Accenture Managed Field Force Service

Accenture Managed Field
Force Service
Accenture improves field-force productivity
The Accenture Managed Field Force Service 1 is a hosted offering designed to optimize
the scheduling, dispatch and management of mobile field technicians. Its robust
capabilities, applications, hosted infrastructure and managed support, are preintegrated
with designated mobile devices and network access. 2 This service has
been designed to help you deliver higher performance field operations with potentially:
• Lower operational costs.
• Increased technician productivity.
• Enhanced customer satisfaction.

Technician-Facing Front Office
Field service operations need to meet high customer expectations;
therefore, helping them enhance their productivity through optimized
scheduling, better-managed dispatch, fewer non-productive truck rolls
and more completed service calls per day is a priority.
Figure 1. Accenture Managed Field Force Service architecture
Approved Work
Scheduling
Application Dispatch Application
Scheduling
Until now, your choices for field-force
optimization have been limited. Point
solutions typically have basic tracking,
communication or work-distribution
functionality that cannot provide the
optimization, automation and productivity
gains that most mid-market
enterprises need. At the other end of the
spectrum, richer functionality custom
solutions can be costly and complex,
requiring significant time and up-front
capital to integrate, deploy and manage.
Technician-Facing
This managed service brings the richness
of functionality associated with custom
solutions in a delivery and business
model associated
Scheduling
with point solutions.
The Accenture Managed Field Force
Service can help improve the productivity
• System
of mobile field force technicians across
a range of industries such as utilities,
communications, service providers,
office and factory
Planning
equipment, home
repair, construction management,
and more.
Approved Work
Status Work Order
Completion Data
The Accenture
Forecasting
Managed Field Force
Service is a managed field-force
• Real-time Status Page
• Dispatch-manual/
automated
• System Administration
• Driving Directions
Time Reports
Others
Mobile Infrastructure (Server)
solution with rich end-to-end functionality
that is provided as a service.
This service can be deployed as a pilot
to demonstrate service functionality,
help refine field operations improvement
opportunities, collect and analyze
input from participants, and confirm
customer-specific service configuration
and interface requirements.
The Accenture Managed Field Force
• Predictable per-technician-based
monthly cost
Service can help reduce operational
costs and, ultimately, help achieve high
performance by providing the following:
• Leading field service functionality
for dispatch and scheduling that
has been preconfigured to support
common workflow and processes
of the client’s specific business
operations
4
“Front Office”
IP Based
Dispatch Application
Wireless Network
A comprehensive, easilyconfigurable
Device Application solution
• Real-time
• UMTS
• Status Page
• CDMA
• Dispatch-manual/
• GPRS
• automated
• EVDO
• WLAN
• Administration
• Satellite
Rather • Today’s than Work/Completed needing to separately Work
select, • Work purchase, Details integrate, deploy and
support • Work a Order variety Completion of components, Page your
enterprise • Document can Library choose the comprehensive
• Accenture Create New Work Managed Field Force
Service • TImesheets (see Figure 1).
• Application and service management
• Help desk support
• IT infrastructure and hosting
• Pre-integration with designated
laptop, handheld devices and
wireless broadband networks
IP-Based
Wireless Network Device Application
• GSM
• WLAN
Work Force Management System Web Services
Mobile Infrastructure (Server)
Integration Layer (APIs)
Mobile Infrastructure (Device)
Mobile Infrastructure (Device)
• Today’s Work/Completed Work
• Work Details
• Work Order Completion Page
• Document Library
• Create New Work
• TImesheets
• Supervisor Dashboard
• Simple Troubleshooting Job Aids
• Single contract for application
licensing, application maintenance
and support, application/IT
infrastructure hosting, including
sublicensing of key third-party
software utilized to power the
Accenture Managed Field Force
Service solution 3
• Driving Directions
• Amplify Supervisor productivity Mapping while
• Simple Troubleshooting Job Aids
reducing risk
• Access to Intranet/Email
The Accenture Managed Field Force
Service can help enhance field-force
productivity in your organization—
potentially creating additional valuable

Powerful business combination
With Accenture Managed Field Force Service,
your organization gets leading mobile field-force
enablement.
Accenture pairs its industry-leading experience
in deploying mobile solutions for enterprise
clients around the globe with an innovative
managed field force service that includes
comprehensive, multi-tiered customer support.
technician service time. This innovative
service can also help reduce the risk
of implementing advanced field-force
installations by providing a standardized
platform that is quickly configured for
each enterprise. The managed services
model integrates and maintains end-toend
field-force solution elements while
exposed web services simplify integration
with common enterprise systems.
Most importantly, the Accenture
Managed Field Force Service can
adapt to your organization’s needs.
Industry-specific user interfaces and
configuration points have been tailored
to work type, data capture and display
requirements for a range of industries
in order to allow quicker configuration
for a particular enterprise. Predefined
scheduling, dispatch and operational
rules can be configured to support the
business and operational priorities of
each enterprise. Fast deployment and
variable-cost pricing can help lower
the total cost of ownership, and speed
the time-to-value.
Extensive service capabilities
The Accenture Managed Field Force
Service supplies broad functional
coverage with user-defined interfaces
and defined configuration options
specifically tailored to the needs of
your organization. Pre-integrated
field service applications consist of:
• Programmed dynamic dispatch.
• Automated optimized scheduling.
• Mobility and message management
infrastructure.
• Field device applications:
– Today’s Work / Completed Work
– Work Details
– Work Order Completion Page
– Document Library
– Create New Work
1 Patent pending in the United States
2 Accenture does not provide the wireless data connectivity or the mobile devices
3 Separate leasing and wireless broadband data agreements with applicable third-party providers are required
4 A one-time configuration fee is also applicable.
The Accenture Managed Field Force Service is
designed to deliver a number of comprehensive
benefits, including:
• Rapid deployment.
• Minimal up-front capital expenses.
• Potentially lower total cost of ownership.
• Improved technician productivity.
• Flexible, per technician-based pricing.
• Configurable to meet your business objectives.
• Integration with back-end systems available
through optional services.
• Minimal internal IT support requirements.
– Timesheets
– Supervisor
– Simple Troubleshooting Job Aids
• Real-time statistics and reporting.
• System administration command
and control.
Equipping your mobile field
force for high performance
To help meet today’s mobile field force
service challenges, this pre-configured,
hosted and cost-effective field-force
solution provides the features and functionality
your organization needs to help
achieve high performance—potentially
enhancing technician productivity and
decreasing operational costs.
Contact
To find out more about the Accenture
Managed Field Force Service pilot
program, please contact Ankur Mathur
at ankur.mathur@accenture.com.

Copyright © 2009 Accenture
All rights reserved.
Accenture, its logo, and
High Performance Delivered
are trademarks of Accenture.
Barcode Placement
About Accenture
Accenture is a global management
consulting, technology services and
outsourcing company. Combining
unparalleled experience, comprehensive
capabilities across all industries
and business functions, and extensive
research on the world’s most successful
companies, Accenture collaborates
with clients to help them become
high-performance businesses and
governments. With approximately
177,000 people serving clients in
more than 120 countries, the company
generated net revenues of US$21.58
billion for the fiscal year ended
Aug. 31, 2009. Its home page is
www.accenture.com.