Field technicians are the lifeblood of the service-oriented organization. They need the right mobile tools to provide maximum value to customers. View this recorded webinar and learn to empower field techs, drive flawless customer service, and capture more revenue with mobile apps configured specifically for your mobile workforce. Learn to optimize your back-end ServiceNow FSM application with configurable, online / offline mobile apps.
View this webinar to:
- Explore the benefits of a powerful mobile platform for field service management
- Discover real-world field service management scenarios where mobility has a made a huge impact
- See a demo of our online / offline mobile apps that connect into ServiceNow Field Service Management
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Chief Technology Officer
Head of Product Management
Customer Service Management
If you prefer, you can read the full webinar transcript below.
[00:00:10] Mobile Reach: Hi, everyone! Welcome to our webinar: “Optimizing Field Service Management with Mobility.” We appreciate you joining us today. I would like to introduce today’s presenters. We’ll hear from Mobile Reach President Nasrin Azari and Mobile Reach CTO Justin Boeckler. We are also happy to have a special guest today, Venki Subramanian, who is the product management director for ServiceNow’s customer service management and field service management products. Here is our agenda for today. Many of you are aware that field service management is a growing and critical area for many organizations. Analysts predict that field service organizations will more than double in size and complexity over the next four years. A robust field service management solution with a strong mobility component and mobile apps that can scale as your business grows is key to maintaining and improving your competitive business advantage, field operations, and customer-facing interaction. Mobile Reach has teamed up with ServiceNow to bring to the industry a best-in-class field service management solution to meet the demands and challenges of field service organizations everywhere. Today we are excited to share a glimpse of this solution with you. And now, without further ado, I will turn it over to Venki. Venki, thank you again for joining us today.
[00:02:15] Venki: Thanks A lot. Welcome everyone to this webinar. I would like to give you a brief overview on what ServiceNow provides in the area of field service management. I’m sure all of you are well aware of ServiceNow as a platform company, as a company that provides IT and service management solutions. Some of you are also aware that we have introduced into the market a customer service management solution which includes an integrated field service management solution. So I’ll briefly talk about what we offer and the areas where we partner with Mobile Reach to bring enhanced experiences to the field service technicians and field service organizations in general. So, why do we care about field service? I mean, we hear so much about technology and more services being provided and all that. But the reality is we ultimately live in a physical world. We are surrounded by devices, by equipment that we used to run our business, or things that we use for our own personal uses. If I turn around and look at my desk there is a laptop, there is a mobile phone, there are an extra screen and a bunch of other things. And any of them at any point can go bad. Some issues might develop. And if you look at more of an industrial scenario, you’re looking at heavy equipment that is actually being used constantly to run services to customers.
[00:03:40] Venki: Think of a cell phone company or cell phone services provider. They use cell phone towers and multitudes of other equipment to provide the services that connect you and me. If you go to the next slide you’ll see that in a panic like that I know I might think things always go back and that’s when you need field service. So essentially the point I’m trying to make is that not all services can be delivered remotely, right? Solving customers issue is not always just about know answering a call, sending a reply to an email, or providing a knowledge article with a set of instructions so that the customer can follow them and fix their issues. Many times you actually need to send technicians on site. And if you really think beyond that, sometimes we are not just talking about the field service as a break/fix process even though that’s what immediately comes to mind. If you think of the equipment that are running car services and providing services to us. That is a huge effort that is spent on just the upkeep and maintenance of these services. There’s a huge planned maintenance component where you have to constantly send out people to inspect the equipment. To make sure they are working. To do regular maintenance activities so that they don’t break down. So all of this, actually, encompasses that you know this is actually this falls into the realm of field service. And, you know we, as we mentioned earlier during the call this is a market that’s growing really, really fast. We’re looking at about two and a half billion dollar market that’s expected to go up to five billion dollars in the next three to four years.
[00:05:10] Venki: And one of the big things that are fueling the growth is the increase in the number of connected devices that we have and the increased amount of technical complexity in each one of these devices. So what do we offer? What does ServiceNow offer in this space? If you go to the next slide, you’ll see that this is our overall offering in the area of field service management? So if you look at it from left to right, typically the reasons for initiating a field service work order process where you send technicians to the field. It starts with, oftentimes, the customer calling you to put in an issue. I call in and say that my car is broken down or I’m not getting network connectivity in this area of my building. And someone needs to come and inspect and see what’s going on and fix that issue. The other common use cases, if you think of companies that provide services, many times you are looking at capital projects, right? So you are a company that actually outsources and provides network services for many customers. So much of the time your job actually involves installing or maintaining that infrastructure or the infrastructure that’s already there in the facility. So there is a project management component which ultimately results in work being done in the field.
[00:06:27] Venki: Another common scenario that I’ve mentioned was unplanned maintenance where you have equipment that is deployed which requires regular maintenance. Take a very simple example, a printer. You need to send someone out, especially if you look at the commercial printers, you need to send someone out periodically, maybe once a week, to check the toner levels and to replace the ink cartridges and things like that. So that’s a very simple example of a planned maintenance activity. But it could end up being large industrial equipment which can be pretty complex and intense and it actually contributes to a big part of what field service organizations do today. The last one, which is really on proactive monitoring, is really an opportunity that has opened up in the last few years and it’s growing really, really fast. If you think of devices and the smartness of the devices. You know, the connectivity, artificial intelligence that you can collect from electronic devices. Now, this has grown tremendously and still continues to grow and it up it opens up a lot of opportunities for companies to be smart about how and when they maintain the equipment. How can they proactively fix issues even before customers notice them or even before that really becomes an issue? Again to take a very simple example, if you have equipment that is out there and you’re monitoring the operating temperature on the equipment and you see that it’s actually increasing. It goes beyond a certain threshold and it has done that three or four times in a day. Most probably, its gonna break down the next day or the next week, right? So those are things that you can now try to understand and you can initiate some kind of preventive measures to prevent that from breaking down. So all of that leads to the work order and these are all components are capabilities that ServiceNow offers as part of our portfolio.
[00:08:06] Venki: But in the area of field service management itself, specifically, we provide a solution that can help you manage your work orders and break it down into tasks. We have the capability to schedule and dispatch this work to different technicians in different locations based on their location, their location coverage of the proximity to that task, based on their availability, based on how skilled they are, and based on how suitable they are to work on a given task. So this is an important piece in itself. And then integrated with that, we provide asset and parts management. So that when technicians show up onsite, we can ensure that they have the right parts and the right assets with them to do the work. You know, the right replacement components so that they can actually complete the work. And also, we are able to track the time that we spend on each of these activities. Comply with SLAs and commitments that we have given to customers. The contract that we incur as a service provider organization to provide those services to customers. And all of this is built on the same service management platform. And you can leverage a lot of capabilities on that platform to support these processes, like group management, locations, skills, and inventory management. We have an integrated knowledge management tool that provides the technicians with the right information at the right time. We have a pretty robust workflow capability that can be used to implement your specific processes. And last, but not least, if you look at the top of the slide, we also provide access to different people on different form factors. So, a dispatcher might need to access this information from a large screen with a big dispatch board. A technician might need to access information from their laptop, tablet, or mobile devices. And these are all traditional capabilities we provide. And the way we differ from the other providers in this space is we offer an integrated food service management solution. So we’re not a point solution. We don’t just focus on field service, on work order management and scheduling and dispatch. But we have an integrated solution that helps you manage these processes all the way from an integrated customer service management. So understand where your customers are, provide a platform for engaging with those customers, capturing those issues and seamlessly moving that into the field service process. We have standardized service offerings using our service catalog and other capabilities so that you can actually structure the work that is being done and standardize them. With our planned maintenance and with integrated operations management suite, we can offer proactive maintenance solutions. We can optimize the scheduling an assignment for better productivity and field service. And ultimately try to work with our partners and increasing our capability to provide access to all of this information from anywhere.
[00:11:01] Venki: So I just want to highlight that the last aspect which is the access part, right? Especially, if you look at it technician experience and please go to the next slide. What do technicians really need in today’s world to be effective as a technician? Most of them are actually mobile they are not sitting in front of a desk, in front of a laptop and doing their work.
[00:11:23] Venki: They’re actually moving around doing work in the field. So these field technicians they need access to the right information at the right time. They need to know who the customer is. What is the issue that is being reported? What is the context? What are they actually working on and anything related to it? Maybe things like the equipment maintenance history. That might actually help them be more effective in what they’re doing in providing that service or in fixing that issue, right? The other part of it is, they want to spend more time working. Field service organizations are under tremendous pressure to do more with the same amount of resources or even less number of resources. The amount of work goes on increasing. So it is a lot of emphasis on field technician productivity or field service engineer productivity, right? And productivity means that they need access to that information but they also need to be spending more time doing the actual work instead of going through a pretty convoluted process to enter or capture the information. That I did this particular piece of work. I spent so much time doing that. I want the systems to be intuitive to follow and optimize the process to follow their work as opposed to them trying to follow the system to capture the information that they need to capture. They also need the capability to connect with experts. With the increasing complexity in the field services landscape, technicians need the ability to connect with experts. A collaboration built into their tools become an extremely important aspect for them. They also want to use the device capabilities and these devices, the smartphones today, are much more powerful than computers.
[00:12:51] Venki: Mobile devices have a lot of capabilities that come with them. And field techs want the systems to work with these capabilities in the right way. Things like voice dictation. How simple is that? That where they don’t need to type things into the system. Things like location tracking to track where they are to guide them to the right place. Barcode scanning technology for capturing information about the parts that they’re using or things like that. These are just a few of the examples. Many of the field service technicians also probably require integration with other mobile apps. Not everything is typically on our the ServiceNow system and they want a single point of contact for all the information they want to capture. And another very important piece, especially when it comes to field service, is the need for offline access. Plenty of times field technicians go and do work in places that they are disconnected from the network. It’s not because the network itself is bad. I mean, think of an elevator maintenance technician that goes into the basement of the building. There are Wi-Fi black spot and holes and in those places where they cannot access the network. And that’s why another important aspect is not to have a great mobile experience but make sure that they have the access to the right information even when they’re disconnected periodically and they can synch back all of the information.
[00:14:01] Venki: And ultimately one of the other common asks for field service technician is to enable them to do all of their work out of one single system as far as possible. Instead of having them log into their laptop to do part of the work and their mobile to do some other part of the work. They want a single system that can integrate into all of their back-ends and to hide the complexity and provide an optimized experience for them. So these are exactly the areas where we, you know, leverage partners like Mobile Reach. We work with Mobile Reach to sort of provide that kind of experience for our technicians. So we provide the backend smarts the backing capability to run your integrated end to end process for service and for optimizing experiences but technicians. These are some of the other capabilities we partner for. So with that, I would like to have this over to Nasrin to talk to you more about the specific capabilities Mobile Reach provides in this space.
[00:15:01] Nasrin: Thank you, Venki, and welcome everybody. We’re excited to be here. Venki did a great job of talking through field service management and gave you a brief introduction to the importance of mobility in the whole process. I’m going to spend little bit more time discussing the role of mobility and then I’m going to turn it over to Justin who’s going to actually show a demo of the Mobile Reach apps for ServiceNow. So, really, there are four things that I like to focus on when I think about the benefits that are critical to a field services organization with regards to mobility.
[00:15:40] Nasrin: And the first thing is that service delivery, that customer interaction. So, when you think about your field technicians and your business as a whole, the whole customer satisfaction a lot of times is very dependent on the interaction that your field service technicians are having with your customers, whether they are internal or external. So, that technician’s experience and the customer’s experience with the technician is going to affect that customer’s level of satisfaction with your product or service. And the tools that we put in the hands of those technicians are going to affect their ability to satisfy the customer at a high level. So, that’s one area where we want to focus with the mobile solution.
[00:16:25] Nasrin: The second piece, increasing visibility, is really important because as you have more folks in the field, the visibility component is super important to the people that are on the back-end. So, the people that are working within the ServiceNow tool itself, and they want to be able to see where their technicians are at any given time they want to track what’s going on. And as much information as they can get real-time as possible the better. They’re going to be able to make decisions. Whether it’s dispatching additional work, whether it’s being able to handle certain situations. Being able to assign resources to a brand new critical work order that’s come up or if something has changed in the environment, the back-end person, the dispatcher or the manager, that’s monitoring everything from a central point needs to have visibility about the technicians and that does reduce the risk the field service operations overall.
[00:17:23] Nasrin: And third, as Venki mentioned, that the efficiency and productivity of field techs is the primary reason for the mobile solution. And it’s very important as field operations teams are being required to do more with less. The effectiveness of their mobile solution is going to have to have a big impact on how effective the field techs can be, which is going to drive our overall productivity. And that all feeds into improved operations overall including being able to bill easier, to manage parts more effectively. So it really is integral to the entire operation of your field service organization. So if we can move that to the next slide. I love that quote and this number here. If we take a look at the best-in-class companies that are doing field service operations, 44 percent of those prioritize mobility. So mobility has become very, very important. I think that Venki mentioned the increased focus in front the increased size of field services as a whole and the companies that are operating at the highest levels are putting focus in mobility for the very reasons that I mentioned before. Next slide please. So, in particular, these bullet points really hit those key points. You’ve got your field technician that’s going out to fix issues or even perform maintenance. And being able to do that the first time you’re out there is going to improve the amount of time it takes to complete the work no matter what that work is. It’s going to provide a better experience for the person that’s waiting for that work to be completed.
[00:19:28] Nasrin: So that’s key. The real-time integration between mobile devices and back-end systems really ties to that back-end visibility. The ability for folks that are in charge of making decisions about operations, that are keeping track of the productivity of the team, that are dispatching work orders and managing tasks and things like that on the back-end. Having that real-time integration between the mobile devices and the field technicians in the field and the back-end system. In our case, the field techs are operating on their mobile devices and there’s a real-time connection back to ServiceNow so that all of that information is being tracked real time. So that the dispatchers and management can make good decisions. And then greater performance and workforce utilization that ties to having a productive workforce. And the folks in the field being able to get their jobs done more effectively, quicker, faster and easier, too. Take one of the big aspects of all of a well-designed mobile solution is one that really makes the job easier for the technician. So that not only can they get their jobs done faster but they can focus more on the work at hand versus just tracking what they’re using or what they’re doing on their mobile device. And then finally, 24 percent are seeing greater performance and service margins because of the service efficiency that they’re seeing in the field. That’s huge to the bottom line of an organization and that’s really what it’s all about when we talk about competitive advantage and improving the operations across the board of your field services team. So that your business can become better at what it does. So the bottom line is really enabling your field services organization as a whole to become more proactive and more competitive in your market.
[00:21:30] Some of the very specific features of the Mobile Reach solution with ServiceNow that really tie into a very effective field service management entire solution. First of all Mobile Reach has a direct integration with ServiceNow. Now we’ve talked a lot about that visibility of the back-end system and having the field techs directly connected to that system and that’s one of the things that we provide. In addition to being able to provide the offline capability, so that the techs can work when they don’t have connectivity to the back-end. We also provide that synchronization. So when they get back in network connectivity, all the data is effectively protected and synchronized with ServiceNow so that there’s visibility on the back-end of what’s happening. And that constant tracking of field technicians, so that the dispatchers know exactly where all the technicians are at any given time, can be critical not only for being able to effectively route tickets but also in certain situations that can help them keep their technicians safe, as evidenced by one of our customers. One of the other things that I mentioned offline capability. Another thing that’s very important in field services is having very task-specific mobile applications and mobile interfaces for your field techs because every field tech is out in the field to do a particular task. They’re out there doing inspections of equipment. They’re doing break/fix operations. They may be doing preventative maintenance. They may be running surveys. And all of these things are very task oriented. And so one of the things that’s a notable feature of the Mobile Reach platform is that ability to create and utilize very task-specific mobile applications and mobile workflow that supports those tasks of the field force as well as your business processes.
[00:23:32] Nasrin: One of our joint customers is Gogo. They use ServiceNow’s field service management solution along with the Mobile Reach front end. And if any of you are folks that fly which probably most of you are you probably know that Gogo is the company that provides Wi-Fi access on the airplanes. And so the one thing that’s very important for them is to keep their towers up 24/7. They’ve got field engineers that are constantly keeping up with what’s going on in the towers and managing work, or even preventive maintenance or tickets that need to be resolved for those towers. And so they built a suite of very specific mobile applications to do those tasks in this field. One of the things I mentioned earlier was keeping the technicians safe. So they track where their technicians are in at any given time. And they have inspections and repairs that might require climbing towers. And so it’s very important for them to make sure that there is a weather event or something that’s coming along and the technician, they may want to pull a technician off the tower. So being able to communicate that is important to them. There is a lot of connectivity in their solution. So they do a lot of online access applications so that they can have this constant interaction between the backend dispatchers and the technicians in the field. And so in terms of optimizing routing, that’s very important. First-time fix rates. All of that stuff ties into the benefits that Gogo has seen. Next slide, please.
[00:25:20] Nasrin: Finally, just to summarize, mobility isn’t a magic bullet but it’s certainly becoming more and more important in field services operations. And all the benefits that I mentioned earlier are key to an effective mobile solution. And it all really comes down to customer satisfaction and folks being able to get their work done more effectively and more efficiently in the field. And with that, I’m going to turn it over to Justin who is going to show a demonstration of the Mobile Reach mobile apps for ServiceNow.
[00:25:49] Justin: Great, thanks, Nasrin. So when we talk about field service, I’m going to be showing is a couple of examples. As Nasrin mentioned, there are a lot of different use cases specifically with field services that you can build out. I’m going to show two specific use cases. They’re really just using ServiceNow as the engine extending the work order task application out to the field. Typically, within field services, you would have a parent work order. But it would actually be the tasks that get sent down to the field for the individuals to go on site. And so I’m going to demonstrate to start off with that application. There might be peripheral information you need to collect whenever you’re out in the field and you do like safety evaluations and surveys and forms extension like that. So I’m also going to focus on that as well. So, first I will start off with the ServiceNow application and take a particular work order and kind of play the dispatcher’s role. And I thought I’d dispatch the ticket out into the field and then I’ll transition over into the mobile application.
[00:27:21] Justin: So, I’m a dispatcher. I need to know where my field force is. Since ServiceNow has lots of tools with different ways that you can analyze and decide either based on, you know, vicinity, looking at a map, looking at where the tickets are. Or also just planning and technician’s time using a timeline. Looking at what they’re already planned to do to work on and then assign based off that. I’m just going to go ahead and do this particular assignment. And it’s going to auto-assign. It pretty much fills out the auto-assign based on the scheduled start date and a number of factors. And so I will go and make that assignment. Pick a few different dates. And the dispatcher’s job is done. They’ve assigned that particular task out into the field. And while that was going on I’m going to go and share I’m on mobile desktop is the way I’ve got the application set up. One of the capabilities with our product is around notifications engine. So you can have ServiceNow generate a notification and based off of that it can actually drive right into the particular work order that you’re being notified about. So this is more of an online operation you can configure using our platform. You can have ServiceNow send notifications via our push notification engine. You know the specific pieces of information. It will then take me into the app and allow me to work a ticket. So this is just a sort of a sample application that I’ve built into our platform to extend the work order task application out.
[00:29:29] Justin: And there are different aspects. If I jump into this app, there’s a view in the bottom right that I can flip over into a map. To kind of get an idea of my region and maybe I’d be covering all the tasks that are assigned to me. I can plan my day out if it hasn’t already been planned for me. Looking at the distance and travel duration and decide if I have the luxury of deciding my own route. In some cases, the route might be planned out for them. But in this case, I can go and pick one of them to jump right into from a map view as opposed to more of a list view. And then once I, you know, pick a ticket to work or I’m onsite or I want to notify the dispatcher that I’ve accepted it, I can go ahead and hit the accept button. And it will send that notification out. And this app kind of jumps back and forth between offline and online. Typically, when you accept a ticket you don’t want to immediately jump into that particular ticket. And sharing the wrong desktop. So within this application, you have a number of tickets that are viewed here. I can flip over and actually look at a map view. And within this map view, I can select one of the tickets, see distance, travel duration, and this is all using the built-in maps. I could see a different hybrid look. I could even get travel directions, travel duration, and then jump right into that particular ticket.
[00:31:14] Justin: So then once I arrive on site, I can go and start travel which will take time stamps. Not just the time stamps when this data gets back uploaded into ServiceNow. But actually, if I’m down in a tunnel, or as Venki mentioned, in an elevator shaft doing some work, it is going to capture that activity when that occurred on the mobile device not necessarily when it actually gets pushed back up. And in some cases, you might want those metrics to be part of your SLAs as opposed to sort of the online capabilities or online timestamps. So within this app, I have multiple tabs of information. This is a relatively large app that’s kind of extending a lot of the work order task capabilities out. You know I can get directions by jumping right to the built-in Maps application. If I wanted to get turn-by-turn instructions. Again, efficiency. What can I do to make the technicians’ job easier by directing them to the map and allowing them to get turn-by-turn directions. You can also, as soon as I open this ticket, it’s tracking where I am and also in the background it’s recording my location back up into ServiceNow so, as Nasrin mentioned, I can track where my technicians are in real time not just when I’m using the application or when I do certain things in the app. There’s a lot of options based on your customer specific use cases that they may like in an example they need to track real-time because there are safety concerns that they’re that they’re being tracked as individuals for.
[00:33:09] Justin: And you know there’s basic parent work order information that I just get a read-only view. If when it gets to the point where I can close this ticket, I would come in here and maybe I collect signatures and I can sign this or have somebody on site collect a signature. That can be converted into an image and sent up into the service system as a part of this particular work order. Parts requirements, this is where the parts management side of things comes into play. Where if I have requirements I can create new parts requirements. If I’m on site I can request parts be transferred to me. This is where you do that. And also to look at what parts I need to take with me out to the job site in order to complete the task and then transfer is easier. If I had parts being shipped to me, this is where I might receive them. And then also the part usages, if I’m out and taking parts out and putting them back into my inventory or are actually using parts that I’m taking with me to the job site, this is where you would record that. And again all of this is available to you offline because once you get to the site that’s typically where the offline points of interaction are going to be once you get on site whether you have connectivity or not and if I’m going to be able to record that information. A lot of times the work being done might be charged back to a specific organization. You want to track the work and make sure it’s getting accounted and the time is being accounted for properly.
[00:34:55] Justin: So at the end of the day I can save this, jump back into the app, let’s say, pick another one of these. Go ahead and accept it. It’s going to actually trigger a workflow. Now it’s an accepted state and I can start travel and then also start work. It’s going to synchronize that data back up to the system. A couple of operations occurred while it was disconnected. So it’s going to go ahead and synchronize that data up. Now that I’ve got a couple work orders in progress, and I come in and go to my closure tab. This is where you know again, making the job as easy as possible. You can leverage the out-of-the-box capabilities using voice to text. “I just fixed this computer. I will now notify the customer.” So I can leverage those capabilities to collect a signature and close and complete. And then once I close that ticket, A137, will be removed from my queue, and I can proceed on to the next task. So that’s a full workflow from assignment notification to ticketing or task acceptance to actually working a ticket and then closing a ticket and pushing it back up to the ServiceNow system. There are queues at this point that you can leverage. Some of our customers wanted location based queues, where they wanted to look at, “Okay, while I’m on site I want to knock out three other jobs while I’m here so I can actually make these two queues.” Like I’ve just got my group open right now. But you could expand these really pretty much every aspect of the application that you’re looking at.
[00:36:56] Justin: You can also brand the application based on your company logo and your company’s color and theme. So there’s a lot of configurability within the Mobile Reach platform. And then the last is just a quick job safety form. And this is kind of leveraging more of a custom forms extensions which often times gets paired up with with a work order application where you might be performing work. But then also have to collect data while you’re out in the field. The principle around this is there’s job safety evaluations or assessments that have to be completed and when you’re out in the field. So this probably was something that was previously a paper form. And I can turn that into a ServiceNow application or ServiceNow form. And then I’m going to extend that form to the mobile device by leveraging the Mobile Reach platform to allow my technicians to perform these assessments in both online and offline environments. You can also leverage a lot of the device capabilities like the barcode scanner I have here. If I wanted to scan into a field, I could do that. So I’m just using Bluetooth barcode scanner. You can also come in and maybe you have a particular safety assessment and you might also want to pop into the camera and actually take some photos for specific evidence of the safety infraction. So I can go ahead and snap a photo and then there are different metrics in this particular case that might have some readings that they have to pull up, in this case, it’s gas levels. So I can perform those readings and report them. So I have evidence. Not just the work that’s being performed but specifics about the work that I’m doing. And again go ahead and save this up upload it and if I go back into my ServiceNow system and pull up job safety. I think we’re running up on time here so this is obviously just a snapshot of what Mobile Reach capabilities are. But if you want to do more we’re happy to perform more of a tailored presentation for you and answer any questions you have about the platform. Thanks.
[00:40:01] Mobile Reach: Thank you guys very much. Thank you, Justin and Nasrin. And thank you, Venki. And thank you all of you for joining us today. We will now answer a few questions. Which mobile devices are supported by Mobile Reach? Justin, you want to take that one?
[00:40:32] Justin: Yeah, absolutely. We support all of the primary mobile platforms and even some legacy platforms. You know, the typical ones you think of, iOS, Android, both tablets, and smartphones. You build the application once and it deploys across all those platforms. We also support legacy devices that typically come up around barcode scanning asset management. We have a big focus on that as well, which is kind of a central component of field services. And those typically are Windows Mobile or Windows type devices. And we also support BlackBerry, as well.
[00:41:21] Mobile Reach: And a follow-up question to that one what’s the most common mobile device you see being used for field services.
[00:41:29] Justin: I would definitely say the work order task application where you have field technicians that are needed to record the work that’s being done out in the field. So are there maybe doing this with pen and paper in hand entering it or eat or maybe they’re using you know the web browser. And they really want to take their mobility to the next level and utilize and build out very, as Nasrin mentioned, tailored user experiences for them on our platform. So I would say that probably the second is just generic forms extensions where they have paper forms that they’re trying to replicate and kind of get rid of and modernize and get rid of that paper trail.
[00:42:26] Mobile Reach: Does Mobile Reach integrate with ServiceNow Express?
[00:42:39] Justin: Yes, the REST web services API is what we leverage out of the box and that is a part of what ServiceNow Express comes with. So yes, we can integrate it ServiceNow Express as well.
[00:42:53] Mobile Reach: And Venki, we have one question you for you. Does the ServiceNow Field Service Management module stand on its own or do you need other modules to have it be fully functional?
[00:42:58] Venki: The ServiceNow Field Service Management application can stand on its own and do the parts that are relevant for field service, like work order and task management and related functionality. It is packaged and sold as part of our customer service management suite or service management suite so that’s you can buy it. Either buy field service management separately and along with that, you get all the related functionality like the asset management part and inventory management and all of the other features.
[00:43:37] Mobile Reach: Thank you so much. And I think that’s it for the questions for now. And if you guys are interested in learning more about Mobile Reach solutions for ServiceNow, please contact us today to schedule a demo for your team. We appreciate your interest and have a good afternoon. Thank you.
Download our Mobile Reach Field Service Apps for ServiceNow Solutions Sheet to learn more.