Over the past 100 years, Royal Cup Coffee (RCC) has grown to become a major importer, roaster, and distributor of premium coffees and teas. Serving customers in the food service, office, and specialty coffee markets, RCC now reaches markets throughout the
United States, into Mexico and the Caribbean. RCC also provides vending machines across their client locations, supported by a strong work force of 220+ field service engineers.
Like most companies with large field service teams, RCC sought to raise productivity and reduce their Mean Time to Repair (MTTR). Since managers could not easily observe the field service employees’ work, it was challenging to schedule field technicians in an efficient manner. In addition, the scheduling process did not accommodate changes and cancelations in services calls. Instead of making assumptions about the number of cancelations and risking dissatisfied customers, RCC chose to automate the process and provide timely data to managers for better visibility and management. With access to real time data, managers could make better decisions about deploying field service teams.
The field service engineers at RCC refill or service the coffee vending machines upon customer requests. In order to improve customer service levels and to improve the productivity of field service engineers, RCC needed an application that would make it easy for the field engineers to receive service requests and communicate their status on the move. This application needed to integrate with RCC’s existing SAP system and include centralized administration of devices and reporting of the data captured. These requirements presented the challenge of identifying the carrier network, the mobile device(s), and the application development platform that best met the current and future needs of RCC.
AgreeYa implemented a Service Management Application (SMA) that was deployed on the service team’s mobile devices. The RIM Blackberry and Motorola V365 were identified as the best device platforms. The AT&T APN solution provided a robust connectivity and infrastructure platform for the application. AgreeYa leveraged its unique
O 3 (onsite-offsite-offshore) delivery model with offshore Global Delivery Center (GDC) in
India, to complete the project quickly and reduce the total cost of ownership for RCC.
Some of the highlights of this project were:
 Requirements study, user interviews, training, and roll-out were completed onsite.
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 Design, development, and testing were completed offshore.
 Constant communication and coordination between the onsite and offshore teams ensured quick response and resolution to issues during user acceptance testing, training, and implementation.
 AgreeYa’s iLab (information technology lab) was used for application testing and quality assurance.
 Over the Air Deployment (OTA) was used to deploy the application across 220 handheld devices.
 Centralized server was integrated with SAP backend system and mobile devices.
The benefits realized by RCC as a result of this project include:
 Increased service engineer productivity
 Decreased response time to service requests and reduced Mean Time to Repair
(MTTR)
 Increased overall coverage of service requests by using the AT&T network
 Reduced costs by reducing voice calls and eliminating paper-based work order processing.
 Centralized web-based administration and reporting for easy reporting and trending
 Low Total Cost of Ownership resulting from AgreeYa’s O 3 delivery model
J2ME Framework, JBoss application server 4.0, MIDP 2.0, CLDC 1.1, BlackBerry Java
Development Environment 4.1.0 (JDE) on BlackBerry, Motorola V365, and other similar devices.
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