siebel - oracle real time scheduler integration

Siebel – ORS IntegrationForField Service

REAL-TIME SCHEDULER

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

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.

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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 SchedulerMajor 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

Administration Ease Administration simplified over time as ORS RM drives rules and data instead of iLog interactions with AM (rule loading job impact minimized)

Attribute Scheduling Ability to consider not only skills, but proficiency, preferences, and other 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.

Legend:

= full

= partial

= none


• Ensure field force working to common objectives, priorities and KPI’s

Align service execution with company objectives

• Increase calls per day and 1st time fix rate whilst lowering operating costs

Improve service tech productivity and visibility to the enterprise

• Lower carbon footprint, reduce fuel costs, reduce fleet operating costs and prolong fleet life

Reduce travel time and distance

• Automate the allocation and dispatch process, free managers to focus on exceptions

Significantly increase service center efficiencies

• Provide levels of response, specific technicians or appointment slots that are tailored to specific companies or categories of customer

Offer New or Improved Customer Services

Oracle Real-Time SchedulerEnables You to …

Retailer

• 12% productivity gain• 1 hour delivery promise.

Field Service

• 15% productivity increase • 10% service improvement

Facilities Management

• Increased calls per day from 3.5 to 5.6


Today’s Announcement


Siebel-ORS Integration for Field Service

Integration with latest release of Oracle Real-Time Scheduler– Browser-based application

– New Functionality

– New Modules

– New technology stack

New Connector with enhanced capabilities.

Version 2


ORS Enhancements


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

Browser-based Application

Oracle Real-Time Scheduler V2.1


Interactive KPI’s Support both resource

productivity and safety compliance

Context sensitive dispatch board changes focus to help identify issues

Manage by Exception



Map-based visualization using standard Oracle technology

Configurable layers Possibility of adding custom

layers Route replay facility

Visualize Route & Location




Crew Management– Multiple resources

– Vehicles & Equipment

Control what work types can be done when Duty of Care for Mobile Workers Enhanced Scalability

New Functionality


New Modules


Workforce Productivity Workforce Efficiency Appointment Compliance

• Amount of work done by the field service organization• Can we do more work with the same number

of resources?• Measure the utilization rate• Determine where technicians are spending

their time (productive versus non-productive activities)

• Track the task completion rate and work backlog

• Monitor travel, both travel distance and travel duration

• How the work is being done in the field• Do we have the appropriate people and

equipment assigned to the work?• Gauge activities that are postponed or

cancelled• Measure the first time completion rate• Track activities requiring multiple attempts• Monitor the amount of overtime worked

• Ability for the field service organization to meet appointments• Are we satisfying customer requests for

specific appointments?

• Track missed appointments, by technician or location

• Assess appointment window timeframes

• Match schedules to preferred appointment days and times

Business IntelligenceComplements Siebel Service Analytics


Oracle User Productivity Kit for ORS

• 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

Solution Definition


New Architecture


Built on FMW and Application Framework

Leverages enterprise Oracle technologies:

• Java• Oracle Database• WebLogic Server• Oracle Locator/MapViewer

Mature Development Environment


Configure and extend to meet customer requirements

Upgradable, including your extensions

Expose any service or object via Web Services Adaptor

Create new object lifecycles

Highly Configurable



Siebel Field Service Integration to Oracle Real-time Scheduler


Service Interaction

Email

Chat

Phone

Partner

Self Service

Social

Service Assessment

Entitlements / Contracts Management

Warranty Management

Knowledge Management

Asset Management

Scheduling

Service Execution

Service Mobile

Order Management

Inventory & Logistics

Depot Repair

Invoicing & Billing

Service Enablers

Oracle Real-time Scheduler

Assignment Management

Oracle Policy Automation

Smart Scripts

Task Based User Interface

Preventive Maintenance

Replenishment

Cycle Counting

Fulfillment Engine

Service Analytics

Siebel Service SolutionPowering End to End Customer Service


High Level Service Process Flow

Phone

Partner

Self Service

Email

Chat

Social

SR Created

Entitlement & Warranty Verification

Order Replacement Parts

Search Knowledge Base

Needs Field Service

Field Engineer Visits Site

Depot Repair

Schedule

Field Engineer

Dispatch

Field Engineer

Equipment

Preventive Maintenance Engine Triggers

Fulfill Order

Generate Invoice

Resolve & Close SR


ORS with Siebel Field Service

Phone

Partner

Self Service

Email

Chat

Social

SR Created

Entitlement & Warranty Verification

Order Replacement Parts

Search Knowledge Base

Needs Field Service

Field Engineer Visits Site

Depot Repair

Schedule

Field Engineer

Dispatch

Field Engineer

Equipment

Preventive Maintenance Engine Triggers

Fulfill Order

Generate Invoice

Resolve & Close SR


CSR searches knowledge base for possible service resolution solutions

Max calls customer service representative (CSR) about product issue

CSR is presented with available appointment from the system in a dialog box

CSR in consultation with the customer confirms one slot

CSR determines that a field technician’s on-site visit is required

CSR creates service request (SR) to document interaction

ORS continuously optimizes the appointments based on costs, SLAs, skills, etc.

CSR may try to pass SR to customer support specialist (CSS) while customer is on phone

CSR requests for available slots

CSR creates an Activity to capture details for technician

On the appointment day, ORS sends schedule to Field Technician

Field Technician accepts/rejects assignments

Dispatcher continuously monitors appointments and reassigns as required

Field Technician visits the customer site, work on the assignment and updates the activity

Dispatcher and Call Center gets updates

Siebel

Siebel Mobile+ ORS Siebel + ORSSiebel Mobile + ORSORSORS

Siebel + ORS

Siebel Siebel Siebel Siebel

SiebelSiebel + ORSORS + SiebelORS

Siebel Field Service Integration to ORS v2.1 Integrated Process Flow


Supported Use Cases for the Integration

• Book / Re-book Appointment• Cancel / Refresh Appointment• SLA Based Contract Scheduling• Bound Jobs* – Chain of interdependent jobs

Customer Service Rep

• Updates to Technician’s mobile – Siebel Connected Mobile for Service* / Siebel Wireless

• Updates from Technician’s mobile – Siebel Connected Mobile for Service* / Siebel Wireless

Field Technician

• Address Geocoding – Real-time / Bulk• Service Region Cutover*/ Update*/ Rollback• Employee Admin – Service Data*, Skills, Exception Hours*• Schedules*, Holiday Lists*, Exceptions*

Administrator


Siebel• 8.1.1.10FP

Oracle Real-time Scheduler• V2.1

Fusion Middleware• v11gR1PS5

Supported Product Versions


Integration Architecture

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.29 29

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• FMW will ease migration path for Siebel upgrades• Minimize coding by using OOB FMW features• Customers will be able to incorporate new service

innovations onto FMW foundation

Risk Mitigation Design• Coexistence of both Siebel Scheduler and ORS • Existing customers can phase in ORS

Integration highlights


Customer Experience – MobilityEmpowering Field Service Technician

Basic Operations

• Create, View, Update & Delete SRs, Activities, Accounts ,

Assets, Parts Inventory, Orders, Invoices (C)

Device/App Integration

• Google Maps Integration ( C)

Special Logic

• Automatic Invoice Generation (C)

• Part Tracker Inventory Update (C)

• Activity Status State Transitions ( C)

• Check Part Availability in Trunk ( C)

• Single Click Order Creation (C)

• Capture Customer Signature (C)

Basic Operations

• Create, View, Update and Delete SRs, Activities, Accounts ,

Assets, Parts Inventory, Orders, Invoices (D)

Special Logic

• Automatic Invoice Generation (D)

• Check Parts Availability in Trunk from within Service Activity (

D)

• Single Click Order Creation (D)

• Activity Status State Transitions ( D)

• Capture Customer Signature (D)

C-Connected Available Now; D – Disconnected

Summer -2013


Basic Operations

•Support Solutions, Asset Hierarchy, Customer

Survey, View peer truck stock

•Support Leads, Timesheets, Quotes, Contracts and

Expense Reports ( C,D)

Device/App Integration

•Camera (Photo/Video) Integration (C, D)

•Facetime Integration ( C)

•Offline Google Maps Integration ( D)

•Barcode Integration ( C,D)

•GPS Integration ( C)

•Calendar Integration ( C)

Specialized Logic

•Check Part Availability in Trunk ( D)

•Part Tracker Inventory Update (D)

•Automatic Quote Generation from SR ( C)

•Spare Part Pricing and Ordering ( C)

•Asset Warranty eligibility check ( C)

•Timesheet Automation ( C)

•Receive Parts and update Inventory ( C, D)

•Cycle Counting ( C)

•Print Invoice ( C,D)

•Email Invoice (C)

Fall -2013Customer Experience – MobilityEmpowering Field Service Technician

siebel - oracle real time scheduler integration

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oracle realtime scheduler

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issues12 copyright

scalability14 copyright

monitor11 copyright

background4 copyright

new modules15 copyright