Extending Knowledge Management to Empower the Field CON8946 Manish Nashine – IT Director Kyle Martin – Knowledge Management Leader Wednesday, October 1, 2014

2 Oracle OpenWorld 2014 Agenda Ingersoll Rand Profile Reasons for Action Strategy Why Oracle Service Cloud Piloting Oracle Service Cloud Challenges Initial vs. Current State Service Quality Metrics Knowledge Metrics Next Steps Comments from the Field Questions

3 Oracle OpenWorld 2014

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5 Reasons for Action You take too long to fix my problem Existing knowledge base fragmented Diagnosis processes not consistently followed Support personnel difficult to reach Initial State Resulted in : Too much unproductive “wait” time ‑ Troubleshooting assistance ‑ Parts ‑ Didn’t know what to do Subsequent trips require more time than the first Slow responsiveness to customers

6 Oracle OpenWorld 2014 Strategy Empower field technicians to solve customer issues faster “First Trip Resolution” “Time to Resolve” Phone Calls Live Chat Ask a Question Self Service Defined Process Develop Knowledge Management as a core competency Allow us to quickly and efficiently diagnose and resolve customer problems Thereby shrinking wait & work times and increasing technician capacity On-Demand Problem Resolution will: −Utilize guided discovery and logic based reasoning −Make available “most likely” solution to technician at beginning of diagnosis and repair process −Streamline Tech Support capability −Provide for multi-channel communications (Phone, , Online Chatting) −Provide a Self-Learning Knowledge Base −Make searching as easy as “Googling”

7 Oracle OpenWorld 2014 Why Oracle Service Cloud Search CapabilitiesSite ReliabilityIssue TrackingLive ChatGuided AssistanceRobust Reporting

8 Oracle OpenWorld 2014 Piloting Oracle Service Cloud Selected Compressors Selected Customer Centers Migrated Content Pilot Increase First Trip Resolution by 3% Increase Two-Trip Resolution by 3% Increase System Usage per Tech by 100% Decrease Time to Resolve by 25% Success Criteria First Trip Resolution Improved by 8% Two-Trip Resolution Improved by 4% Activity per Technician Improved by 290% Time to Resolve Decreased by 51% Launched in North America Launching in Europe, Asia, and Latin America Results

9 Oracle OpenWorld 2014 Challenges Search (tuning & support history) Image Uploading Single Sign On (SSO) Publishing Across Interfaces

10 Oracle OpenWorld 2014 Initial vs. Current State A knowledge management process that is embedded in technician troubleshooting and repair A Technical Support group that is closer to the “moment of impact” Service Technicians who are empowered to solve customer problems faster A technical support process where field knowledge is immediately “discoverable” by others around the globe You take too long to fix my problem Existing knowledge base fragmented Diagnosis processes not consistently followed Support personnel difficult to reach Resulted in : Too much unproductive “wait” time ‑ Troubleshooting assistance ‑ Parts ‑ Didn’t know what to do Subsequent trips require more time than the first Slow responsiveness to customers

11 Oracle OpenWorld 2014 Service Quality Metrics PilotDeploy

12 Oracle OpenWorld % Improvement in Customer Satisfaction for Service! Knowledge Metrics

13 Oracle OpenWorld 2014 Next Steps Pre-call Triage ‑ Diagnose customer issues before dispatch Prescriptive Technician Repair Plans ‑ Repair plan including: standard work procedures, parts required, and technician skills as part of scheduling process Connect Service to Quality & Reliability Teams ‑ Feed ground-level intelligence about our install base to internal product development and reliability teams

14 Oracle OpenWorld 2014 Comments from the Field With my computer literacy it feels almost as good as hitting the lottery for $2 bucks! We have our training next week – but I got on there for the first time today – WOW. Had two issues at a customer site, searched for both of them – and they BOTH came up, with clear and explicit descriptions for each. Saved a ton of time and aggravation on our end. Awesome work… In case I have not told you lately, this is AWESOME!! It is so much better than that old program we have already forgot about. Too bad it’s not been fitted yet for the European market also. Please let me know if there will be a deployment in the future. Seems to be a great tool! Nice work! Too bad it’s not been fitted yet for the European market also. Please let me know if there will be a deployment in the future. Seems to be a great tool! Nice work!

15 Oracle OpenWorld 2014 Questions Manish Nashine ‑ IT Director ‑ Kyle Martin ‑ Knowledge Management Leader ‑