On Mobile: Mobile Service Management from iQlink

About
Benefits
Industries
Functionality
Customer references
Technical Integration
Security
Smaller Businesses

About

Handyman for Service Management

Handyman from ePocket is a mobile solution that connects field service personnel to back office business processes, boosting productivity and cutting costs, by:

Improved job and task scheduling
Standardised reporting
Real time status updates
Field force coordination
Prompt invoicing
Improved employee productivity

A technician using Handyman is much faster than one using paper. Handyman means efficiency gains, improved cash flow and more control.

There are over 20,000 service engineers and technicians working for more than 1500 companies who use Handyman every day; these companies range from large corporations with thousands of technicians to small, privately owned companies with less than four customer technicians.

Handyman has been built to deliver value and best practice processes to our customers. Customer value derives from the ease with which it can be used by technical and admin., personnel and the speed of implementation and a positive and identifiable ROI.

Handyman: Business Benefits

Irrespective of the size of your business, Handyman customers can expect to experience the following benefits:

Improved productivity
Increase the number of calls per day handled by service technicians by being able to deploy workers ‘over the air’ by passing jobs to them via their PDA.

Efficient Scheduling
Allocate the job to the technician who:

Is geographically closest to the customer.
Has the necessary spare parts available.
Has the correct skills to perform the task.

Faster billing
The customer is invoiced shortly after they have signed that the job (on the PDA screen) is complete.

Avoid unnecessary delays in raising invoices: the invoice will match the details that the customer has signed for and the faster you are able to dispatch the invoice the more quickly you should get paid.

Reduced service costs
Visibility of van stock means fewer out of stock situations. The technicians will have the spare parts when they arrive at the customer sites and consequently travel times and costs are reduced by allocating the nearest technician who is able to perform the job.

Increased customer satisfaction
Accurate and timely billing, coupled with improved service levels will result in greater customer satisfaction and retention.

	Industries
Go directly to: Electrical Utilities Construction Heating & Ventilation Facilities Management Telecommunications	Electrical Electricians spend most of their day onsite, often returning to the office to complete routine administrative tasks. With Handyman, your electricians can spend more of their working day with customers, and greatly reduce the amount of time they spend performing administration. Handyman streamlines the process of gathering onsite information, recording new customer orders, and scheduling a site visit or follow up task. Handyman can also be used to standardise the way in which certain kinds of activity are handled. For example, specifying how a field service worker should carry out and record the results of an electrical test or the criteria used to determine a pass/fail result, or generate an exception report. Top
	Utilities Field service management in the utilities sector (gas, electricity, water etc) can be particularly challenging due to the sheer size of deployments. Field technicians can receive and complete work requests using Handyman for scheduling, dispatching and capacity planning. Handyman can help field service technicians and their support staff deal with changes in field service delivery by enabling utility companies to handle both fixed and unplanned service commitments, reduce service delivery costs, synchronise call centre and field service operations and improve overall customer experience. Top
	Construction The construction industry is comprised of a variety of types of company, all of which use field service engineers and technicians; from self employed electrical and mechanical contractors, to engineering and architecture firms to speciality suppliers for plumbing and concrete. Within each of these companies exists a wide range of users from Project Managers and Field Service Technicians to crew foremen and building inspectors. Handyman can deliver mobile field service solutions for construction and building that provide functionality in the following areas: Customer Service Warranty technicians checklist Parts Ordering Field Service Reports Preventative Maintenance Checklists Billing Presentation Customer Signatures Service Histories Inventory and Parts Management Mapping and directions Top
	Heating & Ventilation Handyman offers an unprecedented level of control over how your HVAC contracting business manages resources in the field and provides services. HVAC service agreements and contracts can be managed using Handyman. HVAC service technicians often specialise in either installation or maintenance and repair. Technicians may work for large or small companies, or directly for a manufacturer or wholesaler. Field service technicians in this sector are often on-call to respond to problems at any time. HVAC technicians concur that a critical success factor in this job is to be able to effectively sell solutions to customers, to make them understand the problem and recognise the need to invest in new parts or new plant. Handyman´s standardised job routines can help specify the appropriate solution for the problem, and enable ordering spare parts “on the spot”. HVAC engineers can also ask their customer to sign on the handheld device. Top
	Facilities Management Challenges facing facilities management technicians include the growing complexity of modern semiconductor equipment and the need to keep assets properly maintained, plus the requirements of learning and implementing new technology. Handyman can help facilities management technicians by standardising task descriptions and routines, embedding learning and on-the-job training into the management of routine tasks. Gaining remote access to critical information in the field enables technicians to access work orders, safety plans, job or site histories, and even parts and inventory lists via Handyman. In periods where a facility is in planned downtime, Handyman can help the facilities service technician achieve more, so keeping key assets up and running. Top
	Telecommunications Trends in network design including network convergence, requirements for QoS, and open service architectures are impacting the service management systems, processes and service level agreements. There is also focus on retaining valuable clients and excellent service management over the customer lifecycle. Within the telecommunications sector, SLA metrics typically focus on organizational structure, users, time of operation, cost and critical uptime periods: Service availability Service provisioning (time and accuracy) Content delivery time Content accuracy Billing performance (production, accuracy) Problem resolution (customer tickets) Customer satisfaction rates Service usage by customer Top

Functionality

Handyman has been developed over a number of years by listening to customer requirements and incorporating their feedback into the application design. Consequently, the functionality in Handyman includes the results of feedback from 20,000 users across 1500 customer implementations.

Please click here to read the following functionality in detail:

Standardised Process Design
User Experience
Job Scheduling & Resource Planning
Job / Service Order Processing
Navigation Integration
Time & Expense
Recording
Camera Integration
Customised Checklists
Job Completion / Signature capture

Customer References

The following customer reference videos have been posted on You-Tube.

ISS Elektro (Electricians)

Niscayah (Security Co)

Thunestved (Construction)

Sonnico; (Telco support)

Follo Electrical Sweden

Skagerak Electro

Technical Integration

Handyman is an open system that is designed to exchange data with other systems.

The most common integration is with an order management system. This is typically an ERP system, a service management system, a ticket system or a CRM system. Orders are recorded in the ERP system and instead of printing the orders for the technicians, they are transferred automatically to Handyman and the technician’s mobile.

Observations, which the technician made on his mobile device (such as postings of working time, materials used, readings etc) are automatically transferred to the ERP system where they are processed for billing. In addition to the integration with the order management system, Handyman can also integrate data concerning time recording, inventory management and billing and accounting.

Handyman Technical Integration

Handyman has been integrated with more than twenty different IT systems including:

SAP R/3 ERP
SAP Business One
Microsoft Biz-Talk Server
Microsoft Dynamics NAV
Microsoft Dynamics AX
BMC Remedy Action Request System (ARS)BMC Service Desk Express (Magic)
EasyTec - HP Midmarket Solutions
Agresso
IFS
Maximo

Security

Handyman has been designed with the view that security is a paramount and universal requirement; not only must the data be protected when it is transferred between the server and the mobile device, the data on the mobile device needs to be secured and your company must be certain that data between the server and the device is synchronised without any data corruption.

Handyman’s advanced encryption, synchronization and systems integration have enabled over 1500 service management companies to use Handyman without experiencing these and similar security problems.

Handyman Security

Small Businesses

Handyman offers small business owners a more effective way of working.

Handyman has been designed as a standardised product, with different versions designed to meet the needs of your industry:

Installation and set up is straightforward
Mobile service workers can start using the product in just a few minutes
Handyman gives both you and your mobile service workers more control of jobs, billing and scheduling
Handyman replaces error-prone paper based documentation with accurate real time information.

Handyman combined with a PDA gives your firm a complete invoicing solution:

Self contained wireless billing system
Invoices can be calculated according to timesheets or pricelists
Invoice records can be sent straight to your accountant
Everything can be printed as clear, easy to read reports
Low start-up costs and flexible purchase and lease options.

On Mobile: Mobile Service Management from iQlink

About

Handyman for Service Management

Handyman: Business Benefits

Industries

Electrical

Utilities

Construction

Heating & Ventilation

Facilities Management

Telecommunications