Title slide Hi my name is John Livermore. In this demo you will witness how basic field service management operations can easily be tracked with BigWave. Why BigWave Unlike any other field service management software on the market, [***] BigWave handles day-to-day break/fix work AND rollouts. Many companies that manage a national force of technicians manage rollouts in addition to their normal break/fix work. This software was built for you. In this demo we focus on creating a rollout project. [***] A companion demo is available to feature how BigWave tracks break/fix work. The Scenario In viewing the basic features we will model a sample rollout from a fictional convenience store chain called QMart. QMart has commissioned our firm, [***] National Tech Solutions, to upgrade a point-of-sale (or POS) system to 200 stores. [***] If that rollout goes successfully, then they will give us more blocks of stores to upgrade. Eventually, if all goes well, all of their stores will be upgraded by our company. We will… To kick things off we will quickly examine a couple of spreadsheets sent to us by QMart. Then in BigWave we will create the QMart customer, import their sites, create a Rollout project to track the POS upgrade operation, and then complete some minimal steps to get the project rolling. After we have created our rollout tracking project and examined some reports we will then show how we can track a site through completion for a single POS installation. Keep in mind that this video only covers BigWave’s unique ability to track and manage rollouts. DEMO 10 The first spreadsheet supplied to us by QMart is a master list of their sites. There are approximately 1400 sites contained in this list. Each store has a unique site ID and address information, all of this supplied to us by the QMart team. Show master site list spreadsheet 20 The second spreadsheet supplied to us contains information for the first set of 200 stores they have asked us to upgrade. Notice there are some fields pertaining to the expected dates of our activities as well as other information specific to this particular rollout. Show project spreadsheet 30 The Install Date column will import into a BigWave field called Requested Date. The second group of fields we will model as BigWave custom fields and import. More on this later. Highlight first group, and second group 40 Now let’s login to BigWave. Login and show the home page 50 The opening page is known as the Home page. On the left we have “topics”. The right part of the screen displays information for the selected topic. As you navigate BigWave you will see this pattern repeated throughout. The currently selected topic is BigWave Today. We use this area to communicate important announcements to our user community. The opening topic for a login may be changed by selecting the “Show this topic by default” option for the desired topic. The help documentation for BigWave may be opened from the link in the upper right hand corner. Additionally, you may quickly navigate to any part of BigWave by using the Quick Search option available on every page. 60 I can create a customer right from the home page. 70 To do so I click the Customers topic to reveal all the customers currently in the system. Click customers topic 80 Choose the ‘Add Customer’ link and fill in the customer details. Required fields for a screen are indicated in orange. Click add customer link 90 Clicking the Add Customer button creates the customer record and takes me to the Customer’s page. Click add customer button. 100 The next step is to import the master list of sites supplied to us by QMart. 110 To do so I click the Import/export center topic, and choose to import site information. I select my file and upload it. Upload file 120 The next step requires me to map my fields. Most have already been automapped. I will map the address field and hit the Next button. 130 The import completes successfully and all 600 sites from our spreadsheet are now imported into the system. 140 If there was a problem with the import, BigWave would show us where the issues lie. To learn more about how BigWave assists with the import process and deals with errors in the data being imported please view the “Demo of Excel import of custom field values” located from our demo center. Show snapshot of bigwave demo area and highlight the demo being referenced 150 We are done setting up the QMart customer. Now we will create our rollout project to track the 200 site POS upgrade. 160 Click the Finished button to navigate back to the application’s home page. 170 From the home page I click the Projects topic and view a list of all active projects. 180 I click the Add project link to add a new project 190 Then fill out the name of the project and choose the customer QMart that we just created 200 The home page for our new project opens. We will jump to the setup area to complete the setup items. 210 First we must create a work order template. Each site in our 200 site rollout will be captured by what is called a work order. To assist us in creating work orders in a rapid and efficient manner, we use a work order template. You can think of the work order template as a rubber stamp from which we will generate all 200 work orders. 220 I click the Add New Template link, and give the template a name. let’s use POS Upgrade. 230 Click the Add button to create our work order template. The template opens for further modification. 240 Let’s quickly jump to the Schedule and Assign topic 250 Here is where we define the standard process flow each of our 200 sites will go through. For this rollout we have 3 steps per site. First we ship a POS register to the site, then we schedule a technician for installation, and finally we ship the old POS system to a disposal facility. Let’s enter the steps now. 260 Click the plus icon in the schedule to add a new activity. We call the first activity ‘Ship POS’. We similarly add ‘Installation’ and ‘Disposal’ activities. 270 Notice the Lead Time and Duration fields. We will leave the duration for each of our activities to one day, but the lead time will be adjusted. Lead time tells BigWave how to calculate the schedule for each site. There is a special date field called Requested Date, not shown here, from which these dates are generated. More about Requested Date later, but for now we will specify the first activity will happen 30 days before the Requested Date. The Installation activity happens on the Requested Date so we leave the value at 0, and the Disposal activity occurs 10 days after installation. 280 This is all we will do in our template setup for now. We click Finished to go back to the project area. Notice there isn’t a specific ‘Save’ button. Hitting any link on the screen, including Finished, actually saves the information. This may be foreign to some users, but not having to specifically hit a “save” button enables rapid navigation of the application. 290 Hit finished and wait for project setup to appear 300 From the project setup area we move down to the Sites topic. Next we will associate 200 of the sites we previously uploaded into our project. 310 We click the Add Sites button 320 Two options are presented. 330 If we choose the master list option we can pull in individual sites. Show this option, click a few checkboxes and then click Previous 340 However, we will use the second option “Manually enter site id’s”. this enables us to use the second spreadsheet supplied to us by QMart to specify the 200 sites. 350 I open the 2nd spreadsheet and copy all of the site id’s in column A. I then paste these into the supplied input area in BigWave. Hitting next allows BigWave to verify each site ID entered and results in a report that clearly shows me what sites are actually going to be associated to this project. All 200 sites are valid in this case. 360 A message appears telling me all sites have been imported. Now it is time to generate our work orders 370 I click the create work orders topic. We want to create all 200 work orders at once, so I will use Batch Create 380 Notice my template is preselected since I only have one template. I will choose all 200 sites to generate work orders. You may recall we associated these sites in the previous step. Click check all then Next 390 I am told 200 work orders are going to be created. Click Next to make it happen. 400 Once the process is complete we are given a message that everything proceeded ok. Click Finish to continue. 410 Let’s flip back over to our spreadsheet. Notice we have a couple of custom fields, # of Registers and IP address. The install date we will import into a special field called Requested Date. For now we will create two fields in BigWave to match our spreadsheet. 420 Click the Custom Field Definitions topic to add our custom fields. We add custom fields via the Add New Custom Field link. Pause to allow custom fields to be created 430 Now that both custom fields have been added we may import their values via our spreadsheet. Let’s import those as well as the Requested Date field now. 440 Click the import/export center topic and choose the import from excel option. First we will import our custom fields from our project spreadsheet supplied to us by QMart. The field names automap since they match the columns from the spreadsheet. We click Next to continue and the custom field information is imported. 450 Next we will import the Requested Date field. This time we choose the import schedule option. Since our Install Date is in the file we just uploaded we can reuse the Excel file from the custom field import. We map Requested Date to the Install Date column header from our spreadsheet and import. A couple of import warning messages are generated since we didn’t map all the column headers. We can view these warning by opening the supplied document, but for now we will move on. 460 Now that the requested date has been uploaded we can calculate our schedule. Under the Project Options topic is a button to generate our schedule. The default option is fine. Click Next to continue and the schedule is generated. This step defines a schedule for each work order based upon the lead times we specified earlier. 461 Let’s take a look at the reports area by clicking the Reports button The reports area shows many different views of all the work orders in this project. 462 463 For example the Schedule and Assign topic …. gives a broad overview for the entire schedule. In this we can scroll through all 200 sites. Notice each work order has dates generated. Again these were just created in the previous step. 464 Notice there is a work order for each site in the project. 465 Additionally, the activities from the template we created earlier have been copied to each of the sites. Notice dates were generated from the last setup step. The requested date for site 2202 was February 25. Notice how the Ship POS activity date has calculated to 30 days prior, the Installation activity is the same as the imported requested date, and the Disposal activity is 10 days after the requested date. 466 By default a new projects aren’t configured to track scheduled times, but this option is easily enabled if desired for any given project. 480 The reports area shows many different views of all the work orders in this project. 490 For example, the Pipeline Report shows how many work orders are in each status. These statuses are customizable per project, but the defaults are a simple ‘Open’ and ‘Closed’. Most projects will define additional statuses. 500 Using the scheduled events report I can view what is happening in my rollout by activity. Before we examine this I will create another date window. I click customize date ranges and specify a new window called Next 30 days. 510 I select this window and I see I have over 160 activities scheduled for the next 30 days. If I want to see what installs I have for the next 30 days I filter by the installation activity and see I have over 40 installs scheduled. The schedule events report is the primary driver for a project team to see what is ahead for the rollout. Notice not all 40ish installs are displayed. I can view the rest of them by using the scrollbar. 520 Under each line item in this report, or any other project report is the work order details for the site. if I click the show details link the work order page opens. Keep in mind this work order page represents what we are doing at an individual site for the project. 530 So we are now viewing the work order for QMart site 2214 for this project. There are several areas in the work order I will quickly highlight. 540 The details topic enables me to change my status and gives other pertinent information for the work order. Notice our now famous Requested Date field is on this page. Recall the Requested Date and the lead time and duration values from the template drive the schedule for an individual site. 550 The schedule and assign topic enables me to track scheduled and actual dates for this site as well as assign technicians to it. Notice the scheduled dates have been generated from what we did earlier. 560 We haven’t filled any other information in this work order so let’s hop to another work order from a different project, the PC Retrofit project that has some useful information to look at. We will quick search to work order 1927. The quick search looks across several fields, finds our requested work order, and opens it. 570 Notice it looks similar in structure to the work order we just left from the QMart POS project. Clicking on the comments topic reveals comments for this work order. Each work order maintains a discussion thread in the form of comments. Each comment is date stamped with the person that entered the comment. Additionally visibility options enable you to tightly control the visibility of particularly sensitive comments. 580 Under the documents topic we see 5 documents that have been uploaded. We can download each document individually or a group of documents in a single zip file. Additionally image documents can be seen inline in the web page under the Image View topic. 590 Notice under the Custom Fields topic we are tracking 7 fields in 2 separate groups. Recall in the QMart project we only tracked 2 fields. So you can clearly see that custom fields may be different across projects. This project, PC Upgrade, has 7 fields defined. Our QMart POS project has 2. 600 Under the pricing topic we track the pricing that is generated by this work order. We can see we have two charges here. One for Labor and one for Documentation 610 Adding new pricing is as simple as clicking the Add Pricing link. On the resulting form you enter a quantity, a unit cost and a unit price. Tax may be applied and you may specify your charge to the customer in terms of an expected margin. 620 Finally under the Audit topic you can see that any and all values entered into BigWave are audited and can be viewed from the work order. 630 Now let’s say our QMart rollout is complete and we have another team that will take over the work for our break/fix contract. To this end we will create a help desk project. Let’s quickly go through that process so you can see how that would work. 640 First we create a help desk project similar to how we created our rollout project earlier. QMart break/fix 650 I will quickly jump over to create a work order template, Fix POS, and define a couple of activities Drop ship equipment and install and set the lead time of the first activity to 1 day prior to the install date. 660 Now let’s run through an example. 670 Our help desk gets a call from QMart about a store on Wooster Pike in Mariemont Ohio. If they have the site id I can locate the store that way. I can also enter other information about the store to find it. For example, let’s search on part of the address ‘woost’. The site is quickly identified and autoselected. Since we have only a single template ‘Fix POS’… that is autoselected as well. Now just a few simple details need to be entered and we are ready to track this request. pos broken down at store. needs quick replacement 680 We will schedule a tech to be there tomorrow and I set the requested date as such. 690 I create the work order, it opens. Notice under the Schedule and Assign topic the scheduled dates have been autogenerated based upon the Requested Date. 700 I will assign the Install activity to a technician in our database. Using the calendar view I can see all technicians are available except for Gary Anderson. I will assign Andrea Pintea. The numbers in the parenthesis indicate a rating for this technician. As work in BigWave is completed, you can rate a technician’s work product similar to eBay. Here we see Andrea has 1 positive, 0 neutral, and 0 negative ratings. If we have the work order assignment alert configured, then Andrea would receive an email stating she has been assigned to this work order. 710 This work order is now tracked in the QMart break/fix project and the details of it would be entered as it is worked to completion. 720 In Conclusion You just witnessed a whirlwind overview of BigWave and how it tracks field service operations. There is much more that BigWave brings to the table including - site proximity reports that enable you to smartly schedule technicians - automated alerts to keep the entire team abreast of any red alert developments - a dedicated technician portal from which your techs may login, view their work, and enter site visit details - and dedicated customer and delivery partner portals that enable interaction with your teams in an efficient manner We invite you to contact us for a full featured demo of our product, are excited to learn about the challenges you face, and discuss how we can help! Thank you for your time!