ePocket handyman

ePocket Solutions

Handyman – the mobile standard-solution
for work-order management

www.epocketsolutions.com

ePocket Solutions AS
 Founded in 1985, owner-led

 Headquarter in Oslo, subsidiaries in Sweden
and Germany

 Continuous, strong growth:

 Listed in TOP 50 Deloitte & Touche
fastest growing companies
25
7000  Capital – Listed in Top 100 largest
20 6500
15 6000 software companies in Norway
10 5000
8 4500

6
4000  Fully dedicated to standard mobile service
2000
4 1400 applications: Quick. Smart. Easy
2 250
0 0
96/97 97/98 98/99 99/00 00/01 01/02 02/03 03/04 05/06  Handyman embraces experience of over
Turn over in 2006: ca. 23 Mio NOK (3 Mio. Euro)
Lisences sold: ca. 8.200
15.000 users and 10 years of product
development

 Handyman is used by customers with up to
10.000 service technicians
© epocket Solutions / 15.03.2010 / 2

Handyman – the innovative out-of-the-
box solution for mobile service
Key functionality of mobile Client Covering all field service scenarios
 Telecommunication/IT
 View information on pending work-  Installation
orders  Service providers
 Repair
 Register parts and time consumed  Facility Management
 Inspection
 Customized checklists  Utilities
 Maintenance
 Capture signatures for approval  Electricians
 Synchronize information with back-  Manufacturing
office

Proven Standard Solution Benefits

 Embracing best practices from more  No more paperwork
than 10.000 mobile users gained in 10
years  Faster and accurate billing

 Many Handyman-customers tried  Improved service quality
unsuccessfully alternative solutions  Higher technician productivity
like
 Custom-built solution  Fast, low-risk implementation
 ERP mobilization software
 Complex scheduling optimization

Handyman mobile work-order
management solution
Existing Handyman Handyman
ERP/CRM system Administrator PDA
Synchronization
Server

XML Mobile Internet
WLAN, UMTS,
GPRS

 Order-  View information on
Management System pending work-orders
Administration
 Send order data to  Register parts and time
Handyman consumed
 Receive updated  Customized checklists
order data from  Capture signatures for
Handyman approval
 Synchronize
information with back-
office

Dorma – increases service quality with
Handyman

 World leading door system manufacturer

 Control of service force with Handyman

 Stock import from SAP R3

 “Out-of-the-box” system


Sønnico – 6.8 Mio. EUR more revenue
through Handyman

 Leading Telecom & Electro service installation
company in Scandinavia

 Leading supplier of telecom installations
services to Telenor and TeliaSonera

 1.000 service technicians using Handyman.

 Results of Handyman-implementation
 Service technician invoices 4 hours more
per week - 6.8 Mio. € additional revenue
 Lower cost for service technician
coordination
 Reduced costs for inventory management

Detailed customer video available on YouTube:
http://www.youtube.com/watch?v=3N1-9ARx32Y

Countable results for Sønnico

>All information about the
service object is collected at its
own ”button” at the order.
Unless the order is connected to
the service object the button will
not become visible.


Hafslund – increases quality with
Handyman

 Norway's leading utility company for
electricity and heat

 Over 300 field technicians use Handyman
for electrical installations and maintenance

 Use Handyman service module to manage
installed base

 Use of Handyman improved quality of
documentation and compliance with security
instructions


ASSA ABLOY – increases response time
to their customers with Handyman

 One of the leading lock system service
companies in the world.

 Developed their own system earlier

 30 Minutes response time SLA with
Handyman achieved


Receive orders right on the mobile device

Functionality

 All orders available on the mobile
device
 Updated with synchronization

>Benefit

 No need to drive in the office to
pick-up printed work-orders
 No need to call the technician for
new orders
 Improved reaction time and SLA
compliance


Integrated Mapping and routing

Functionality

 Static Map of the workplace is
attached to the order
 New maps can be received online
 Optional: Integration of tomtom
navigation for GPS-based routing

Benefit
>Benefit

 Save time for searching unknown
addresses
 Increase timeliness of technicians
 Guide the technician the optimal
route
 Integrated and tested solution


Detailed order information available

Functionality
 Key information on the order is easily
accessible on the mobile device
 Diary detailing work to be done
 Attachments for further information
 Call customers right from the menu

Benefit
>Benefit

 Even for new orders all information
required to do the job is available
 User interface tuned for optimal
usability in the field
 Easy and convenient to call customers
and to keep them informed


Efficient recording of time and expenses

Functionality
 See time estimates made in the office
 Record actual time used
 Categorize time and expenses
 Add descriptions
 Dictionaries with frequently used
words make text-input easy
 View summary of time recorded in the
past

Benefit
>Benefit

 More accurate information as data
is captured without delay right on-
site
 Eased billing as no time-
consuming manual re-work of
paper-based documentation in the
office


Record material used an manage inventory

Functionality

 Record material used
 Manage inventory of own stock in
service-vehicle
 Order parts from other stores

Benefit
>Benefit

 Eased billing as all materials used
are recorded on-site
 More accurate information as data
is captured without delay right on-
site
 Accurate stock-handling reduces
inventory costs and out-of-stock


Customised checklists

 Guide technicians step-by-step through
the process
 Document quality checks
 Capture data in the field
 Add instructions how to perform the
required work
 Capture signature of technician and/or
customer

Benefit
>Benefit

 Ensures best practices are followed in the
field
 Increased productivity of technicians
 Reduced workload in back-office for
processing data from the field
 Ensures consistently high service quality
 Reduced billing disputes as work
performed is clearly defined ad approved


Handyman Administrator can also be
used as order management system
Functionality

 Easy to use
order
management
system

 Embraces all
functions
available on the
mobile device
and some
office-specific
functions

 Create
checklists and
dictionaries

 User-
Management

 System
administration


Checklists can be created easily by the
customer
Functionality

 Easy to use
checklist editor
 Various field
types available
 Broad set of
rules available
to design data-
driven workflow
 New checklists
sent to mobile
devices via
synchronisation
 Back-office
systems can
generate
checklists and
read checklist
data


Scheduler – Scheduling Board and
Calendar views
4 5
Functionality
6 2
1. Show orders and
1 resources in a
time-table
2. Colour-coding
for quick
reference
3. Drag-and drop
scheduling
7
4. Chose among
various calendar
and timeline
views
5. Adjust view with
filters / zoom
6. Grouping of
orders in tabs
7. Include personal
appointments
8. Change order
dates


Scheduler - Maps

Functionality

 Display work-
orders or
technician
locations on
the map
 Identify work
orders
geographically
close to the
current job of
the technician
 Filter orders
and
technicians
shown
 Zoom in and
out


Sending messages to technicians


Handyman can easily be integrated
with 3rd party ERP-systems
Existing back- XML Handyman Handyman
end system Interface Administrator PDA-Client
System Administration

Synchronization Server
 Export and  COM or Synchronization used for
import of data file-based
interface  Order data and
 Transform ERP attachments
data in  Standard Service Management  Initial Installation of
Handyman XML- Microsoft functions
the application
standard and Biz-Talk
vice versa Interface  Updates of the
application, checklists
or dictionaries


For many back-end systems standard
Handyman integrations are available
Standard Handyman integrations available for
Microsoft Biz-Talk
Microsoft Navision
Microsoft Axapta
Visma Business
Visma Contracting
Cordel
Uni Økonomi
Mamut
SoftOne
Entré
NexStep
Scenario Professional
Zirius
… further integrations on the roadmap
Custom Integrations available for
SAP
BMC Remedy
Other systems can be integrated easily using the XML-interface

Custom-specific configurations can be
done on five levels
Basic data
Users, service organisations, company details
Customer data
Categories for orders, customers, checklists,...
Salary codes
Stores
Dictionaries
Create individual checklists
Suitable for structured capturing of any data in the field
Can be created within minutes without programming skills
Customer specific terminology
Re-labling of selected fields
Adapt terminology for terms like “technician” and “department”
File attachments
To be used for reading any information exceeding available fields
Makes even detailed information available on the mobile device
Easiest way of integration with a back-end system
ERP-integration
May be used to control the service-workflow


Handyman comes with a full set of pre-
built security features

PDA Data Communication Handyman
Server
Firewall

Proprietary authentication DMZ
Password algorithm
protection*

Strong encryption (128 bit)
Signatures
stored
encrypted
in the
Virtual private network (VPN)*
database

Backup of PDA Data via
synchronisation

remote
device
reset
3rd party mobile
* Security feature provided by Microsoft Windows Mobile
device management

Handyman Benefits

 More billable jobs completed per technician per day
 Correct invoices including extra-work on-site Increased Service
Revenue
 Reduction of days sales outstanding

 Technician has all relevant information at hand to
complete the job Improved
 Reduction of follow-up visits Field Service
Efficiency
 Technician guided by structured workflow and
checklists
Better Service
 Reduction of faults in execution and documentation
Quality
 Increased attention on key quality issues

 Less re-work as the technicians documentation of jobs Improved
is correct and complete
Back-Office
 Less billing disputes as customers approve work on- Efficiency
site

 Standardization and proven implementation
methodology enables rapid deployment Fast and smooth
 Best-practice approach ensures user acceptance implementation


Deployment on the PDA can be done in
four different ways
Windows Mobile Device Center / ActiveSync
Standard procedure to install applications on a windows mobile device
Not suitable for deployment of many devices, OK for test installations

Download of Handyman standard application on the PDA
ePocket offers a website where the latest version can be dowloaded
PDA user installs the dowloaded application
PDA user needs to enter the IP-address of the synchronization server

Download of a pre-configured version of the Handyman PDA
application
Same as above but IP address is already configured and installation file must be put
on the webserver of the customer

Use of a 3rd party mobile device management system
Handyman can be deployed and managed in a highly professional way on a large
fleet of PDAs


Why a mobile solution for Field Service
Technicians?
Typical challenges in Field Service Organisations

Service-Centre Service-Technician

No reliable KPIs to Creating and
evaluate field sending job-end
service performance report is error-
prone and
time-
 Manage Technicians consuming
in the field
 Scheduling and
dispatching Deliver new PCs
and instruct users
Check and Pick-up
Frequent rupture
old hardware
Missing
of SLAs as field
technicians cannot Lost revenue due Solve tickets on-
information on the
customer, the
be directed in real-
time
to poor utilisation of site
Failure to close job incident or the
technicians and long with first visit assets
unproductive times

Cumbersome, inefficie  Fast, seamless processes
nt scheduling and
dispatching of  Real-time data exchange with field service
technicians
 Extend ERP-powered processes to field service


Without mobile solution field service
processes are slow and cumbersome

Example for a typical Field Service Process without
Handyman

Case Technician Back-office
Analysis notes or calls Technician
Call-back to Customer keeps in Scanning
Technician technician drives back
Technician the signs and/or
drives into memory for into head-
prints Order back-office printed filing of
head order rescheduling office to
Details, Ass for order the
office closure jobs to take complete the
et clarification form acceptanc
to pick-up care of an order closure
Details, Dri information e form
order-list and as the urgent new information
ving Technician signed by
for the additional proof order and log time
Instructions calls back- the
day information of Technician and material
office customer
Perform acceptance notes order consumed
work to close the details
on-site order


Supported by Handyman processes run
faster and more efficiently
Example for a typical Field Service Process improved by Handyman

Case Technician Back-office
Analysis notes or calls Technician
Call-back to Customer keeps in Scanning
Technician technician drives back
Technician the signs memory and/or
drives into for into head-
prints Order back-office printed filing of
head order rescheduling office to
Details, Ass for order the
office closure jobs to take complete the
et clarification form acceptanc
to pick-up care of an order closure
Details, Dri information e form
order-list and as the urgent new information
ving Technician signed by
for the additional proof order and log time
Instructions calls back- the
day information of Technician and material
office customer
Perform acceptance notes order consumed
work to close the details
on-site order

Technician receives all Checklists Customer No calls to Back-office Tickets are closed right
order information right and makes the back- can focus when the job is done –
on his handheld and instructions „high-tech“ office on order no need to drive to the
drives directly from his enable service required to processing head-office.
home to the first job technician to experience close instead of Better data quality as no
close most orders calling time-lag between work
cases technicians execution and
without documentation
telephone
support Technicians can focus on
their job instead of doing
paperwork

Four factors have caused failure of
many mobile service pojects

Disregard of Insufficient
the needs of experience
mobile users with mobility

Reasons for
failure of
mobile
service
projects
Selected
Mobilisation of
solution cannot
applications
grow with
instead of
changed
processes
requirements


Value Drivers - Summary

Value Drivers
Field Technicians Efficiency
• Usually high
Cost of Coordinators / Administrators Efficiency ROI for Mobile
Service Service Solution
Improved Inventory and Spare Parts Mgt
• Significant
service quality
Service Level Agreements improvements
Quality of Customer Experience • Out-of-the-box
Service solution secures
Web Self Service fast time to
market and
Preventive Maintenance short payback
period
Agility of Up- and Cross Selling
Service
Speed and quality of billing


Mobile Service Value Drivers - Cost of
Service

Value Drivers ePocket Process Impact Measurable KPIs
Field Technicians  No more paper work  Amount of fulfilled orders / 
Efficiency  Reduced administration work field technician / time
 Less travel time  Revenue / field technician 
 Pick-up work orders proactively  Cost for training 
 Use checklists and templates for
descriptions

Coordinators / Order  Simplified dispatching process  Field technician / coordinator 
Administrators  Match skill level to work order  Billed utilization 
Efficiency  Better workload balance  Overtime payment 

Improved Inventory  Track assets and locations  Cost of inventory 
and Spare Parts  Access to real time inventory  Inventory turnover ratio 
Management data
 Ability to order parts in the field


Mobile Service Value Drivers - Quality
of Service

Service Level  No under- or over fulfilment of  Rate of fulfilled SLAs 
Agreements SLAs  Amount of penalty payments 
 Prioritization of work orders  First time fix-rate 
according to SLAs
 Time to repair

Customer Experience  Better planning ensures accuracy  Number of appointments on 
(keeping promises to customers) time
 High quality work order  Shorter service windows 
documentation  Satisfaction score of internal 
 Streamlined and standardized and external customers
processes ensure work order  Number of incidents 
quality
Web Self Service  One view of work orders for  Number of calls 
customers, field technicians,  Cost of order taking 
coordinators, order
administrators


Mobile Service Value Drivers - Agility
of Service

Preventive  Minimize need for customer calls  Number of incidents 
Maintenance  Schedule regular maintenance  Satisfaction score of internal 
tasks and external customers
 Access to asset data

Up- and Cross Selling  Field technician can take and  Revenue / field technician 
fulfill new orders on-site
 Business flexibility

Speed and quality of  Automated process streamlines  Days to bill 
billing back office work  Incidents / 100 orders 
 Detailed, rich documentation
reduces questions and
complaints


Handyman Add-In for integration of
Microsoft Dynamics NAV
Microsoft Dynamics NAV Handyman Add-In XML Handyman
files

 Standard MS Dynamics  Add-in translates full functionality  Handyman standard
NAV System can be of Handyman interface into NAV interface for import and
integrated out-of-the-box technology export of
 Add-in provides required  Settings
 Customized systems can
fields, tables, forms, codeunits, X
be integrated easily as all  Basic data
ML Ports and settings
Handyman related
information is made  Add-in integrates Handyman-  Work-order data
available via the Add-In related data into NAV process  Purchase-order data
flows


Fully integrated into NAV GUI


Integration settings easy to configure
File-based interface reflects full import/export functionality of Handyman
standard interface
Customer can define easily the depth of the integration
Selection of the objects to be imported/exported (e.g. Customers and
work-orders)
Within an object selection of elements to be exported (e.g. Individual
customer)


Handyman – MS Dynamics NAV – Add-in
Import und Export von Daten


Suitable for standard and customized systems

Standard NAV Systems Customized NAV Systems

 Integration is performed in two  Integration be performed by the
easy steps: customer’s NAV Partner with
support from ePocket
 Installation of the Add-In
 ePocket provides documentation
 Configuration of import and and source-code of the Add-In
export settings
 Add-In provides translation of the
 Both can be performed easily by Handyman standard interface
the customer’s NAV administrator into NAV tables and fields.
and ePocket
 For orders and purchase orders
new intermediate tables are
created to ease import and
export
 For customized NAV System it is
sufficient to map/replicate these
tables and fields with customized
NAV tables and fields


Typical workflow for work-orders

1. Order is created in MS Dynamics NAV
2. Order is exported to Handyman, provided the order matches
criteria defined for Handyman-Export (e.g. export orders for a
certain set of customers only)
3. Handyman Sync server receives the order
4. If no technician was assigned in MS Dynamics NAV, the Handyman
Resource Planner can be used for drag-and-drop scheduling
5. With the next synchronization technician receives order on this PDA
6. Technician completes the order on the PDA and starts the
synchronization
7. Changed orders are imported into MS Dynamics NAV with time,
material, expenses and descriptions registered in Handyman.
8. User in MS Dynamics NAV can accept or reject changes made by
Handyman
9. Billing can start immediately as all billing-relevant information is
available


Technical Details

Technology
Requires Navision 4.0 or higher
Supports recent version MS Dynamics NAV 5.0 SP1
NAV 2009 will be supported
Supports Basic and Advanced version
For integrating older versions of Navision part of the Add-In can be re-used
Handyman Multi-Client supported for multi-tenant systems
Add-in fully compliant with Microsoft Add-In concept
Microsoft certification planned
Jointly developed by a MS Dynamics NAV specialist and ePocket

Implementation
Property rights and full documentation owned by ePocket
ePocket supports MS Dymanic NAV partners in installing and configuring the Add-In
No additional NAV licenses required


Standard Integration of Handyman
with Remedy
Original Remedy New Remedy XML Handyman Handyman
Application Form Interface Administrator Client

Synchronization
Server

System Administration

 Used for service  Contains all  Remedy data
management as values to be available on
usual read or the handheld
written by
 Create triggers to Handyman  Use of
replicate data of proven
required fields into  Simplifies  Service Handyman
shadow form integration Management user
and functions not interface
minimizes used as this is
impact on performed within
original Remedy
Remedy
application

System overview
Existing back-end XML Synchronization PDA
system Inter- Server and Client
face Database

Handyman Administrator


Typical system architecture with VPN
and ERP-integration
HM
Administrators

Terminal-
Server
(optional)
HM Synchronisation
HM Server for PDAs
Database
Server
Mobile HM PDA
TCP-IP Internet Clients
TCP-IP

TCP-IP Firewall
DMZ Firewall
VPN
Tunnels
• HM Synchronisation
Server for ERP Port-to-port communication
via TCP-IP (compressed),
• HM Control Center
optionally encrypted

Alternatively XML-
files, COM, SOAP, Web-
Services

ERP System Legend
Handyman components
Other components


Handyman PDA application
Platform: Windows Mobile Professional
Windows Mobile 2003, 5 and 6
User interface optimized for easy operation
(the 10 second rule)
Special support for barcode scanning
Online functionality (always connected with
SyncServer)
TCP/IP – Communication: Internet based standards
Synchronisation and automatic software
distribution
Client for web services:
WEB Service, FTP, HTTP to wholesalers and
backoffice systems
Map services:
WEB Service + TomTom integration
Thin client
Local storage of data, usable anywhere
Automatic backup to memory card
The future is ”thinner”: UMTS/GPRS/SMS with
direct updates if user is online


Handyman Administrator

 Well arranged picture of
data relationship between
backoffice system and
clients
 Thin client
 Administration of
users, licences, rights and
various settings
 Order handling
 Invocing
 Reports


Handyman Control Center

 Dedicate application for
system administration
 License Management
 User Management
 Database Management
 Administer the
Synchronisation Server


Microsoft SQL Server 2005/2000
Express/MSDE or full version
Administrative tool
We have implemented an administrative
tool for small businesses so that it is
possible to shedule acups, move
database, monitor traffic and run
queries for support tasks.
For lager enterprises the standard
management tools will be used.
Utlizing SQLDMO as interface to Server.
Indexing
ID columns (automatic numbering)
Referential integrity
Indexes optimized for queries.
Triggers
Control of default values, timestamps,
synchronisation logic
SQL Queries
Stored Procedures/Functions/Views
Optimizing of centralization: 99% of all
queries is stored as stored procedures.

Handyman Synchronization Server
 Handles all data transfer between Handyman
Administrator, PDA and ERP-system
 Can be initiated via time intervals, event
notifications or UDP packages via TCP/IP
 Modules
 PDA sync:
Controls Synchronization
between the Handyman
PDA-clients and the database
 Data import
Iimports data from the
ERP-systems
 Data export
Exports data to the backoffice systems
 Map service
Updates new orders with map information
 Print service
Prints out order details and invoices based on finished orders from the PDA
 Email service
Emails printable documents to customers / contacts
 Realtime synchronization interface via COM, SOAP, Web-Services

 Scalable architecture to support thousands of PDAs:
 Running multiple synchronisation servers in parallel
 Distributing the different modules on different machines


Synchronisation Server  PDA-Client
SyncServer Synchronisation Server PDA-Client
(Service or EXE)

Manager / Handyman Sync UI Command TCP Client
SQL
Listener Administrator (EXE) Parser (DLL)
Server

Options Transport layer
List of
User interface • Errorhandling
connections
• Send/receive packets
Generic commands • Compress/Decompress
Handyman commands • Encrypt/Decrypt
Separate thread for each
Tilkobling connection
Tilkobling
Connection
ClientSync Remote API TCP Klient EDB / CEDB
(COM) (COM) (COM) Native
database

• Handyman sync • API WinCE – Database Transport layer
rules • API WinCE – File system • Errorhandling
• Automatic Handyman applications
• API WinCE – • Send/receive packets
software System/Registry * Order entry
distribution Data layer
• Buffring of Windows Mobile * Inventory
• Standard sync • Packet
database for optimalized splitting/merging * Work hours
rules communication
• Logging of events • Compress/Decompress * Options
• Encrypt/Decrypt
• Errorhandling


Synchronisation Server  ERP-system

SyncServer Synchronisation Server ERP-System
(Service or EXE)

Manager/ SQL Handyman
Listener Administrator
Server

ehmSBSS.exe (File based XML)
Start
Or
import/export
COM-interface
Or
File based XML
SOAP-interface
COM-interface
Backoffice Sync Or
Web Services /
(COM) SOAP-interface
Web-Services

Activated when events in ERP system
requires data import or export.

Export Import
* Get changes * Parse XML
* Create XML * Update database
* Log events * Log events
* Start import in ERP
system


Technology
.Net
Many existing modules and all new modules is made using .Net technology.
At the moment .Net framework 2.0 is used
On the PDA, Compact Framework is required. This is already installed in ROM
on any Windows Mobile PDA.
COM components
Better application structure, reusability and provides a standard interface for
3rd party application vendors.
Examples: Backoffice synchronisation, database interface, client
synchronisation, database upgrading and patching.
Multithreading
Multithreading is used to handle concurrent client synchronisation
Compression/ Encryption
Data packets sent to and from the clients are compressed, and can also be
encrypted if required
(GZIP / RC4 Microsoft Standard Class)
TCP/IP communication
All communication between applications and clients are TCP/IP based

Tools
Programming lanuages
Visual Studio 2005/2008
VB .Net
PC-Client, Invoice module, Database administration, Administrator
C++
All software on PDA, COM components, SyncServer
Visual Basic 6.0
Administrator, COM components
T-SQL
XML/XSLT/SOAP (Backoffice synchronisation and integrations)
Other tools
Microsoft TeamSystem (Development process+ all source code is
maintained in TeamSystem)
ERWin (Data modelling)
InstallShield 2008 (All software distribution/deployment)
CrystalReports report engine (beeing phased out…)
Database
Microsoft SQL Server 2005 / 2000
Native Windows Mobile database (EDB / CEDB)


Handyman MultiClient - Multi-Tenant
Solution
 Use Handyman in a
complex multi-tenant
environment:
company and role-
based data access
rights
 One PDA can have
access to data from
more than one ERP
System
 One Database can
host data for more
than one service
organization
 Handyman
Administrator of the
mother company can
generate checklists
and other
configurations that
shall be used in the
daughter companies
Handyman
installations


ePocket handyman

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