Field service organizations can now extend their systems and capabilities further than ever thanks to today’s mobile tools and technologies. Tablets, smartphones, netbooks, and their supporting software and infrastructure now enable greater efficiencies, boost customer satisfaction and make field activities much safer for mobile workers.

1. Mobile Software Accelerator
for Field Service Solutions
Capitalizing on mobility: Where to start?
Field service organizations can now extend their systems and capabilities
further than ever thanks to today’s mobile tools and technologies. Tablets,
smartphones, netbooks, and their supporting software and infrastructure
now enable greater efficiencies, boost customer satisfaction and make
field activities much safer for mobile workers.
But it’s not always easy for companies to take advantage of the mobile
offerings. Many that have tried to quickly extend their scheduling and
dispatching systems using mobile solutions have soon found themselves
in a complex and confusing technology landscape.

2. Their big question: Where do we start with mobile?
Together, Accenture and SAP have the levers (e.g., greater efficiency, reduced re-do rates, better customer service,
answer. SAP’s Sybase Unwired Platform reduced admin time) in a typical workforce management business case.
(SUP) is a market leader in enabling
the next generation of field service Here’s how the SMA works on a PC-like device such as a laptop and on a
mobile solutions. SUP’s robust set of smaller handheld device format:
tools and components make it practi-
cal to extend field service capabilities Workflow: The workflow is customized using industry-specific definitions for
to today’s powerful mobile devices. To information that is displayed and collected in the application. The fields and
make it easier to put those capabilities functionality are fully customizable. In addition, the workflow makes it simple
to work in the workforce management to enforce the validation and collection of data.
marketplace, Accenture has created the
Accenture Sybase Mobile Accelerator
(SMA) for Field Service.
The Sybase Mobile Accelerator
for Field Service
The SMA gives field service organizations
a mobile template, based on familiar
Sybase tools, that allows them to utilize
a common workflow for service delivery.
The template’s design draws from
Accenture's experience in helping more
than 150 service organizations around
the world.
To further improve its effectiveness Work List: The work list shows all work that has been assigned or scheduled to the
and speed to implement, the SMA has user in one view that is simple to navigate. The work displayed is a real-time list
industry-specific pre-configurations that updates throughout the day as work is completed or new work is assigned.
for communications, retail and equip- Each job on the list contains all the information required for completion. The list
ment servicing industries and can be also allows the field tech to collect and input additional information that is related
extended to other industries through to the work. Progress throughout the day is communicated in real time back to
the highly flexible meta-data model. the central office.
This level of configurability also allows
any field service organization to quickly
adapt the existing workflows to their
company-specific requirements without
having to implement a mobile solution
from scratch. The SMA for Field Service
offers significant savings for companies
that want to reduce risk and realize
value as quickly as possible.
Inside the SMA
The SMA is a mobile field service
application designed to enable field
technicians, installers, agents and
supervisors to complete their specific
roles within a field service organization.
It has been specifically designed to drive
enhanced business performance for each
of these roles, through functionality
that can be directly linked to value
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3. Raise New Work: The SMA enables users to raise new work while in the field and Integration: For scheduling and dispatch-
have it synchronized with workflow data in the central office. ing, the SMA is pre-integrated with SAP’s
Workforce Scheduling and Optimization
Supervisor Monitoring: The SMA gives supervisors complete visibility of their crews; (WS&O) application (ClickSchedule) for
they can see who’s working on what assignments at any time during the day. The scheduling and optimization. The SMA
work status of the technicians and crews is communicated via real-time updates. can also be integrated with existing
The updates include the GPS locations of each worker. e-mail and intranet applications so
workers have a single system interface
for completing their work.
Other: The SMA can work offline,
synchronizing data as the user roams
into coverage without any manual
intervention. It delivers all data to field
users in real time. Its data encryption
technology provides secure transmission
of information to and from the mobile
application. And the application can
integrate with mobile mapping and GPS,
scanning and other device technologies.
Benefits for field service
organizations
Faster implementation
• Features pre-integration with SAP’s
Workforce Scheduling and Optimization
(WS&O) based on ClickSchedule as well
as integration with other SAP modules
(CRM & ECC) via PI or adapters.
Parts List: An overall parts list for the daily work assignments includes a start-of-day • Provides configurable workflow to
checklist that is updated daily to show what’s still required to complete the jobs. In customize the look and feel of the
addition, parts usage details can be collected and tracked as jobs are updated. mobile application as well as of the
data it uses
Timesheet Tracking: The SMA makes it possible to automatically collect timesheet
details throughout the day and to capture supervisors’ review and approval capabilities. Better visibility and communication
• Shows field workers all the information
they need to complete their work
• Provides accurate visibility of field
workers’ status and safety
• Allows schedule alterations to be
communicated automatically—in real
time
Lower cost
• Cuts the time spent on the phone
• Boosts resource productivity
• Improves tracking and management
of inventory
Document and Attachments: A synchronized document repository helps to maintain Higher revenues
a user-specific offline database of documents and information. This enables field • Enables field techs to service more
techs to collect and store attachments and data while in the field—for example, customers per day
photos, diagnostic files and scanned images. • Gives techs powerful ways to improve
customer satisfaction
• Helps field service staff get the job
done on time, the first time, every time
• Promises reliable, narrow windows for
service appointment times
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4. About Accenture About SAP For more information about SMA
Accenture is a global management As market leader in enterprise application and how it can help improve the
consulting, technology services and software, SAP (NYSE: SAP) helps com- effectiveness of your field service
outsourcing company, with more than panies of all sizes and industries run organization, please contact:
223,000 people serving clients in more better. From back office to boardroom,
than 120 countries. Combining unpar- warehouse to storefront, desktop to Ankur Mathur
alleled experience, comprehensive mobile device—SAP empowers people Senior Executive
capabilities across all industries and and organizations to work together more ankur.mathur@accenture.com
business functions, and extensive efficiently and use business insight more
research on the world’s most success- effectively to stay ahead of the com-
ful companies, Accenture collaborates petition. SAP applications and services
with clients to help them become enable more than 170,000 customers
high-performance businesses and (includes customers from the acquisition
governments. The company generated of Sybase) to operate profitably, adapt
net revenues of US $21.6 billion for continuously, and grow sustainably. For
the fiscal year ended August 31, 2010. more information, visit www.sap.com.
Its home page is www.accenture.com.
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