1. Simon Orosz & Nigel Clark
Field Workforce Management in The Cloud &
Digital Service

2. Pre Integrated Centrally Configured Modules -
Delight
Forecasting
AGENT &
CUSTOMER
Reporting
Plan
Communication
Capacity
Management
BACK OFFICE
ETAdirect Manage (Dispatching and Monitoring) Module
The ETAdirect Manage module enables field operations personnel (ex. dispatchers and supervisors) to view and interact with the field workforce personnel and their assigned tasks in real time. This includes the ability to dynamically move jobs between Mobile employees and/or put jobs back into the routing bucket to automate routing and dispatch. The ETAdirect System provides multiple interactive viewing options, including a time-based Gantt chart, a map view with the capability to display real-time GPS tracking data from multiple types of telemetry monitoring devices, and tabular List view.
ETAdirect Mobility Module
The ETAdirect Mobility™ module provides a carrier-agnostic, browser-based interface for Mobile employees to manage work related activities. This includes interacting with the Mobile employee's route, viewing work details, changing work order status and reporting work order completion information. Activities performed by a field service employee within ETAdirect Mobility are visible immediately within ETAdirect Manage.
ETAdirect Routing Module (Dynamic Routing and Scheduling)
The ETAdirect Dynamic Routing and Scheduling™ module provides rules-based, automatic assignment of appointments to Mobile employees, according to required skills, work and Mobile employee location, Mobile employee availability, individual Mobile employee skill set, historical work patterns, time commitments made to customer, and additional weighted factors.
ETAdirect Routing™ module supports multiple route plans. These route plans can be assigned at different level and branch within the company hierarchy to meet specific Customer goals (e.g. reduced work time, reduced travel time, reduced overtime). Routing can be performed in batch and dynamically (through a “drip feed” approach). Routing can be scheduled to run automatically at pre-defined times or run manually.
ETAdirect Capacity Management Module
The ETAdirect Capacity Management™ module provides a real-time view into the amount of work that can be performed by the scheduled workforce, with the projected capacity based on actual historical work patterns of individual mobile workers. The capacity or quota consumption is continuously and automatically updated based on appointments scheduled for a specific day and on the status of the field force employees scheduled to be working, their skills and location of work. ETAdirect Capacity Management™ provides the updated available capacity of the mobile work force to external ordering systems via Web Services.
ETAdirect Predictive Customer communication (PCC) Suite
> Inbound “Where’s My Mobile Employee” Calls
> PCC manages inbound “Where’s My Mobile Employee?” calls by automatically providing estimated time of arrival (ETA) and other appointment information from ETAdirect. It allows customers to track their Mobile employee’s estimated time of arrival (ETA) on AMX’s website. It also provides the Customer’s customer service representatives a view of the Mobile employee’s ETA.
> Outbound Reminder Calls: Day(s) Before and/or Morning Of
> PCC’s Reminder Call is TOA’s outbound automated notification solution. ETAdirect PCC automatically communicates with customers via their preferred communication device(s) and means (e.g., IVR call, , SMS, depending on Customer requirements and any necessary customization) to remind them of their appointment and allows them to confirm, cancel and reschedule appointments.
> Predictive ETA (one hour ahead)
> ETAdirect Predictive ETA (one hour ahead) Call is TOA’s interactive, predictive, automated, dynamic appointment notification solution. PCC automatically communicates with customers via their preferred communication device(s) and means (e.g. IVR call, , SMS, depending on Customer requirements (and any necessary customization) to inform the customer when to expect their service personnel or delivery to arrive, and allows them to confirm, cancel and reschedule appointments.
> ETAdirect Web Self Care™ Software Development Kit (SDK)
> ETAdirect Web Self Care™ SDK is a software development kit that allows AMX to access ETAdirect data (current and future day) concerning customer appointments. AMX is responsible for creating and maintaining the Web Site or Portal accessed by the customer or customer care representative, and/or customers of AMX.
ETAdirect Smart Collaboration
ETAdirect Smart Collaboration provides integrated “social networking” capabilities that enable various users of the ETAdirect system to interact with each other in an intelligent and effective manner. Combining context awareness (e.g., which skills, work zones, equipment, status apply to each field technician) with streamlined communications tools, ETAdirect Smart Collaboration facilitates interactions between all members of the service provider ecosystem to improve service quality and effectiveness. Examples include enabling the rapid identification of a nearby technician with the appropriate equipment, experience, availability, etc. to support a colleague in need, or routing field support inquiries to the right back-office contact (supervisor, dispatch, etc.) based upon profiles. ETAdirect Smart Collaboration leverages ETAdirect’s unique predictive capabilities and unparalleled insight into each technician’s historical performance and real-time status to ensure the optimal collaborative work environment.
Collaboration
Routing
CUSTOMER
Smart Location
Core Manage
I.e. Add a new field or property…
Its instantly available within all
relevant modules…..
Mobility
Fulfill
TECHNICIAN

3. OFSC is part of Service Cloud

4. E2E multi channel Customer Experience
A customer requires a service that you provide
The customer contacts you to make a booking
The agent checks to see if a booking is required. It is !
A booking is made for tomorrow between 2 and 4pm
The customer is reminded of the appointment
Engineer arrives on time to provide the service
He gets stuck and needs more information
The end-to-end customer service journey can be shown in this animated graphic starting with a customer requiring a service or some help. They might start on web self service to investigate their needs, they might find some “Knowledge” served up a by knowledge cloud which is the first place where Learning happens. Oracle Knowledge cloud learns from how often knowledge is used, in what context and built in user ratings so knowledge administrators can fine tune if for the best effect.
At some point in the journey they decide they need a Service Visit and book an appointment. Here OFSC learning comes into play. The upstream booking system, web, call centre, store, through whatever channel, wants to book an appointment at a customer to perform a specific service, it asks OFSC unique Capacity Module for when it has service engineers have availability. OFSC uses Learning to determine how long that type of work typically takes in the geographic area and how long the typical travel time is for jobs in that area and OFSC determines the work plus travel time and offers up available capacity.
This is where OFSC is very very different from Click Software in that OFSC allows capacity planners to control how they want to offer their fields time up for controllable appointments by configurable timeslots. This is not the topic of Learning for today but we believe the offering of controllable customer commitments is actually even more complex a challenge than schedule optimisation and is hugely key to driving workforce efficiencies. We see workforces often under utilised due to “Fear” of overbooking and missing commitments because they don’t have the systems to allow them book up to full capacity. A topic for another day but OFSC Capacity is a totally different concept than in Clicksoftware and offers a great deal of control for field utilisation. However the point for today is Learning Starts at Appointment Booking Time. We book appointments based on Learned work and travel time for that kind of work, on that kind of customer in that area based on real experience.
The next place Learning happens in OFSC is in making the optimised schedule. We learn Appointment Duration times and Travel times which are used in the routing optimisation calculation.
Learning is then used in the Knowledge Management Cloud to provide the Engineer with the appropriate Knowledge that other engineers found most useful in attending those kind of calls available for him on his mobile device.
Then the usual process of the engineer completing the job in the field, perhaps using Policy Automation to capture complex data capture scenarios according to rules in policy automation and gathering the job close down details.
When the engineer leaves and the customer goes online to social media and says how wonderful the DT service was, or perhaps occasionally says something else the Oracle Social Monitoring Cloud can enable DT to identify the engagement comments, respond to it and learn how to improve the entire process to address the very real feedback the consumer is spreading over social media about the DT experience.
So lets zoom into the OFSC specific Learning points in more detail.
Service Cloud
Knowledge
Cloud
Service Cloud
Field Service Cloud
Knowledge
Cloud
Data is collected based on the service provided
Engineer leaves and a survey arrives shortly afterwards
Bad results trigger an immediate investigation
Service data provides open reporting
Customer complains to friends on social media
This is picked up immediately and rectified
Knowledge is updated to improve future service
Policy Cloud
Field Service Cloud
Business Information
Cloud
Social Engagement &
Monitoring Cloud
Knowledge
Cloud

5. The Secret Sauce It’s all about people It’s personal for us
It’s all about a successful partnership
TOA is first and foremost a service provider - we provide a field service management software solution as a SERVICE

6. Unique? Time Based Self Learning Predictive (to 95%) Natively SaaS
(Time & Motion study – Travel is not about distance)
Self Learning
(Work Fingerprint - Travel)
Predictive (to 95%)
Capacity
Management
Natively SaaS
Rapid Deployment
Oracle Confidential – Internal/Restricted/Highly Restricted

7. Dish Networks – ‘Preparing the way’ In the Northern Rockies Territory in the Mountain Region

8. Natively SaaS…
Speed, performance and scale;

9. Performance & Preparation Means Flexibility
AND…
Oracle Confidential – Internal/Restricted/Highly Restricted

10. Addressing More Complicated Work Types
Dependent Tasks & Links
Multi Day Activities
Multiple Work Types
SLA Priorities
Emergency Work
Oracle Confidential – Internal/Restricted/Highly Restricted

11. Data – The Gold Dust of Any Organization
Data/Information;
Collect
Analyze
Learn
Leverage

12. Time-based…
Every activity is measured in real-time for each ‘unique’ individual field service employee and event:
Time to complete jobs
Drive time
An ongoing time-motion study!

13. Self-learning – 1. Work
The solution self learns the historical performance of each field service employee - creating a unique work performance pattern profile, or a “work fingerprint.” The system continuously updates an employee’s unique performance pattern profile over time.

14. Self-learning – 2. Travel
The solution self-learns the historical time taken to travel between locations creating “Travel profiles.” The system continuously tunes and updates this data creating a far more accurate picture of travel time between specific locations. What does this mean?

15. Predictive Leveraging performance patterns, the solution:
Tailors optimized ‘personalized’ schedules for field employees
Predicts travel time from point to point – as opposed to distance x speed = Time
Thus, can predicts up to 95% accuracy - when a field employee will start and finish each job = HIGHLY ACCURATE WORK SCHEDULES

16. Sounds Good – but what does this mean?!J3 J1 J4 J2
LUNCH
Job 1
Job 2
Job 3
Job 4
Kathleen 30 45 60 75
Billy
Norman
Job 1
Job 2
Job 3
Job 4
Kathleen 30 45 60 75
ACTUAL 15 90
Billy
Norman
Oracle Confidential – Internal/Restricted/Highly Restricted

17. What’s The Point of having a Beautiful Plan…if its unachievable
What’s The Point of having a Beautiful Plan…if its unachievable? Worse – you know it! J3 J1 J4 J2
LUNCH J1 J1 J3 J2 C
LUNCH J4 J3 J4 J3 J2 J2 J1 C
LUNCH J3 J4 J2 C X J4 J4 J1 J1
LUNCH J2 J2 J3 J1
Lunch – to 1.15
Oracle Confidential – Internal/Restricted/Highly Restricted

18. Digital / IoT : Digital Field Service Driving The Real Time Service Enterprise

19. How do you keep the lights on, predict and prevent asset failure,
drive down operating costs
to free up resources to launch new services?

20. Of all data generated by 2020 will come from sensors
Born in
The Cloud
Field Service
Mobile
IOT
Analytics
Digital Field Service
A natural evolution
from mobile work &
asset management
- IDC, Intel, United Nations
-The Economist
- Frost & Sullivan
200Bn
Number of IoT enabled devices by From miniscule chips to mammoth machines talking to each other (and us!)
30%
Of C-level execs believe IoT will unlock new revenue from existing products/services
40%
Of all data generated by 2020 will come from sensors
Digital Field Service (DFS) represents a logical evolution in the convergence of enterprise mobility, work and asset management. As a 100% cloud based offering, DFS combines the emerging technologies of IoT and analytics with optimized mobile service scheduling and routing. The results? The Real-time Service Enterprise, characterized by increased asset uptime, reduced operating costs and a service functional aligned with customer and internal priorities.
- US Department of Energy
- Field Service News
- Field Service News
25%
Reduction in asset maintenance costs due to IoT & 35% reduction in downtime
69%
Of those using an
on-premise field service solution will consider the cloud when they upgrade
100%
Of those using a cloud based field service solution would recommend it over
on-premise

21. Example Industry Relevance
Water, Gas, Electricity
Transmission & Distribution
Oil & Gas
Consumer Goods
Manage roll-out and performance of vending equipment. Monitor filters. Upgrade pricing over the air, change drinks mix remotely, Capture consumer buying patterns, provide proximity & loyalty based promotions
Roll-out and management of Smart Grid, Smart Meters, Aging Network Infrastructure, Capture workforce knowledge
Monitor the well head, predict & prevent failure, ensure effective use of oil field service equipment and personnel
Healthcare
Travel & Transport
Discrete Manufacturing
Road & Rail Infrastructure - Monitor rolling stock to ensure it never fails, manage connected road tolls, signs, parking systems and lighting, monitor high tension electricity wires for anomalies and failure.
Spot when an HVAC system is performing poorly, fix an over heating bearing on an elevator before failure, send a software update to the copier machine, recalibrate weighing scales, predict when a turbine is likely to fail.
Manage health equipment in the community and within the hospital. Prevent failure, monitor dose, schedule care workers
Telecommunications
Connected X”
Pharmaceutical
Retail
Public Security
Professional Services
…..
Monitor infrastructure performance and roll-out. Cell towers, telecoms equipment. New service based business models
Stadium, Home, City
Keep the lights on & infrastructure running.

22. PAIN: Spiraling Costs, Limited Visibility & Control, Demanding & Increasingly Competitive Market
CAPABILITY
MEASUREABLE OUTCOMES
Monitor equipment condition in real-time Predict & Prevent asset failure Monitor and act on trends Run Over the Air fix, diagnostics and root cause analysis Integrate asset knowledge management systems Engage with mobile workforce to raise work order and execute and complete work on the move. Provide asset diagnostic and part information to mobile service personnel Contextualise streaming asset data
Reduce latency & truck rolls by taking people out of the process
Increase service revenue & reduce operating costs
Increase asset up-time and mean time between failure
Increase install base revenue
Retain more customers, win customers away from the competition
New Business understanding through Big Data & Analytics

23. From Product to Product-Service Systems If you contract for an outcome, you must be able to Connect, Manage, Execute – Digital Field Service
Connect Assets in the field
Outage and anomaly detection
Remote Monitoring using Oracle IOT Cloud Service
Connected Asset
Mobile App to remotely monitor and control equipment
Service Tickets and Customer History from Service Cloud
Business Intelligence and Data Analysis
AA Power
Improved service quality and better customer satisfaction
Connected Asset
Oracle Confidential – Restricted

24. Digital Platform Capability Mapping
Customer Experience
Service Cloud
Field Service Cloud
Platform Services
Internet of Things Cloud Services
Java Cloud Services
Database Cloud Service
Mobile Cloud Service
Analytics
Big Data Cloud Service
BI Cloud Service
Cloud Services
Customer
Employee
Partner
Channel Management
Deployment
Public Cloud
Platform Services
Digital Frontline Apps
Digital Frontline Apps
Analytics
Analytics
Business Services
Mobile
Mobile
Internet of Things
Internet of Things
Security
Governance
Integration & Service Management
Integration & Service Management
Private Cloud
Information & Big Data Management
Information & Big Data Management
Information & Big Data Management
Product Systems
Core Apps
External Systems
Data Sources
On-Premise Products
Oracle Confidential

25. Digital / IoT : Digital Field Service Driving The Real Time Service Enterprise