Before Wireless
A starts his day at the dispatch office. He picks up his list of service calls and heads out to his truck where he looks over the list to figure out which call is closest to the depot. He reviews the balance of the calls and mentally maps them out to determine his route. He notices that one address is incomplete and goes back to the office for clarification. He returns to his truck and sets off for his first call.

When the technician arrives at his first call, the customer mentions that he'd asked for an additional spare part. Checking his dispatch list, the technician doesn't see a note to this effect. He apologizes to the customer and checks his truck to see if one is available. It turns out he doesn't have an extra part, but promises he will order one when he talks to dispatch. The customer asks when it will be delivered. The technician tells the customer he can't be sure until he checks the service parts inventory.

The technician finally gets to work and notices there is something else in need of repair. He locates the customer at the other end of the plant to inform him. The customer asks if the extra work is covered under warranty and if not, how much it will cost. The technician doesn't have this information, so they have to walk back to the office so he can call out on a landline to check with the depot.

He is now running late and tells dispatch to call ahead and inform his other customers.

While driving, dispatch radios to tell him that a customer is irate over this delay, since the repair he needs affects a mission critical piece of equipment. The technician heads to this customer even though it's out of the way. When he arrives, he finds that the customers upset and refuses to pay for the service call. Now the technician is even further behind,and dispatch informs him that he has to work overtime to get his calls completed. The technician reluctantly agrees. He finally heads home, where he fills in his manual time sheets and updates the dispatch list with his start and finish times.

The next morning, a sales rep asks if the customer from his first call was interested in the promotion they were offering. The technician replies that he was not aware of any such offer. Dispatch informs him that the customer from yesterday's first call is still waiting to find out when his part will be delivered. The technician realizes he forgot to even complete an order request form. Now he has to make an extra stop to pick up the part and deliver it. During this stop he receives another call from dispatch.

The customer from yesterday's second call is furious that he has received an invoice. The technician realizes that he also forgot to inform dispatch and accounts payable about the special dispensation. He stops at a payphone to call his wife and tell her he will be late for dinner again tonight.

Post Wireless
The service technician is at home with a cup of coffee. He checks his mobile application and selects the 'Field Service' icon from a dashboard display. He is presented with a sub-menu of options. He selects 'Today's Calls' to access the up-to-date dispatch list and scrolls though a summary of his planned service calls. He notices a customer that he hasn't called on before, so he clicks on the listing to get more details. He sees this customer owns a machine that he hasn't worked on in a while, so he selects "Technical Note" to read a short summary of the key maintenance issues.

He selects 'Updates' to review any last minute product or service bulletins. The 'Parts/Tools' feature gives him a summary of the service parts and tools he will need for the day and confirms whether they are on his truck or pending delivery. Thanks to this function, he rarely visits the depot since dispatch lists trigger drop-shipments using low cost delivery services. He selects 'Directions' to get a routing summary and prints the itinerary on his wireless printer. The calls have been automatically sequenced to optimize his travel time.

At his first call, the customer asks for the spare part he had requested. The technician confirms he has it and selects the 'Delivery' menu to pull up an e-form already populated with the customer's name and address, as well as the price of the spare part and part number.

Using his wireless printer he provides the customer with written proof of delivery while at the same time transmitting confirmation to dispatch, inventory control, and accounts payable.

He begins the work and notices there is something else that needs repair. He accesses the 'Warranty Status' for this customer and piece of equipment. Seeing warranty doesn't apply he selects 'Get Quote', enters a time estimate and the estimating function returns a quote which he prints. He accesses the customer's cell phone number from his Mobile application and calls to tell him about the situation. He also lets him know there is a written quote waiting on his desk. The customer OK's the work.

Prior to leaving, the technician updates his call status report on his Mobile application. A reminder asks him to confirm whether he explained the latest upgrade offer. He informs the customer, who asks the technician to place an order. The technician selects 'Order' to access an e-form with the details of the offer already populated. He transmits the order request and within seconds receives a delivery date. He prints the order for the customer and transmits order confirmation back to the sales and invoicing functions.

He realizes he is running slightly behind due to the extra work but he is confident he can make up for lost time since the next job is routine. The rest of the calls are completed as planned. He even fits in one additional call. Since his reports have already been completed as he worked, the technician calls his wife as he heads home and asks if she wants to go out for dinner tonight.