orders. Keeping them appraised of work order events as they occur.
Security is of customer information is of highest importance to us.
It is maintained through multiple elements:
Encryption of communication (data) and passwords reduces ability of hacker to intercept the data in a usable format. We encourage use of the Firefox browser as that supports 256 bit encryption vs the 128 bit encryption supported by Internet Explorer
SSL - Single Sockets Layer – industry standard security protocol for securely transmitting data
When a user is setup in the iCare Portal, they must login and setup a unique password
Access defines the locations to which a user will have permissions. Permissions is the ability to perform specific functions (i.e. the ability to create, view service work orders and work order status reports).
A user will be automatically logged out of iCare after 4 hours of nonuse.
Failed log in attempts are limited to 5 and then the user is timed out for 5 minutes. This is done to prevent hackers from maliciously attacking iCare.
Customer benefits include:
Meets customer corporate security requirements
Protection of database and communication from unauthorized users
Increased security of business information by providing information to those who need to know
Tie these generic benefits into your customer’s specific business needs. You can also substitute more specific customer benefits for the ones in this presentation.
Customers have increasing need for reporting.
Historical information in the iCare database will help them in report preparation.
Allows customer to manage their service requests – if they have buildings where security is high, they need to know what is happening and how quickly the security system can be restored. If it is a research facility and the BAS, fire or security systems go down they need to know that their research will not be lost and the data will remain secure.
Corporate Environmental Strategies:
Paperless work orders, online reporting, My Document Library for document sharing and storage
The interface is designed to be easy to use for new and occasional users
