Presentation Notes

Introduction

• Presenter: Steven, Business Application Consultant at Avento (now part of Seeka)
• Background in FMCG and CPG industry since 2017.
• Transitioned to working on an app for technicians.

Business Need

• Target: Technicians who install and repair water softeners.
• Offline capabilities necessary (installations usually in basements).
• Planning already done in ERP; app needed for optimizing technician schedules.

Key Requirements

• Integration between ERP and CRM for scheduled appointments.
• Management of urgent interventions.
• Incorporation of navigation tools (e.g., Waze).
• Clear calendar overview for technicians.
• SMS communication for appointment reminders and arrival notifications.
• Structure for technician workflows (check-in/check-out, payments, documentation).

Solution Overview

App Development Approach

• Focused on one appointment = one intervention (not using field service model).
• Limited set of parameters recorded for inspections (e.g., water hardness, pH).

Integration

• Data integration from ERP to CRM using custom developed data connection methods.
• Data includes customer information, contracts, sales from 4-6 different tables.

Technician Planning

• Initial appointments set for 8:00 AM; technicians choose to optimize routes.
• Drag-and-drop feature for appointment management (limited to same day).

Calendar and Status Overview

• Color-coded appointment status (e.g., green for complete, blue for upcoming).
• Legend provided for clarity on color meanings.

SMS Communication

• SMS reminders sent 2 days prior and "I'm on my way" notifications.
• Azure web job checks appointments and sends SMS as needed.
• Plug-in for tracking SMS sent status.

Navigation Issues

• Utilized Waze for navigation, with potential address inaccuracies.
• Implemented a confidence level check for address accuracy; advised manual entry if low.

Intervention Process

• Technicians check in for interventions; status changes trigger color updates.
• Options to add extra products during the service.
• Automatic calculation of total prices and payment options.

Payment Processing

• Options for QR code or payment terminal during checkout.
• Azure functions handle payment requests to ensure synchronization.

Report Generation

• Automated email with service report generated post-intervention.
• JavaScript used to streamline report generation and naming conventions.
• Syncs email records and attachments back to server.

Data Management

• Regular web job runs to transfer documents from CRM to SharePoint for accessibility.
• Structured folders in SharePoint for easy searching and retrieval of reports and documents.

Conclusion

• Project involved extensive features and integrations.
• Only SMS communication and payment features were custom-developed; other features adapted from the existing "Fearless Leader" solution.
• Announcement: "Fearless Leader" now available on Microsoft App Source, including the Resco suite.

Acknowledgements

• Thanked the audience for their attention.