Siebel - Oracle Real Time Scheduler integration

Siebel – ORS Integration
For
Field Service

REAL-TIME SCHEDULER

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2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Today’s Agenda

 Background
 Today’s Announcement
 ORS Enhancements
 Siebel FS Integration to ORSv2.1


Background


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 solution


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.


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 customer


Today’s Announcement


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.


ORS Enhancements


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 monitor



Manage by Exception

 Interactive KPI’s
 Support both resource
productivity and safety
compliance
 Context sensitive dispatch
board changes focus to help
identify issues



Visualize Route & Location

 Map-based visualization using
standard Oracle technology
 Configurable layers
 Possibility of adding custom
layers
 Route replay facility


New Functionality

 Crew Management
– Multiple resources
– Vehicles & Equipment
 Control what work types can be done when
 Duty of Care for Mobile Workers
 Enhanced Scalability


New Modules


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


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 clients


New Architecture


Built on FMW and Application Framework
Mature Development Environment

Leverages enterprise Oracle technologies:
• Java
• Oracle Database
• WebLogic Server
• Oracle Locator/MapViewer


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 lifecycles


Siebel Field Service
Integration to
Oracle Real-time Scheduler


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 Analytics


High Level Service Process Flow

Email Entitlement & Search
Warranty Knowledge
Chat Verification Base

Phone
SR Created
Partner Resolve &
Fulfill Order
Close SR
Self Service

Order Schedule Dispatch Field
Social Needs Field Generate
Replacement Field Field Engineer
Service Invoice
Parts Engineer Engineer Visits Site

Preventive
Maintenance
Equipment Depot Repair
Engine
Triggers


ORS with Siebel Field Service

Email Entitlement & Search
Warranty Knowledge
Chat Verification Base

Phone
SR Created
Partner Resolve &
Fulfill Order
Close SR
Self Service

Order Schedule Dispatch Field
Social Needs Field Generate
Replacement Field Field Engineer
Service Invoice
Parts Engineer Engineer Visits Site

Preventive
Maintenance
Equipment Depot Repair
Engine
Triggers


Siebel Field Service Integration to ORS v2.1
Integrated Process Flow
Siebel Siebel Siebel Siebel Siebel
CSR may try to pass SR to
Max calls customer service CSR creates service CSR searches knowledge CSR determines that a
customer support specialist
representative (CSR) about request (SR) to document base for possible service field technician’s on-site
(CSS) while customer is on
product issue interaction resolution solutions visit is required
phone

ORS Siebel + ORS ORS + Siebel Siebel + ORS Siebel

ORS continuously optimizes CSR in consultation with CSR is presented with CSR creates an Activity
CSR requests for available
the appointments based on the customer confirms one available appointment from to capture details for
slots
costs, SLAs, skills, etc. slot the system in a dialog box technician

ORS Siebel Mobile+ ORS ORS Siebel Mobile + ORS Siebel + ORS
Field Technician visits the
On the appointment day, Field Technician Dispatcher continuously
customer site, work on the Dispatcher and Call
ORS sends schedule to accepts/rejects monitors appointments and
assignment and updates the Center gets updates
Field Technician assignments reassigns as required
activity


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*


Supported Product Versions

Siebel
• 8.1.1.10FP

Oracle Real-time Scheduler
• V2.1

Fusion Middleware
• v11gR1PS5


Integration Architecture


Integration highlights

Limited 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
screens

Open Integration
• Siebel integrates with ORS Web Services via FMW

Leverage 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

Customer Experience – Mobility Summer -2013

Empowering Field Service Technician

Basic 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 Logic
Special 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


Customer Experience – Mobility Fall -2013

Empowering Field Service Technician
Basic 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)


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