© 2013, Confidential, Pegasystems Inc.
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© 2014, Confidential, Pegasystems Inc.
Deluxe Field Service
Mobility – the Xerox Way
Gregg Bullen, Program Manager, Systems Strategy & Technology
3 3 © 2014, Confidential, Pegasystems Inc.
More than 140,000 people serving clients in 160 countries, and
generating over $22 billion in annual revenue, we are the world’s
leading enterprise for business process and document management.
Xerox Technical Services - US
• 4500 Xerox Customer Service Engineers in North America, Guam, Puerto Rico, and the Virgin Islands
• US Customer Service Engineers (CSEs) support 500 different products
4 4 © 2014, Confidential, Pegasystems Inc.
Xerox Mobile Timeline
In 1993 Xerox launched “Call Handling” software to enable our CSEs to connect to our mainframe to dispatch and clear service calls using a laptop.
• 1992 RPA sent call notifications to CSE pagers
• 1999 Nextel cell phone deployment
• 2001 Time & task studies
• 2003 Wireless call handling launched nationwide
BUSINESS CASE: • Eliminate CSE travel for connectivity • Reduce laptop setup and boot time
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Getting Started
In 2004 we “ported” the solution to the RIM BlackBerry, gaining a keyboard and ability to leverage multiple carriers for better coverage.
Carrier device support • Old solution porting costs for new devices
Users in US, Canada, and US Territories • Onsite travel not practical
• Short deployment window
• Workforce on the move
6 6 © 2014, Confidential, Pegasystems Inc.
Maintenance Assistant: A Crucial Component
In 2008 we were developing advanced remote machine diagnostic capabilities to send machine diagnostic information to the CSEs prior to going on site
• Quicker resolution time
• CSE arrives prepared
• Increases machine uptime
7 7 © 2014, Confidential, Pegasystems Inc.
First Antenna Mobility Deployment
WINGS I (2008) • Wireless Integration for the Next Generation Systems
• Antenna mobile platform supported all BlackBerrys
• Device application porting costs eliminated
• Enabled “Maintenance Assistant”
• 100,000+ transactions per day
• 50% improvement in call close on mobile device
– 90% of all service calls closed on the BlackBerry
“I have not used my laptop Call Handling since WINGS came out”
- Xerox Customer Service Engineer
8 8 © 2014, Confidential, Pegasystems Inc.
Second Antenna Mobility Deployment
WINGS II (2010)
• Integration to support new CRM platform
• Enabled launch of real-time scheduling
• Simultaneously supports legacy and current
backend infrastructure
Pegasystems’ mobile platform has transformed the way Xerox helps our customers by combining
information from many different back office systems into a single mobile solution.
9 9 © 2014, Confidential, Pegasystems Inc.
Xerox Mobility Transition – Today
WINGS III (2014)
• BlackBerry OS changing to QNX
– Leverages current BlackBerry infrastructure investment
• Flexibility to support multiple OSs
– BlackBerry 10
– Android
– Apple’s iOS
– Browser – Google Chrome
• Device agnostic platform
– HTML5 Hybrid
– Container architecture
– Offline capability (store and forward)
10 10 © 2014, Confidential, Pegasystems Inc.
The Pega Mobility Platform
Design Apps
RESPOND
Tailored Interactions Next-Best-Action
Systems of Record
Enterprise Backends
PRPC / Pega7
Integrate Pega AMP
Services Engine
Multi-Channel
ROI
Model Driven
Devices
Next-Best-Action
Manage
Apps
Connect
Native
Build Apps
Hybrid Responsive
Web
legacy
Usage
Users
Performance
Leverage Business Services
Guided Processing Next-Best-Action
Cases & Folders
Skill Based Routing
11 11 © 2014, Confidential, Pegasystems Inc.
How We Did It
Champion strategy
• Recruit champions from each geography
• Encourage interaction, solicit ideas
– Web based forum
– Surveys
• Provide WIIFM!
Test, test, test
• Validate solution in your own environment
• Maintain test environment
• Use champions prior to launch
12 12 © 2014, Confidential, Pegasystems Inc.
How We Did It
Hassle-free support strategy
• One phone number to call
– Leveraged existing helpdesk number
• Helpdesk training
– Engaged Helpdesk early in the project
– Train onsite if possible
• Escalation process
– Provide level 2 and 3 support
– Follow-up is absolutely critical
13 13 © 2014, Confidential, Pegasystems Inc.
Results Say it All
Key results include:
• Eliminated application porting costs
– Funded WINGS I
• Broken call reduction
– “Maintenance Assistant” machine data
• Enabled real-time scheduling
– Optimization based on real-time CSE updates
– Calls closed immediately upon completion
– Management dashboard
© 2014, Confidential, Pegasystems Inc.
QUESTIONS & ANSWERS
