CUSTOM MOBILE APPLICATIONS TO OPTIMIZE THE FIELD SERVICE MANAGEMENT

1. CUSTOM MOBILE APPLICATIONS TO OPTIMIZE THE FIELD SERVICE MANAGEMENT OF A LEADING SAP USER IN THE REAL ESTATE DOMAIN

2. Today’s customer demands a 360° world-class service experience which means that the whole customer experience needs to be integrated and seamless. There is no room for service teams to remain or act in silos. Of all the technologies that has transformed field service management, mobility is the most impactful one. Here is a real-world case study on how Fingent has developed three different role-based mobile applications to be integrated with the SAP workflow of a leading customer in the real estate business. About the Customer Easa Saleh Al Gurg Group LLC (ESAG) is a leading multidivisional conglomerate in the Middle East that has its hands on a range of diverse products and business areas including retail, building and construction, industrial sector, real estate, and joint ventures. The customer is using SAP (ECC6 | EHP7) as their core ERP system. All their major business functions & transactions are being run and managed using this SAP system. service requests in each technician’s pipeline which made it difficult to assign new service requests. Also, they were unable to assign tickets quickly based on the physical proximity of a technician to a customer’s location. Requirement The customer put forth a unique requirement to develop a mobile-based solution that will enable them to receive and route customer complaints directly to their core ERP system. The solution should reduce their Turn Around Time for addressing effectively connecting their SAP system with their end customers as well as field service engineers. Challenges service requests by The Al Gurg Group has thousands of end customers who avail various services/ products offered by the group. It also employs 300 field service engineers/ field technicians who attend the service requests raised by their end customers. These service engineers are always on the move- on road or at remote locations and service routes, addressing service requests from Al Gurg’s end customers. Since the end customers as well as the field technicians were outside of Al Gurg’s ecosystem, it was crucial to establish a robust connectivity between both the parties and with Al Gurg’s SAP system. Hence, they had a tough time in optimizing and tracking their field service activities since all service requests were handled using paper-based forms. This increased their Turn Around Time (TAT) to attend each service request. They had limited visibility into the number of 01 www.fingent.com Copyright©Fingent Corporation

3. Workflow Requirement Create a notification in Al Gurg’s SAP PM (Plan Maintenance) module so that when a service request is raised by an end customer, it gets converted as a work order and is pushed automatically to the service manager’s quality issues list. The service manager will be notified each time when a new service request comes up. The service manager will then review and assign the work order to a field service engineer based on the engineer’s active queue as well as their physical proximity to the end customer’s location. The closeness of a service engineer to an end customer’s location will be identified using geo coordinates system. The service engineer can accept/ decline/ postpone the work order based on their availability and active queue. When the field service engineer attends a work order, they can request a purchase requisition from the end customer’s location itself using their mobile application, in case any spare part or component needs to be purchased/ procured to fix the issue. The PR (Purchase Requisition) can be made in the Logistics Module (MM) of the SAP system. The PR gets converted as a PO (Purchase Order) and once the PO is approved via SAP workflow, the GR (Goods Receipt) can be issued at the customer’s location. Once the end customer endorses that their service request is attended duly, the service engineer can close the work order by taking the end customer’s consensus. In addition to modifying the service request workflow mentioned above, the customer also wanted a mobile-based solution to perform: Periodic Asset Inspection (for the assets they maintain), and Check-in Check-out Inspection (before the guests are checked-in or checked-out of the properties they maintain). All the above activities are meant to be done at the end customer’s location or at the site itself, which will ultimately replace exhaustive paper-based processes followed by the customer. 02 www.fingent.com Copyright©Fingent Corporation

4. Solutions Delivered by Fingent Fingent delivered three mobile-based solutions to solve the issues faced by the customer, their field service engineers, and their end users. 02 Solution The Technician Mobile App As the name suggests, this mobile app is used by the field service technicians/ engineers to: Developed a web-based mobile application for the customer service representatives to process service requests from end customers 01 Developed a role-based mobile application for field service engineers/ technicians Accept/ reject/ postpone work orders 02 Developed a mobile application for end customers Update the status of work orders (progress or completion) 03 Make Purchase Requisitions and issue Goods Receipt 01 Solution A Browser-based Mobile Application Gather feedback from end customers Termed as the CSR or Customer Support Representative mobile-friendly, application that is integrated to Al Gurg’s SAP ERP system through a middleware (PHP database).When an authorized customer service representative receives a service request from an end customer (through phone, email or mobile app), the service representative can log in the request details into the CSR application. The details are then updated in their core SAP ERP system (ECC 6) post validation. The new service request which comes to the ERP system will be converted into a work order. It’s then issued to the service manager’s quality issues queue. The service manager can assign the work order to a field service engineer and track its status using the CSR app. The CSR app is a FIORI based application developed in SAP UI5, which has its database backend in PHP. application, browser it’s a The Technician Mobile App is directly integrated with the customer’s SAP system using SAP Gateway and hence is very powerful. The application is available in both iOS and Android platforms, which can be downloaded by technicians using their authorized credentials. compatible 03 www.fingent.com Copyright©Fingent Corporation

5. 03 Solution The Customer Mobile App The customer mobile app is meant to be used by the end customers of Al Gurg, through which they can register complaints or raise service requests, share feedback or suggestions, receive alerts related to their service requests, and connect with Al Gurg’s service team. Only the customers who have a registered account (Customer ID) with Al Gurg can download this application from App Store/ Play Store. Technology Stack Customer Benefits Considerable reduction in the Turn Around Time to attend service requests Replaced exhaustive paper-based processing used to collect data Cost and effort savings enhanced operational efficiency and increased profitability 04 www.fingent.com Copyright©Fingent Corporation

6. About Fingent We are a global IT company providing strategic IT business solutions and services for complex business problems, in multiple industry sectors including retail, healthcare, finance, education, and more. Our vast technology and industry expertise enable us to focus on cutting-edge internet technologies with the aim to develop scalable, secure and easy-to-use web applications that work across multiple devices. We believe that the judicious use of technology, together with a good design can reduce complexity, connect individuals, and provide valuable insights, all of which ultimately help businesses succeed. www.fingent.com