ForceField Field Service base application

The rep uses online access to download new calls and to submit previously entered call data. For example, the rep downloads new calls at the start of the day and periodically thereafter, and submits call data after exiting the restricted areas of the medical facility.

The application's use of both online and offline processing features provides maximum usability and benefits to the service rep. Call data can be downloaded and submitted in real time, while data entry is performed offline, increasing reliability and lowering costs.  

1. The rep logs in while online.

2. From the menu, the rep can download new service calls. The rep can also download a set of problem/cause/resolution codes. This is only done once initially. The codes only have to be reloaded again if they change.

3. The rep can choose the sort sequence in which the service calls will be displayed. In this example, the calls are sorted by due date.

4. When the rep clicks the "View Call List" button on the menu, a list of open calls is displayed in the sort sequence selected. Data includes service type, call number, due date, scheduled date, facility name, etc. Columns not shown above are viewed by using the horizontal scrollbar. The rep selects the current call and clicks "Select Call".

5. The model and serial numbers of devices located at this facility are shown. The rep selects a device to work on and clicks "Select Device". After completing the call, the rep can click the "Print Report" button to print a service call report that is given to the customer as a record of the work that was done. The "Close and Submit Call" button will close out the call and send the data to the central server, after the rep is back online.

6. On this data entry screen, the rep enters various billable data related to the work done on this device, including hours worked, mileage to the facility, level of service done, and multiple entries for parts used to maintain or repair this device. A barcode scanner can be used to capture part numbers. Drop-down boxes are used for numeric entries where possible, to minimize keying.

7. In addition, the rep can enter one or more sets of problem, cause and resolution codes that provide more information about the service done on this device. These provide valuable historical information for analysis and device problem history tracking.

8. Finally, the rep can enter notes about the service done on this device, using Graffitti or the "virtual keyboard" provided on PDA devices.

9. As the rep clicks the "Save" button at each data entry step, the data is saved in a table on the wireless handheld device. Later, when the rep is online again, these saved entries will be sent to the central server (see step 5 above).