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EBS Service Management Steven Moses Principal CRM Sales Consultant, Oracle Field Service, Depot Repair Overview Presentation to NOOAUG, October 14, 2008.

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Presentation on theme: "EBS Service Management Steven Moses Principal CRM Sales Consultant, Oracle Field Service, Depot Repair Overview Presentation to NOOAUG, October 14, 2008."— Presentation transcript:

1 EBS Service Management Steven Moses Principal CRM Sales Consultant, Oracle Field Service, Depot Repair Overview Presentation to NOOAUG, October 14, 2008

2 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle. Safe Harbor Statement

3 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Agenda Service Management – Business Challenge Solution Overview Field Service Depot Repair R12 Enhancements

4 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Agenda Service Management – Business Challenge Solution Overview Field Service Depot Repair R12 Enhancements

5 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Service Management: At-a-Glance Resource & Parts Planning Dispatch & Repair Closeout & Billing Identify and Capture Issues Create Work Orders Optimize Technician & Resource Schedules Assign Inventory Dispatch Technicians Repair / Resolve Issue On-Site Debrief on Time and Materials Create and Send Invoice Reconcile Inventory For manufacturing clients, product service accounts for 24% of the revenue and 45% of the profit with 20% of the IT investment of sales. -- Research highlighting the importance of Field Service Management

6 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Business Intelligence Asset Management CRM Workforce Management Repair, Return, Warranties Service Parts Inventory Management Parts Demand Mgmt Fulfilment Operations Entitlements Processing SLAs Routing, Directions Content Management Escalation Support Mobile Applications Technician Process Support Preventative Maintenance Lifecycle Management Asset Optimization, Availability Sources: Accenture, Gartner Field Service Processes Mobile Technician Service Contracts Call Center Case Management Cross-sell, Upsell Reverse Logistics Refurbish, Recall, Remanufacture Claims Processing Skills, Territories Scheduling Capacity Planning Service Management Scope

7 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Service Management– A Key Opportunity Area Source: D.F. Blumberg Associates and AFSMI High Tech Service Business Optimization Study Improvement AreaIndustry AvgBest Practice% Change Revenues per Technician$178,000$254, % Pre-Tax Profit18%41%+ 128% Utilization55%86%+ 56% Cost per Site Visit$208$ % Calls per Repair Completion % Repair Turnaround5.8 days3.2 days- 45% Logistics Oper. Costs as a % of Total Cost 13%10%- 23%

8 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Agenda Service Management – Business Challenge Solution Overview Field Service Depot Repair

9 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Oracle Service Management Solution Shipping / Receiving Orders & Cases Invoices & Payments Marketing Offers Inventory Intelligence Customer/Prod Info, Knowledge Base Secure Access Self-Service Depot RepairAgent Assisted Field Service Analyze Debrief Close & Bill Repair / Resolve Identify & Verify Workflow Automation Prioritize Delivery Options Plan & Schedule Service Parts Logistics Self- Service Phone In Person Channels Users Agents Analysts Customers Mobile Proactive Service Rapid Resolution Contract Entitlements / Warranties

10 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract CapabilitiesBenefits Access at any time (24x7) View transactions (e.g. orders, returns, shipments, invoices) Update contact and product info Solve issues using forums and knowledge base Request live help Log issue using flexible service request options (e.g. employee service request against assets) Present marketing offers / up- & cross-sell Access at any time (24x7) View transactions (e.g. orders, returns, shipments, invoices) Update contact and product info Solve issues using forums and knowledge base Request live help Log issue using flexible service request options (e.g. employee service request against assets) Present marketing offers / up- & cross-sell Quickly resolve issues and inquiries Reduce number of issues logged Decrease call center interactions Ensure accuracy of customer information Promote lower cost service channels Increase service options Reduce support costs Quickly resolve issues and inquiries Reduce number of issues logged Decrease call center interactions Ensure accuracy of customer information Promote lower cost service channels Increase service options Reduce support costs Enable Self-Service Allow Customers / Employees to Quickly Resolve Issues Self- Service

11 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

12 Agent Assisted Response Simplify and Speed Resolution Match customers and agents based on business rules and policies Support any customer service need such as bills, orders, info requests, etc. Support efficient guided interactions with comprehensive scripting Effectively manage issues to meet contractual response time Provide CSR context and data for up- and cross-selling Customer Info Transaction Info Knowledge Base Repair History Customer Info Transaction Info Knowledge Base Repair History Customer Service Identify Solution Capture Issue Resolve Issue Customer Phone / Web Common Repository Customer Value Security / Access Routing and Assignments Rules & Policies Agent Assisted

13 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Multi-Channel Interaction Center Utilize Best-In-Class Tools and Technologies Agent Assisted Agents Scripted dialogue Customers / Employees Web Collaboration Integrated Response Integrated Telephony Quickly and accurately provide response for seamless, one touch resolution Optionally hosted via Siebel Call Center on Demand Optionally integrate directly with 3 rd party telephony systems Enable real-time agent access to remotely control customers PC desktop to diagnose and resolve issues

14 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Dispatch Field Technicians Optimize Schedule Create Field Work Order Identify Resolution Needs Invoice Customer Debrief Resolve On-Site Spare Parts Allow Connected and Disconnected Mobile Capabilities View Customer and Issue Information Remotely Capture Product Usage from Field Debrief via Voice Improve Field Operations Address Needs at Customer Preferred Place and Time Field Service

15 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Agenda Service Management – Business Challenge Solution Overview Field Service Depot Repair

16 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Support Multiple Business Processes Address Virtually any Field Service Request through any Source Self-Service Agent-Assisted Sales Order Maintenance Schedule Source Project Request Break-Fix Move Preventive Maintenance Deliver / Install Upgrade / Change Business Processes Machine-to-Machine Field Change Order

17 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Key Benefits: Correct part & skilled technician arrive together Quality service using predefined processes Bill customer properly factoring contracts Minimize repeat visits Track Promise Date, Manage Issues, Verify Entitlements Example: Break-Fix Minimize Customer Downtime Optimize & Dispatch Inspect & Repair Return Parts Invoice and Bill Defective Product Self-Service Agent-Assisted Machine Notification

18 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Create PM Programs Dispatch Technicians & Perform PM Optimize Schedule Debrief & Invoice Define programs (default schedule, resources, items) Sell program coverage through Service Contracts Forecast maintenance schedules Auto-generate maintenance requests for execution Auto-schedule resources, including spare parts and equipment View customer and preventive maintenance work information remotely Execute maintenance work against established procedures Remotely debrief time, labor and materials Invoice customer Feedback results to plan to adjust timing of next PM activity Example: Preventive Maintenance (PM) Support Advanced Scheduling Needs, Reduce Breakdowns

19 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Advanced Resource Scheduling Increase Customer Satisfaction and Service Output Business Processes Field Repair Preventive Maintenance Inspections Installations Deliveries Field Change Orders Appointment Booking Window-to-Promise Batch Scheduling Batch Optimization Schedule Optimization Scheduling Criteria Resource Availability Spares Inventory Resource Skills Travel Time Contracts/ Priority Asset Location Dynamic Schedule Rebalancing Automatic schedule adjustment based on actual field activity Spares Inventory Check Real-time visibility to supply chain Optimized Schedule Scheduling Options

20 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Utilize Digital Maps to Route Reps Minimize Drive Time, Maximize Customer Face Time Drive service revenue by enabling maximum number of service visits for each service representative Drive cost reduction by reducing mileage, travel time, and cost Visualize via a rich map user interface Optimizing street-level routes enables you to:

21 Dispatch Center for Exception Scheduling Perform All Scheduling Activities in a Single Location Intuitive Cell Nomenclature Context sensitive menu options & pop-up screens Intuitive cell nomenclature Time zone toggle CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Alternate Gantt view Plan Board View

22 Dispatch Center for Exception Scheduling Perform All Scheduling Activities in a Single Location CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Gantt View Alternate Plan view Icons for visual display of critical information Interactive Gantt (drag n drop) Tool Tip for task details

23 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Mobile Access for Technicians Communicate and Conduct Business Remotely Rapidly access critical customer & product data Resolve issues quickly Increase efficiency Meet customer expectations Ensure accuracy of issue / repair status Enable escalations Rapidly access critical customer & product data Resolve issues quickly Increase efficiency Meet customer expectations Ensure accuracy of issue / repair status Enable escalations Wireless Real Time Wireless Store & Forward Voice / IVR PDACell PhoneLaptopSmartphone Connectivity Options

24 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Field Service Technician Portal HTML-Based, Easy to Use and Configure, Low Cost Order, return, and receive spare parts Record labor, material, and expenses Receive & complete job assignments Update SR info real-time Create SR and follow-up task View & update installed base configuration

25 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Interactive Information Capture Record Results of Key Service Request Tasks Signature Capture Task Debrief Task Completion Additional Tasks: Obtain driving directions and maps Access knowledge base View on-hand inventory Self-Scheduling

26 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Production Equipment Technician usage Installed base Customer svc levels Delivery costs Lead times Safety stocks Part Reqs Planner Assignments / orders based on: - -1 st : Excess inventory - -2 nd : Defective part repair - -Last: New buy of parts Automatic replenishment Advanced parts search Multi-echelon, multi-org considerations Emergency / priority part orders & tracking Parts recovery Supplier Purchase Orders Parts Move Order Service Parts Planning Delivery / Reverse Logistics TechnicianWarehouse Requirements Tracking Service Parts Management Reduce Inventory Costs and Resolution Time

27 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Service Parts Planning Ensure Parts are Available Where and When Needed Input On-Order Forecast Planning Parameters Usage History Defective Returns Supersessions Inventory SPP Engine Planned Orders Excess Repair New-Buy Other Recommendations Excess on-order Reschedules Unutilized inventory Review superseded parts Output

28 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Warehouse Replenishment Planning Utilize a Time-Phased View of Planning Recommendations Total forecasted requirements for part at this warehouse What is currently on order and how it will affect the future balance Recommendations made by Spares Mgmt -- Transfer excess parts from other warehouses; Repair parts; Buy new parts Time-Phased View Time-Phased View

29 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Supplier Repair Execution Defective service parts first consolidated Planning / demand triggers repair of parts Support for one-off product repair Supersessions to repair down-level parts Advanced exchange repair option Enable repair order tracking Integrated Reverse Logistics Effectively Return Broken / Used Parts for Disposition Central Warehouse Defective Regional Warehouses Defective Metro Warehouses Defective Field Technicians Defective Defective Parts Flow Central Warehouse Usable Regional Warehouses Usable Metro Warehouses Usable Field Technicians Usable Excess Parts Flow Usable Parts Flow to Technician New Buy from Supplier Customer Installed Base

30 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Demonstration Dispatch Center Debrief

31 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Agenda Service Management – Business Challenge Solution Overview Field Service Depot Repair

32 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Manage Product Returns Support Complete Logistics & Repair Processing Needs Depot Repair Billing Mfg & Inventory Shipping / Receiving Human Resources Contracts Exchanges Depot Repair Direct Product Return Leverage Proven Processes & Procedures to Ensure Quality Enable Third Party Repair Processes Track Repair Status and Actual Costs Automatically Update Product Configuration and Repair History Receive and Inspect Estimate and Approve Plan and Schedule Store, Ship Debrief and Bill Repair, Refurbish, Reclaim Identify Resolution Needs Send Loaner or Exchange Identify Resolution Needs Generate RMA

33 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Ship Loaner Receive Loaner Inspect & Repair Receive Defective Product Ship Product Key Benefits: Quality Repairs Using Predefined Processes Maintain Customer Productivity Track All Product Activities Within a Single Repair Order Track Promise Date, Manage Issues Example: Loaner, Repair and Return Minimize Customer Downtime

34 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Key Benefits: Resolve Customer Issues Quickly Process Defects in Bulk for Scrap or Refurbishment Receive Defective Product Ship Exchange Bulk Process Refurbish Return to Inventory Scrap Depot Internal ProcessingCustomer Involvement Example: Advanced Exchange Resolve Customer Product Issue

35 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Receive and Inspect Product Product InitialEstimate CompareCharges ReviseEstimate Repair Product Provide an estimate to customer before receiving product Leverage historical repair information Provide an updated estimate to customer after receiving product Obtain customer approval before starting repair work Compare estimate to actual charges Notify customer of concerns Repair using predefined procedures Receive customer product Perform visual inspection Estimate and Approve Work Ensure Agreement Between Customer and Depot

36 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Create repair job leveraging proven repair procedures - -List sequence of steps to be performed - -Identify associated material and labor hours - -Assign resources (personnel and equipment) Refer to technical reference documents for assistance Update inventory for accurate product tracking Create repair job leveraging proven repair procedures - -List sequence of steps to be performed - -Identify associated material and labor hours - -Assign resources (personnel and equipment) Refer to technical reference documents for assistance Update inventory for accurate product tracking Execute Repair Steps and Procedures Use Proven Processes to Ensure Quality

37 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Customer initiates service request Auto-create logistics lines based on repair type View repair order details Support multiple repair orders per service request Example: Centralized Repair Processing Perform All Functions through Single Workbench CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

38 Example: Role-Based Repair Execution Evaluate, Execute and Debrief Repair with Minimal Clicks Evaluate Debrief Execute Act on most common requirements Issue materials and resources Select and complete repair steps CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

39 Monitor product status (returns, exchanges, loaners, and replacements) Auto-create RMA (Return Material Authorization) and ship lines using repair types Track serialized products to prevent product mix-up Process RMA and ship lines Automatically update installed base upon shipping and receiving Manage Logistics Execute and Monitor Product Movement Efficiently

40 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract View latest product status Auto-create RMA and ship lines based on repair type Enable cradle-to-grave tracking using serial numbers and installed base Depot Logistics Tab Track Product Movement and Status Receive and ship products seamlessly

41 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Bulk Receive with Exceptions Processing Track Product Movement and Status Get items in house Automatic ownership transfer at time of receipt Exceptions processing Scan item information Auto-create SR, ROs and RMAs Resolve warnings before further processing

42 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Understand Repair Effort Leverage knowledge base for historical information Ensure agreement between customer and depot Record Repair Charges Debrief material, labor & expenses Compare actuals to estimate Notify customer of discrepancies Verify Contract Effectivity Apply appropriate discounts Update warranties Timely Billing Review charges Submit charges for invoicing Estimate Charges Estimate Charges Process Entitlements Invoice Customer Invoice Customer Debrief Update Repository Update repair steps based on new data Modify resource requirements Invoice Customer Process Charges Quickly and Accurately

43 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Demonstration Depot Repair – Bulk Orders

44 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract Agenda Service Management – Business Challenge Solution Overview Field Service Depot Repair R12 Enhancements

45 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

46 Field Tech Admin Portal

47 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

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56 Agenda Service Management – Business Challenge Solution Overview Field Service Depot Repair R12 Enhancements Questions and Answers?

57 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract THANK YOU


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