presentation of the oracle real-time scheduling solution by peter broughton, oracle @ who? when?...

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Keeping the Customer Satisfied Delivering a Better Experience with Oracle Real-Time Scheduler

Peter Broughton Director, Workforce Scheduling Solutions November 19, 2014

Oracle Confidential

1


Enabling companies to

Optimize Deployment of their

Skilled Mobile Resources with enhanced

Control and Visibility of these assets

Oracle Real-Time Scheduler

Equipment

Jobs

Vehicles

Shifts

Staff

Locations


Supported Workflow

Analyze

Call Closure

Workforce Management

Call Initiation

Predict Optimize Optimize Dispatch Dispatch Execute Execute


• Browser based Dispatcher interface

• Modern usability paradigm - Context driven KPI’s, Color classified Activity status, and alerts hierarchies

• Geographic Map View

• Exception based Dispatching

Enabling Best in Class Mobile Scheduling Processes Resource Planning and Scheduling

(RPS) Common Dispatching Functionality

(CDF) Mobile Communication Platform

(MCP)

ORS Product Leadership

• Comprehensive Resource Setup (Resources, Vehicles, Crews, Shifts, POU’s)

• Optimal schedules based on notional cost (overtime, proximity, service area, service levels, other cost goals)

• Internal and Contractor Resources

• Best practice workflows for field resources using a wide variety of mobile devices

• Secure asynchronous communication

• Store and forward for disconnected completions when necessary


Implemented in all continents – improving customer service in a wide range of industries

20% Average return in operation costs using advanced Real-Time scheduling

+O Leverages Oracle technology stack and integrates to other Oracle or third party applications

Increases customer satisfaction and visibility in the dispatching process

5 Oracle Confidential


Capabilities Cover

Insurance

Banking

Cash Management

Home Delivery

Parcels

Waste Management

High Tech

Medical Devices

Capital Equipment

Facilities Management

Public Housing

Asset Management

Oracle Confidential 6


Historical Position Historically WFM Focused on Efficiency

• Doing as much work as possible

• Using the minimum number of resources

• Minimising travel time and distance

• Automating processes


New Paradigm Delivers

Customer Centric Service


“Organizations that are able to meet at least 80% of their customer requirements for service issue completion are able to retain, on average, 12% more customers”

– Aberdeen Group, 2013


“Retained customers make up a significant component of revenue streams. This can account as much as 80% of the total service revenue” – Aberdeen Group, 2013


Retail Home Delivery



“Consumers view reliable delivery and suitable delivery slots as the two most critical decision criteria for choosing which retailer to buy from…”

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 13

Wouldn’t It Be Great If You Could …

Home Delivery

Value

• Enhance customer choice

• Offer wide range of convenient appointment slots

• Offer new, differential service experiences to your customers

• Scale to your multichannel business growth

• Ensure positive ROI

• Defer Investment

• Ensure on-time delivery

• Maximize customer retention

• Match performance with seasonal peaks

• Drive optimal van utilization

• Eliminate overtime

• Reduce distance driven

Enrich Customer

Experiences

Maximize Financial

Performance

Build Your Brand

Optimize Delivery

Operations


Field Service



“The real challenge comes in balancing customer-centricity with operational excellence to ensure that customer needs are met without breaking the bank”


Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 16

Wouldn’t It Be Great If You Could …

Field Service Value

• Accurate & complete data recording

• Procedural guidance

• Timely completion of planned maintenance

• Compliance of workforce

• Improve SLA adherence

• Ensure promised appointment

• Increase first-time fix rates

• Real-Time visibility of field workers

• Best practice guidance

• Field communications & alerts

• Checklists & documentation

• Predict failure

• Minimise unnecessary field work

• Maximise productivity in the field

• Manage internal & contract staff

Stay Compliant

Enhance Customer

Experience

Maintain Duty of Care

Optimise Service

Operations


“Use Service Performance

Data to evaluate and

improve effectiveness”

… and Continue to Improve


Putting Customer Needs First

Customer Centric Scheduling

Right

Person

Nearest

Person

Under

Qualified

Over

Qualified

Convenient

Time

Cheapest

Time

“Only 11% of best-in-class prioritize internal efficiency goals” Aberdeen 2013


50% 90%

28%

50%

17%

Oracle Confidential – Internal 19

Delivering Quantifiable Benefits

Reduce Return Visits

Increase in jobs per day

Arrivals within contract

On-Time Appointments

Increase Productivity

Improve Customer Service

Increase SLA

Compliance

Automate Work

Assignment

Service Performance Improvement


Oracle Value Proposition

Increase Operating Margins Enhance the Customer Experience

Optimise Field Service Operations

Deliver Actionable Intelligence



Questions & Answers

presentation of the oracle real-time scheduling solution by peter broughton, oracle @ who? when?...

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