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Siebel - Oracle Real Time Scheduler integration

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The latest Siebel - ORS integration is available with the 8.1.1.10 Fix Pack / Oracle Real-time Scheduler 2.1. …

The latest Siebel - ORS integration is available with the 8.1.1.10 Fix Pack / Oracle Real-time Scheduler 2.1.

- Align service execution with company objective
- Improve service tech productivity and visibility to the enterprise-
- Reduce travel time and distance
- Significantly increase service center efficiencies
- Offer New or Improved Customer Services

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  • Functionally same as connected Mobile ApplicationSame look and feelConfigured using Siebel ToolsReleasing as part of 8.1.1.10 QFBeta Program will start in April 2013GA in 2nd Half 2013
  • Transcript

    • 1. Siebel – ORS IntegrationForField ServiceREAL-TIME SCHEDULER
    • 2. Safe Harbor Statement 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 Oracle’s products remains at the sole discretion of Oracle .2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 3. Today’s Agenda  Background  Today’s Announcement  ORS Enhancements  Siebel FS Integration to ORSv2.13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 4. Background4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 5. History and Positioning  Three years ago the first integration of Siebel Field Service and ORS was released  Integration was built to avoid the need to pay royalties on the Siebel Scheduler  Pressure from customers and prospects for a more sophisticated scheduling solution5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 6. ORS vs. Siebel Scheduler Major Attribute iLog ORS Comments Street Level Routing   Lat/Log Geo-coded Optimization Fail Over   Fail over will reduce down time Cross Region Assignment   Control assignment with flexible business and optimization cost rules Capacity Reservation   Ability to reserve capacity for special operational considerations Open Architecture   Open pluggable architecture Legend: = full Administration Ease   Administration simplified over time as ORS RM drives rules and data instead of iLog interactions with AM (rule loading job impact minimized) = partial Attribute Scheduling   Ability to consider not only skills, but proficiency, preferences, and other  = none gating factors Optimized, Drip Feed   Most customers adopt drip feed in a phased approach GPS Based Scheduling   Ability to update the schedule based on actual speed and location of technicians Real Time Status Updates   Real time status feeds from the mobile device will drive optimized decisions in real time Real Time Optimization   Elimination of 2,000 nightly batch jobs Optimized Appointments   Appointments offered based on actual capacity considering all constraints and drive-time. Flexible appointment slot groups.6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 7. Oracle Real-Time Scheduler Enables You to … Align service execution with company objectives Field Service • Ensure field force working to common objectives, priorities and KPI’s • 15% productivity increase Improve service tech productivity and visibility to the enterprise • 10% service improvement • Increase calls per day and 1st time fix rate whilst lowering operating costs Reduce travel time and distance Facilities Management • Lower carbon footprint, reduce fuel costs, reduce fleet operating • Increased calls per day costs and prolong fleet life from 3.5 to 5.6 Significantly increase service center efficiencies • Automate the allocation and dispatch process, free managers to focus on exceptions Retailer Offer New or Improved Customer Services • 12% productivity gain • 1 hour delivery promise. • Provide levels of response, specific technicians or appointment slots that are tailored to specific companies or categories of customer7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 8. Today’s Announcement8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 9. Siebel-ORS Integration for Field Service Version 2  Integration with latest release of Oracle Real-Time Scheduler – Browser-based application – New Functionality – New Modules – New technology stack  New Connector with enhanced capabilities.9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 10. ORS Enhancements10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 11. Oracle Real-Time Scheduler V2.1 Browser-based Application  Provides 360 control center  Configurable Zones for the Dispatcher  Select work types and service areas to be monitored  Create work lists  Configure real-time alerts and KPI’s to monitor11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 12. Oracle Real-Time Scheduler V2.1 Manage by Exception  Interactive KPI’s  Support both resource productivity and safety compliance  Context sensitive dispatch board changes focus to help identify issues12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 13. Oracle Real-Time Scheduler V2.1 Visualize Route & Location  Map-based visualization using standard Oracle technology  Configurable layers  Possibility of adding custom layers  Route replay facility13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 14. Oracle Real-Time Scheduler V2.1 New Functionality  Crew Management – Multiple resources – Vehicles & Equipment  Control what work types can be done when  Duty of Care for Mobile Workers  Enhanced Scalability14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 15. New Modules15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 16. Business Intelligence Complements Siebel Service Analytics Workforce Productivity Workforce Efficiency Appointment Compliance• Amount of work done by the field • How the work is being done in the field • Ability for the field service organization service organization • Do we have the appropriate people and to meet appointments • Can we do more work with the same number equipment assigned to the work? of resources? • Are we satisfying customer requests for • Measure the utilization rate • Gauge activities that are postponed or specific appointments? • Determine where technicians are spending cancelled • Track missed appointments, by technician or their time (productive versus non-productive • Measure the first time completion rate location activities) • Track the task completion rate and work • Track activities requiring multiple attempts • Assess appointment window timeframes backlog • Monitor the amount of overtime worked • Monitor travel, both travel distance and travel • Match schedules to preferred appointment duration days and times 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 17. Oracle User Productivity Kit for ORS Solution Definition • Create and deploy multiple content assets through a single authoring session • Interactive web-based simulations • User acceptance test scripts • Training materials – classroom and online • Standardized document output • Easy to use and deploy • Supports geographically dispersed organizations • Pre-built content for ORS • Successfully used by thousands of clients17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 18. New Architecture18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 19. Built on FMW and Application Framework Mature Development Environment Leverages enterprise Oracle technologies: • Java • Oracle Database • WebLogic Server • Oracle Locator/MapViewer19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 20. Oracle Real-Time Scheduler V2.1 Highly Configurable  Configure and extend to meet customer requirements  Upgradable, including your extensions  Expose any service or object via Web Services Adaptor  Create new object lifecycles20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 21. Siebel Field Service Integration to Oracle Real-time Scheduler21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 22. Siebel Service Solution Powering End to End Customer Service Service Service Service Service Interaction Assessment Execution Enablers Entitlements / Contracts Oracle Real-time Scheduler Email Service Mobile Management Assignment Management Chat Oracle Policy Automation Warranty Management Order Management Smart Scripts Phone Task Based User Interface Knowledge Management Inventory & Logistics Preventive Maintenance Partner Replenishment Asset Management Depot Repair Self Service Cycle Counting Fulfillment Engine Social Scheduling Invoicing & Billing Service Analytics22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 23. High Level Service Process FlowEmail Entitlement & Search Warranty KnowledgeChat Verification BasePhone SR CreatedPartner Resolve & Fulfill Order Close SRSelf Service Order Schedule Dispatch FieldSocial Needs Field Generate Replacement Field Field Engineer Service Invoice Parts Engineer Engineer Visits Site Preventive MaintenanceEquipment Depot Repair Engine Triggers 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 24. ORS with Siebel Field ServiceEmail Entitlement & Search Warranty KnowledgeChat Verification BasePhone SR CreatedPartner Resolve & Fulfill Order Close SRSelf Service Order Schedule Dispatch FieldSocial Needs Field Generate Replacement Field Field Engineer Service Invoice Parts Engineer Engineer Visits Site Preventive MaintenanceEquipment Depot Repair Engine Triggers 24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 25. Siebel Field Service Integration to ORS v2.1 Integrated Process Flow Siebel Siebel Siebel Siebel Siebel CSR may try to pass SR toMax calls customer service CSR creates service CSR searches knowledge CSR determines that a customer support specialistrepresentative (CSR) about request (SR) to document base for possible service field technician’s on-site (CSS) while customer is onproduct issue interaction resolution solutions visit is required phone ORS Siebel + ORS ORS + Siebel Siebel + ORS SiebelORS continuously optimizes CSR in consultation with CSR is presented with CSR creates an Activity CSR requests for availablethe appointments based on the customer confirms one available appointment from to capture details for slotscosts, SLAs, skills, etc. slot the system in a dialog box technician ORS Siebel Mobile+ ORS ORS Siebel Mobile + ORS Siebel + ORS Field Technician visits theOn the appointment day, Field Technician Dispatcher continuously customer site, work on the Dispatcher and CallORS sends schedule to accepts/rejects monitors appointments and assignment and updates the Center gets updatesField Technician assignments reassigns as required activity 25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 26. Supported Use Cases for the Integration • Book / Re-book Appointment Customer • Cancel / Refresh Appointment Service Rep • SLA Based Contract Scheduling • Bound Jobs* – Chain of interdependent jobs • Updates to Technician’s mobile – Siebel Connected Mobile for Service* / Siebel Wireless Field Technician • Updates from Technician’s mobile – Siebel Connected Mobile for Service* / Siebel Wireless • Address Geocoding – Real-time / Bulk • Service Region Cutover*/ Update*/ Rollback Administrator • Employee Admin – Service Data*, Skills, Exception Hours* • Schedules*, Holiday Lists*, Exceptions*26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 27. Supported Product Versions Siebel • 8.1.1.10FP Oracle Real-time Scheduler • V2.1 Fusion Middleware • v11gR1PS527 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 28. Integration Architecture28 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 29. Integration highlightsLimited Impact to End User• CSR’s & FS Techs will see same Siebel Schedule UI• Tech mobility experience enhanced using Siebel Mobile Connected Solution for Service• Only Admin and Dispatchers will interact with ORS screensOpen Integration• Siebel integrates with ORS Web Services via FMWLeverage FMW for future Innovations Risk Mitigation Design• FMW will ease migration path for Siebel upgrades • Coexistence of both Siebel Scheduler and ORS• Minimize coding by using OOB FMW features • Existing customers can phase in ORS• Customers will be able to incorporate new service innovations onto FMW foundation 29 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 29
    • 30. Customer Experience – Mobility Summer -2013 Empowering Field Service TechnicianBasic Operations Basic Operations• Create, View, Update & Delete SRs, Activities, Accounts , • Create, View, Update and Delete SRs, Activities, Accounts Assets, Parts Inventory, Orders, Invoices (C) , Assets, Parts Inventory, Orders, Invoices (D)Device/App Integration• Google Maps Integration ( C) Special LogicSpecial Logic • Automatic Invoice Generation (D)• Automatic Invoice Generation (C) • Check Parts Availability in Trunk from within Service Activity (• Part Tracker Inventory Update (C) D)• Activity Status State Transitions ( C) • Single Click Order Creation (D)• Check Part Availability in Trunk ( C) • Activity Status State Transitions ( D)• Single Click Order Creation (C) • Capture Customer Signature (D)• Capture Customer Signature (C) C-Connected Available Now; D – Disconnected 30 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 31. Customer Experience – Mobility Fall -2013 Empowering Field Service TechnicianBasic Operations Specialized Logic• Support Solutions, Asset Hierarchy, Customer • Check Part Availability in Trunk ( D) Survey, View peer truck stock • Part Tracker Inventory Update (D)• Support Leads, Timesheets, Quotes, Contracts and • Automatic Quote Generation from SR ( C) Expense Reports ( C,D) • Spare Part Pricing and Ordering ( C)Device/App Integration • Asset Warranty eligibility check ( C)• Camera (Photo/Video) Integration (C, D) • Timesheet Automation ( C)• Facetime Integration ( C) • Receive Parts and update Inventory ( C, D)• Offline Google Maps Integration ( D) • Cycle Counting ( C)• Barcode Integration ( C,D) • Print Invoice ( C,D)• GPS Integration ( C) • Email Invoice (C)• Calendar Integration ( C)31 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 32. 32 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
    • 33. 33 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.