improving contract control and visibility - oracle.comopnpublic/... · industry by market...
TRANSCRIPT
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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.
Safe Harbor Statement
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Agenda
• Leadership in Business Services
• Proactively Managing Service Contracts
• Results Achieved by Oracle Customers
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Oracle in Business Services
Did You Know?
16 of the top 20 Most innovative business services firms run Oracle applications
10 of the top 10 of the world’s top outsourcing service providers run Oracle
10 of the top 10 Companies in the Business Servicesindustry by market capitalization run Oracle
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“How can I standardize service processes to drive a
superior customer experience and effective service
delivery?”
“Managers can obtain insight into all aspects of their field-services operations simply by standardizing processes and adopting common IT platforms.”
ATKearney
Profitable Service
Delivery
Customer Acquisition
and Retention
“How can I drive effective leads, sales, and contract
renewals?”
“Research consistently shows that it is about five to seven times more expensive to find a new customer than to retain an existing one; correspondingly, losing 5% fewer customers can increase profits by as much as 75%.”
ATKearney
The Challenges We’re Hearing
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“How can I efficiently hire and train personnel and develop
my best service employees?”
“Most large companies have implemented an integrated set of administrative human capital management applications. Now, these companies are turning their attention to strategic talent management applications to get more value from their investments in people.”
Gartner
Train and Retain the
Right Personnel
Contract Control and
Visibility
“How can I control contract margins, entitlements,
performance and escalations?”
“A contract by itself is good to have; an enforced contract is invaluable. Integration between the contract repository and various transaction applications (such as pricing, configuration, and quoting engines in a CRM application, or procurement and purchasing applications in a supplier relationship management product set) allows these applications to act in accordance with the contract’s terms and conditions.”
Forrester
The Challenges We’re Hearing
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Proactively Managing Service Contracts
Forrester– 2006 - Best Practices | Contract Management In An Outsourcing Deal
Customer concerns with Outsourcing Services Address with Effective Contract Management
Draft
Contract
Contract
Negotiation
Contract
Approval
Contract
Repository
Comply &
Administer
Renew,
Measure &
Optimize
Contract Control and
Visibility
“How can I control contract margins, entitlements,
performance and escalations?”
“A contract by itself is good to have; an enforced contract is invaluable. Integration between the contract repository and various transaction applications (such as pricing, configuration, and quoting engines in a CRM application, or procurement and purchasing applications in a supplier relationship management product set) allows these applications to act in accordance with the contract’s terms and conditions.” Forrester
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Agenda
• Leadership in Business Services
• Proactively Managing Service Contracts
• Results Achieved by Oracle Customers
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Improve Cost Controls and Proactively Manage Contract ProfitabilityRequirement Oracle Capability The Oracle Difference
Control Service
Delivery Costs
Field Service,
iexpense, Service
Contracts, Financial
Management
A Robust Solution for
Capturing All Service
Delivery Costs (Labor,
Material & Expense) From
Any Source
Manage Contract
Performance &
Margin Analysis
Service Contracts,
Service Analytics
Only Oracle Delivers the
Most Comprehensive CRM
Analytics for Business
Services
Track All Internal
Capital Asset Costs and
Optimize Asset
Utilization
Project Costing,
Enterprise Asset
Management, Fixed
Assets, Financial
Management
Market Leading Solution
to Support Analysis of
All Assets Required for
Service Delivery
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Improve Cost Controls and Proactively Manage Contract ProfitabilityRequirement Oracle Capability The Oracle Difference
Control Service
Delivery Costs
Field Service,
iexpense, Service
Contracts, Financial
Management
A Robust Solution for
Capturing All Service
Delivery Costs (Labor,
Material & Expense) From
Any Source
Manage Contract
Performance &
Margin Analysis
Service Contracts,
Service Analytics
Only Oracle Delivers the
Most Comprehensive CRM
Analytics for Business
Services
Track All Internal
Capital Asset Costs and
Optimize Asset
Utilization
Project Costing,
Enterprise Asset
Management, Fixed
Assets, Financial
Management
Market Leading Solution
to Support Analysis of
All Assets Required for
Service Delivery
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Oracle Service and ContractsControl Service Delivery Costs
Customer requests service
Service Provider
Voice
Internet
In Person
• Auto-entitle customers and route to most cost effective service personnel
• Inform service personnel of contractual commitments, and ensure they are met
• Deliver service while meeting SLA’s and avoiding excess cost (ex. no overtime)• Capture accurate job cost data from field personnel
Customer recognition and
entitlement check
Entitled? Y
N
T&E
ServiceOffer
Contract
Service
Provide
Invoice
Planned
Service
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Competing Forces
in Job Scheduling
Customer
Satisfaction
Service Operations
Revenue & Costs
Employee
Productivity
• Establishing efficient schedules with low travel and high productivity while meeting customer commitments
• Minimizing business rule violations (e.g. contractual obligations and leakage)
• Balance the ratio of operations to field personnel
• Adopt a collaborative model to eliminate localized personnel holding all the knowledge
Oracle Service and Advanced SchedulerDeliver Cost Effective Services
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Field Workforce EfficiencyLeverage Mobile Capabilities to Reduce Job Time & Cost
Parts and
Materials
Access Options:
• Wireless connected
• Disconnected w/ periodic synchronization
• View and update schedule• Access service levels• Get driving directions, customer location
• Order materials remotely
• Report time, material and expenses incurred
Mobile Capabilities
Optimize
Schedule
Create
Field Work
Order
Identify
Service
Needs
On-Site
Service
Dispatch
Field
PersonelDebrief Invoice
Customer
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McData Services Reduces Service Operations Cost by 50%
CUSTOMER PERSPECTIVE
“McDATA's challenge of growing business
operations in Europe, Asia, and the US can
only be met with a flexible open system like
Oracle E-Business Suite. Buying disparate
"best-of-breed" applications requires costly
and time-consuming integration services.
Oracle offers a seamless, fully integrated,
modular business solution.”
Don Wenninger, CIO, McData
COMPANY OVERVIEW
� Manufactures and markets high performance switching equipment for Storage Area Networks
� Offers Professional Services that help organizations manage the entire lifecycle of their storage requirements, including ananalysis of business requirements, a design of the appropriate solution, and the implementation and ongoing management of the SAN and IT infrastructure.
� $668M in yearly revenues with 1,450 employees across the U.S., Europe and Asia
CHALLENGES/OPPORTUNITIES
� Needed to manage an increasing number of new contracts and renewals as the company expanded globally
� Management concerned about revenue leakage
SOLUTIONS
� Oracle E-Business Suite
� Oracle Contracts
� Oracle TeleService
� Oracle Depot Repair
� Oracle Order Mgmt
RESULTS
• Reduced service operations cost structure by 50%
• Reduced revenue leakage on contract renewals
• Reduced DSO 80 to 50 and cut quarterly close from 21 to 4 days
• Improved response time to customer
queries
� Oracle Purchasing
� Oracle Inventory
� Oracle Configurator
� Oracle Financials
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Improve Cost Controls and Proactively Manage Contract ProfitabilityRequirement Oracle Capability The Oracle Difference
Control Service
Delivery Costs
Field Service,
iexpense, Service
Contracts, Financial
Management
A Robust Solution for
Capturing All Service
Delivery Costs (Labor,
Material & Expense) From
Any Source
Manage Contract
Performance &
Margin Analysis
Service Contracts,
Service Analytics
Only Oracle Delivers the
Most Comprehensive CRM
Analytics for Business
Services
Track All Internal
Capital Asset Costs and
Optimize Asset
Utilization
Project Costing,
Enterprise Asset
Management, Fixed
Assets, Financial
Management
Market Leading Solution
to Support Analysis of
All Assets Required for
Service Delivery
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Oracle Enterprise Asset ManagementOptimize Asset Utilization
Project Management
AdvancedCollaboration Tools
AssetMaintenance
FinancialManagement
ContractorsSuppliers
External
• Requirements• Specifications
• Drawings• Schedules
• Defects• Orders
Asset Intelligence
Asset Portfolio Mgmt
OperationsManagement
Internal
������������
GlobalAsset
Repository
GlobalAsset
Repository
PlanPlanBuild /
Acquire
Build /
AcquireOperate /
Maintain
Operate /
Maintain
Retire /
Dispose
Retire /
DisposeCommissionCommission
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Track Equipment Lifecycle Costs
Analyze equipment cost
Know the true cost of
providing service and adjust
contract rates accordinglyChild
Work Order
Parent
Work Order
Dept
Capital or
Expense
Project
Asset
Business
Unit
EnterpriseInternal Cost Management
Track material, labor and
maintenance costs
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• Build, Model and Analyze Profitability
• Enterprise to Lowest Level Results
• Business Rules Based Engine
• Scenario Testing (Rule Sets)
• Accounting Perspective (Debit/Credit)
• Integrates Multi Data Sources
• Integration with Oracle Applications
• Model Supports Transactional Data
• Open to 3rd Party Data Source
• Easy to Use
• Build from a Finance Perspective
• Point-Click Environment
• Embedded Activity Based Management
• Robust ABC Engine
Oracle Profitability AnalyzerUnderstand Your True Cost of Service
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Dubai Refreshments Improves Equipment Maintenance
COMPANY OVERVIEW
� Dubai Refreshment Company, which holds a 73% market share, is the leading manufacturer and distributor of soft drinks in Dubai and the Northern Emirates.
� The company supplies Pepsi Co. brand drinks to 15,000 outlets with its 150 delivery trucks. It also has thousands of vending machines and coolers to its customers.
CHALLENGES/OPPORTUNITIES
� Reduce overhead and increase efficiency by consolidating financial management, manufacturing, asset maintenance, and human resources (HR) and payroll processes into a single, integrated platform
� Maintain overall market leadership and extend presence in the catering sector
SOLUTIONS
� Oracle E-Business Suite
� Oracle Enterprise Asset Management
� Oracle Financials
� Oracle Inventory Management
� Oracle Human Resources
� Oracle Payroll
RESULTS
• Used Oracle Enterprise Asset Management to enforce regular
maintenance schedules for mixing
machines, bottling equipment,
distribution trucks, vending machines,
and coolers
• Boosted equipment productivity and
reduced unplanned shutdowns through
more effective maintenance
• Implemented Oracle Financials to
generate up-to-date performance metrics
and profit-and-loss summaries across all
brands, outlets, and delivery routes,
improving budgeting and forecasting
processes
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Improve Cost Controls and Proactively Manage Contract ProfitabilityRequirement Oracle Capability The Oracle Difference
Control Service
Delivery Costs
Field Service,
iexpense, Service
Contracts, Financial
Management
A Robust Solution for
Capturing All Service
Delivery Costs (Labor,
Material & Expense) From
Any Source
Manage Contract
Performance &
Margin Analysis
Service Contracts,
Service Analytics
Only Oracle Delivers the
Most Comprehensive CRM
Analytics for Business
Services
Track All Internal
Capital Asset Costs and
Optimize Asset
Utilization
Project Costing,
Enterprise Asset
Management, Fixed
Assets, Financial
Management
Market Leading Solution
to Support Analysis of
All Assets Required for
Service Delivery
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Manage and Measure Service Contracts
Process Control• How can I manage customer,legal, fiduciary & industry requirements to reduce risk?
• How can I streamline approvalof non-standard agreements?
Sales Effectiveness• What can be done toaccelerate sales cycles and reduce contractual risk?
• How can sales reps reduce paperwork & improve efficiency?
Contract Visibility• How do I prevent improper accounting and minimize disputes & penalties?
• How can I ensure delivery and service commitments are met?
CustomerSub
Contractor
Managing Renewals• How can I improve access tocontracts and interaction history?
• How can I better manage renewalsso service interruptions and unprofitable contracts are eliminated?
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• Capture data from any source
• Graphically rich, intuitive UI
• Pre-built (yet extensible) analytics
• Support mobile / handheld devices
• Easy to create Ad-Hoc reports
• Actionable analyses for all levels of organization
• Examples
• Customer satisfaction and lifetime value
• Contracts and renewals
• Resolution rates
• Service revenue
• Financials
• Service workload
• Sales and service orders
• Service costs
• Assets
Business Analytics Insight Across Your Service Business
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Cisco Services Improves Visibility into Service Metrics
COMPANY OVERVIEW
� Cisco Systems has prospered right along with the Internet it helped build. Today, the company’s Internet Protocol (IP)-based networking technologies have become the foundation for business, education, government, and home communications networks around the globe.
� Headquartered in San Jose, California, Cisco operates in over 70 countries, serving a customer base in the millions.
CHALLENGES/OPPORTUNITIES
� Consolidate and upgrade its customer-support systems worldwide.
� Challenges running multi-billion dollar service business spanning the globe
� Three different systems with three different ways of expressing workflows
SOLUTIONS
� Oracle E-Business Suite
� Oracle TeleService
� Oracle Service Contracts
� Oracle Financials
RESULTS
• Expanded Cisco’s ability to create and track key service metrics
• Integrated customer service system
delivers global 24/7 support within the
terms of service level agreements
• Created a seamless contact and service
experience for customers
CUSTOMER PERSPECTIVE
“Implementing the Oracle solution in our
service business has given us a solid
and scalable ‘end-to-end’ foundation,
tightly linked with our product and
customer data. We will build on this
foundation, a high value customer
specific service capability that will enable
our customers’ success with the Cisco
Intelligent Information Network.”
Jim Reily, Vice President, Global Service
Operations, Cisco Systems
� Oracle Purchasing
� Oracle Order Management
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Contract and Financial Management Summary
• Market Leading Solution to Support Analysis of All Assets Required for Service
Delivery
Manage Contract
Performance &
Margin Analysis
• A Robust Solution for Capturing All Service Delivery Costs (Labor, Material & Expense)
From Any Source
Control Service
Delivery Costs
Track All Internal Capital Asset Costs and Optimize Asset
Utilization
• Only Oracle Delivers the Most Comprehensive CRM Analytics for Business
Services
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The Only Complete Business ServicesSolution
PlatformPlatform
PeoplePeopleProcessesProcesses
PartnersPartners
CustomerResults
CustomerResults
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Most ComprehensiveHighest RatedBest-SellingOnly vendor in Gartner and Forrester leader quadrants for all Middleware
components.
••32,000+ Customers Deployed 32,000+ Customers Deployed
••70% of World’s 50 Largest Firms70% of World’s 50 Largest Firms
••$1B+ Business $1B+ Business
SOA Vendor of Choice
So u r c e : Fo r r e s t e r R e s e a r c h r a n ki n g o f Ap p l i c a ti o n P l a t fo r m S e r v e r s, Ap ri l2 0 0 5
Market-Leading Middleware Platform
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950 customers
participating in Customer
Advisory Boards
500 Industry & Product
strategy council members
35 Fusion strategy
council members
1300 participants in
early customer
adoption programs
425 user groups
30,000 applications
customers
220,000 database
customers
5000 middleware
ISVs
1700 application
ISVs
9000 database
ISVs
30,000 middleware customers
29,000 developers, support
engineers and consultants
Oracle’s People Advantage
275,000 customers
benefiting from shared innovation
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Business Services Industry PartnersGLOBAL SYSTEM INTEGRATORS INDEPENDENT SOFTWARE VENDORS
First AdvantageRecruiting Solutions
Citrix Systems, Inc. Perquest, Inc.
WindstarTechnologies, Inc.
Nextance Inc. Primavera Systems Inc.
Identrust, Inc. Time Link International Corp.
Azalea Software, Inc
Xactly Corporation Dexterra, Inc.Arkipelago inc.
Pervasive Software Inc
Symantec Corporation
Princeton Softech
Quantum Secure, Inc.
TaxwareVertex, Inc.
UniversalBackground Screening, Inc.
Data Systems International
Red Hat, Inc.
HireRight, Inc. Vettro Corporation Image Solutions
OutStart IncRSA, The Security Division of EMC
Open Text Corp
Haley SystemsUnibar Inc.Trillium Software
HumanConceptsLLC
Genesys Telecommunications Laboratories, Inc.
Microsoft (Project)
Vangard Voice Systems, Inc.
WebQA Inc.VoiceObjects, Inc.
Image SolutionsActuate Corporation Documentum
Antenna SoftwareAgeTak Inc. ADP
TMP Worldwide, LLC
IdenticentricKronos Incorporated
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Agenda
• Leadership in Business Services
• Proactively Managing Service Contracts
• Results Achieved by Oracle Customers
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What Customers Are Achieving
achieved 18% higher customer service levels
reduced revenue leakage on contract renewals
reduced service operations cost structure by 50%
improved response time for customer queries
saved $1.6M via improved contract and repair mgmt
captured $100,000 in lost revenues via enhanced renewals
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The Oracle Difference
• Provides market leading CRM analytics to manage customer acquisition, forecast win rates and accurately view revenue position.
• Integrates Contract Management applications globally to Service Delivery, Financials, Procurement and embeds service business analytics/intelligence.
• Has a complete end-to-end service delivery solution with deep and broad functionality for Contract Management, Call Center, Service Dispatch and Mobile Workforce.
Only Oracle…