how to automate field service call reporting with lansa composer
TRANSCRIPT
LANSA Composer
The solution automates field service technicians filing
reports after completing service calls.
Field service technicians prepare reports using a
mobile app and then file the reports.
LANSA Composer extracts, reformats and transforms
the data from the reports, then initiates processes for
billing, warranty claims, and field service call time
recording.
How to automate field service
call reporting
Contents
How to automate field service call reporting
Current situation describes the existing processes and highlights inefficiencies, manual processes and cost concerns.
Current situation
The requirements define the processes the company would like to automate and where to enhance existing processes.
Requirements
The solution describes how LANSA Composer can be used to implement the requirements including automating the processes.
Solution
The benefits highlight measurable outcomes, e.g. process efficiency and reduced costs, derived from implementing the solution design.
Benefits
This use case is based on a customer experience using LANSA Composer to implement an automated solution that achieved tangible outcomes.
Current situation
The ACME company sells appliances and provides on-site service for its products. When
customers report broken or malfunctioning appliances, customer service staff schedule service
appointments for field service technicians.
Field service technicians travel to customer sites to maintain or repair the appliances. After
completing the work, they prepare a paper report, and file their reports at the end of each day.
Customer service staff use the paper reports to initiate billing, warranty claims, and field
service time recording.
Each step in the process operates discretely without end-to-end oversight of the workflow.
Customer service staff are busy, e.g. they don’t have time to reconcile filed reports against
scheduled appointments. The outcomes are customers don't get billed, and missed warranty
claims.
How to automate field service call reporting
Requirements
The requirements are:
1. Automate field service reporting.
2. Initiate billing, warranty claims, and field service time recording processes automatically.
The company will equip field service technicians with mobile devices and an app. The app will
provide appointment and reporting functions, and send service reports as document files to an
ACME corporate server.
LANSA Composer will extract data from the reports, initiate billing, warranty claims, and time
recording using the report data.
The billing, warranty and time recording systems have interfaces accessible by LANSA
Composer, but report data requires reformatting for each system.
How to automate field service call reporting
Solution: retrieve field service reports
2. LANSA Composer retrieves reports
from the folder, extracts and
transforms the data, then saves it in
the field service history database.
1. Field service technicians complete
their reports, then send them to the
Field Service Reports Folder, from an
app on a mobile device.
How to automate field service call reporting
Solution: billing, warranty, time recording
4. The billing, warranty and
time recording systems
retrieve their messages
and process the data.
3. LANSA Composer creates messages from the
field service report data for the billing, warranty,
and time recording systems, and sends the
messages to the appropriate message queue.
How to automate field service call reporting
Solution: field service reports processing steps
A business analyst
builds the script that
LANSA Composer uses
to automatically
perform the steps
required to retrieve
reports, reformat and
transform the report
data for the billing,
warranty and time
recording systems, and
send the data to each
system.
How to automate field service call reporting
Benefits realised from the automated solution
• Automating the process eliminated the potential for errors such as missed reports
• Reduced administrative time fixing billing and warranty errors
• Field service information is available as soon as field service technicians file reports
• Billing, warranty and time recording systems are no longer dependant on the timing of report filing
• Implemented without changes to the billing, warranty, and time recording systems
LANSA Composer provides business process integration (BPI) tools used
by business analysts to automate and integrate business processes.
It is a simple, and cost-effective way to get business transactions in and
out of your business systems with less human effort.
How to automate field service call reporting
Find out more about LANSA Composer
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