Service Management & Billing Tool
The Challenge
This Airline client was seeking a solution where they could record and track all their
activities and services as per their contract SLA’s. They needed real-time updates
sent from their workforce in their simplest form which could track every service and
task per job, time and resources used. This would also demonstrate that they were
delivering their contracted services on time and that their billing was accurate. Key
requirements were that their customer could review the work carried out and sign off
a worksheet per completed job, that resources were engaged in the right areas at
the right times and that the billing process for all tasks per customer was calculated
and tracked on a daily basis. MIS report outputs would also guarantee and
demonstrate that they were meeting their SLA’s and billing accurately for all task
requests from their customers.
In order for this to work the requirement meant that task updates would be have to be sent from
devices that were independent of the communication protocols being used meaning the customer
could choose to use any device i.e. PDA, mobile phone, iPhone etc. It also required that updates
could be sent from workers or supervisors within their mobile workforces from any area they were
operating in and that all updates were being made in real-time. The requirement also meant they
wanted the most cost effective communications available and the cheapest and quickest route to
market to achieve this.
The Solution
Qualitiva designed and developed a web application interface which could be used on any mobile
device giving the customer flexibility to utilise current PDA’s which were being used in the field and
also any other communications devices moving forwarded. The application utilises any mobile Telco’s
network in use at any location being able to send updates via data sending services such as GPRS,
3G, UMTS, and Edge etc. The customer was provided with the most choices and the cheapest
communications methodology available as it was already deployed and available via the Telco. There
was no additional investment in infrastructure or devices needed. Data uploads from mobile devices
being tiny also means the solution is extremely cost effective as they are well within their current data
package usage and the cost of ownership didn’t rise.
The application interface also provides a secure sign in allowing different levels
of user to access the application. The application compromises a set of simple
screens which trapped key operational data to identify the associated service, job
and tasks that were carried out and requires that a user has the simplest and
most minimal updates needed to log task information. The application also allows
users to create and update multiple jobs on the go – with each job creating a
worksheet for review and a sign off screen where a customer agent is allowed to
sign off a completed job by using a pre-defined customer code. All tasks are
carried through to the Web server where a predefined rate for each service task
automatically calculates the cost per customer job and creates an invoicing
transaction file. This file can also be output to a spreadsheet and be interfaced to
a financial system.
The Benefits
- All daily services and tasks are tracked accurately per contract SLA
- Service management levels can be tracked per hour, per day, per week
- Resources are correctly positioned and are delivered on time
- Billing is automated and accurate as all additional services are tracked and charged
- Operational reporting is available daily, weekly and monthly
- Manual processing and paper trails are greatly reduced
- Administration costs are greatly reduced
- Remote stations activities can be tracked
- Reduced invoice queries - customer sign off’s ensure billing is paid on time
- More profits – reduced revenue leakages and queries
- More efficiencies - services delivered on time and tracked
- Less admin costs – paper trails, printing, double entry, mistakes
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