Mitel Next Berlin - Joshua Haslett and Charlie Jackson - Embedded Communications - Jan 2016

By the Experts at Mitel

 

Video Transcript

 

Joshua Haslett:
Well Rich announced us in October, and he told us to accelerate. And that's exactly what we did. We've been innovating at the intersection of mobile, enterprise, and cloud. And we've been working by co ideating with Lighthouse customers to solve real world problems. We've been developing new technologies, leveraging those core ingredients that we have at Mitel to bring new developments to market.
 
And today I'm excited to announce that we are open for business. As a matter of fact, today we will announce our first partnership with a software as a service provider, leveraging great capabilities with Mitel embedded communications. And we're gonna serve a segment that is highly under-served in the market today, the service worker.
 
If you think about unified communications and who it's been developed for and presented to over the last decade, it's really been focused on desk bound workers. People that use PCs and desk phones as their primary productivity tools. But mobile is changing this in a dramatic way. By using mobile devices and technology built first for mobile, it's bringing the service worker back into the enterprise.
 
We're able to connect the folks that have been disconnected from communications and in business intelligence back into the business. So what used to be an inside out communication strategy by enabling knowledge workers to communicate out to field service. We're spinning that around, and we're taking Mitel embedded communications to connect the service worker from the outside in back to the business environment.
 
And this is gonna allow us to do a number of things around business intelligence, around analytics. And helping businesses work much more efficiently and effectively than they have previously. You know, I'm sure that most of you in this room can relate to Rich's story that he just told. In a situation where he had a technician have to come out multiple times to solve a problem. The reality is if that technician, just imagine if that technician had had Mitel embedded communications directly inside of their service tools. That technician would have been able to reach an expert when he had those pictures and those videos.
 
Been able to get somebody online very quickly and then made sure that they got first call resolution and didn't have all that rework and all those trips back out to Rich's house. Well the same that that would delight you as an individual consumer. That same experience would delight a business.
 
So I would like to invite a very special guest to the stage with me here today. It is our first Mitel Embedded Communications partner. They're a leading software as a service provider. Enabling field service organizations to work more efficiently and effectively. And they digitized the work flow from dispatch to field service.
 
So please join me now in welcoming the CEO of FieldAware Charlie Jackson. [APPLAUSE]
 
Charlie Jackson:
Hi Josh.
 
Joshua Haslett:
Charlie, thank you.
 
Charlie Jackson:
How you doing?
 
Joshua Haslett:
Welcome. Thanks for taking time with us today. Sure appreciate it.
 
Charlie Jackson:
Certainly.
 
Joshua Haslett:
You know, I think what we'd like to do is start by talking a little bit about who Field Aware is.
 
Charlie Jackson:
Sure. Field Aware is the fastest growing field service automation company in the market today. Now, unlike many of the legacy organizations in our space, we're new generation technology. So we're mobile first. Meaning that our solutions are developed from mobile architecture out back to the cloud. And then the cloud services are platformed to connect to the various business systems that are important to companies for their commerce. And effectively what we do is, we transform a mobile worker's capability, And capacity to perform while seamlessly integrating back to those corporate systems.
 
Joshua Haslett:
So one of the key things I think from that point then, from a field work perspective, is how do you solve your customers' problems then with your tools?
 
Charlie Jackson:
Yeah, and there's four primary areas that I'd like to share with the group today. And the first is, we cure institutional blindness. I get that look all the time. [LAUGH] So what does that mean? When a field service person usually has to disconnect from those corporate systems to move out into the field after a customer like And we found that when they do that, it creates this blindness.
 
And the corporate systems are too complex to actually render down into an effective mobile application for their field people. So what happens is it creates this lack of insight into the field operations and more importantly the service levels and the customer experience that the customers are having, so we focus on the mobility and the simplicity of cost-effectively connecting those field workers back to those corporate systems in realtime.
 
Now, the other way that we're really focused with customers is helping them seize the opportunity of growth. And services. And we do that by the features and capabilities of our software, enable the mobile worker to service more customers more efficiently, resulting in increased revenue per mobile field worker.
 
Now we're also focused though on the margins that go along with those increased sales. And we do that by transforming the field service process. We're creating mechanisms for customers to reduce their service cost and to make service revenue more attractive to their company, the company executives, the boards and shareholders of their companies.
 
And finally, and maybe most important is that we're expanding and deepening The opportunity for companies to improve their  customer intimacy. By creating instanious visibility rich software feature and a interactive engagements with customers. We're creating opportunities for field service companies and field service division within companies to build a stronger product and bring loyalty with those customers.
 
Joshua Haslett:
Makes sense, you're bringing a lot of value to bear for the customers that are using your applications to improve customer service. I'm curious to get your point of view on adding real-time communications, embedded communications, to your application.
 
Charlie Jackson:
Well, this is why we're very excited to be here today.
 
The insertion of real-time communications right within the field of app, End to end all the way through the field service management work flow what happens at the customer level helps make communicating with those customers and or other field service colleagues instantaneous. All of that communication whether its voice, text, video, or messaging, will be captured right in the customers work order and work record and we think that's a tremendous value. The other areas that I think that both Mitel and FieldAware will have a tremendous impact is really the number, the single largest problem that field service companies have today and that's aging work forces. Getting the expertise to the actual point of contact with the customer.
 
If you're using email, paper, or spreadsheets to actually do filed service activities you're not going to be able to attract the right kind of talent or retain that talent for people under the age of 35. And if you're not using technologies like FieldAware and Mitel, your profits are going to suffer. So our software mirrors the way that these younger employees are accustomed to working, and the instantaneous communications provide an enhancement in the way they actually perform in their jobs. So for FieldAware, that's why we're extremely excited about the ability to create a differentiation for our customers and their service activities from their competition.
 
It's why we're excited about this business, why we're excited about the technology that we both bring, and more importantly, excited about working with Mitel in a partnership. 
 
Joshua Haslett:
We couldn't be more excited than we are today to have you here with us and to our partner in improving customer experience in mobile workflow.
So you might imagine now what would this experience look like for a customer of Field Aware with embedded communications. I'd like to walk you through an example to show you what that experience would be. This experience will walk us through four different personas, a customer, a dispatcher, a technician and a field service expert.
 
When we think about the initial customer contact into the business FieldAware enables their customers to have a work order generation portal, but what we've done is we've enhanced this now with Mitel's Contact Center capability. So a customer has omni-channel support to contact into the service organization and choose the medium that best fits them, whether that's voice, email, chat, And then when the customer calls into the business, it automatically comes into the CRM system and opens the customer record.
 
And then through the integration with Mitel and FieldAware in the CRM system, we're able to automatically generate work orders directly on the customer record so we have that service history.
And then that transfers very easily over to into the dispatch system, that FieldAware delivers. Now Mitel is able to take the mobile technology and enable real-time location awareness of al the field service personnel.
 
So when Rich calls in and he needs help with his technology system at home they can very easily identify the right technician that's close and has the right skill to respond to that opportunity. So they dispatch and assign the work order to the right technician. And when that technician receives the work order, it's electronic.
 
It's on their mobile device, and I can accept that work order and then state that I'm en route. And through Mitels and better communication we're going to then send notifications to our customer, so they can see estimated time of arrival and who is the technician that's has been assigned to that job.
 
Now when the technician arrives on sight they start working on the problem and like in Rich's example didn't have a solution on the first call. So in this case, I can reach out to an expert, leveraging messaging capability, or even escalating to voice and video directly in the application. When I'm on site, not only can I have a face to face conversation, but I can actually spin the video around so that I can show the problem that I'm working on, and help have that diagnosed in real time.
 
Solving it quickly and on that first call. So if you think about the power of FieldAware's application and all the value they bring to their customers, and then you combine it with Mitel's embedded communications technology, we really do three key things right out of the gate. The first is, we bring to bare, Intelligent Dispatch with location awareness and very quick response for a customer Service estimated time of arrival giving customers enhance awareness of their service experience and also extending fine and expert which typically would have been skills base running for contact center out to field service personnel and other parts of the organization.
 
So what we find Is that field aware is our first partner, field services our first vertical, but as you might imagine, there are lots of other verticals that have their own set of software as a service applications that fit into that vertical. We've already started working with our next partnerships.
 
And a power that comes into play here, Rich, when we think about your scenario Is that when we embed communications will enable better functionality and capability for the mobile worker. And we also improve the customer experience.
 
Rich McBee:
Thanks Josh.