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When Great Customer Experience Requires Meeting the Customer. Sonia Wadhwa, Director, Oracle Development Niken Patel– Serene Corporation Uma Welingkar, Senior Director, Oracle Development. Program Agenda. Customer Expectations Customer Story: Serene Corporation

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When great customer experience requires meeting the customer
When Great Customer Experience Requires Meeting the Customer

Sonia Wadhwa, Director, Oracle Development

Niken Patel– Serene CorporationUma Welingkar, Senior Director, Oracle Development


Program agenda
Program Agenda

  • Customer Expectations

  • Customer Story: Serene Corporation

  • A Sneak Preview 2014: Field Service Demo

  • Key Takeaways for Superior Service


Safe harbor statement
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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.




While customer experience is top of mind for companies
While Customer Experience Is Top of Mind forCompanies…

Customer Experience Objectives

93%

of executives say improving their customer’s experience is one of their top three priorities in the next two years.

20%

of annual revenue estimated to be lost for failing to deliver a positive CX

91%

of businesses wish to be considered the CX leader in their industry

Source: Oracle, Global Customer Experience Survey, Global Insights on Succeeding in the Customer Experience Era, 2013.



And customers want on time service how do companies achieve it
And Customers want on-time Service How do companies achieve it?

Company Focus

Dramatic Results

YET only 60% of the companies leverage some level of Field Service Automation

Sources: Aberdeen group


Focus on field service
Focus on Field Service

Asset Management and Preventive Maintenance

  • Schedule Management

Contract Management

Work Order Management

Depot Repair

Inventory Logistics


Achieving on time service
Achieving On-time service

Field Service

Collaborate with Experts

SR Created

Order Replacement Parts

Warranty/ Contract Management

Depot Repair

Schedule & Dispatch Engineer

Field Engineer Visits Site

Revolve & Close SR

Signature & Survey Capture

Equipment

Preventive Maintenance Engine Triggers

Invoice & Billing

Fulfill Order


Customer story serene corp field service mobile today
Customer Story: Serene CorpField Service Mobile Today



Agenda
Agenda Platform

  • Security & Detection Market Leader – Company Profile

  • Key Field Service Challenges Faced

  • Solution – Oracle Footprint rolled out

  • Implementation Plan executed with Serene

  • Learning's & Results

  • Serene Corp. Overview


Leading security detection company company profile
Leading Security & Detection Company – Company Profile Platform

  • Provider of Security solutions for government, TSA and private companies

  • Division of a Big Corporation

    • A 13B company with 51,000 employees

  • One of Top 10 Government Contractors

    • Across most Federal & Government departments


Leading security detection company company profile contd
Leading Security Platform& Detection Company – Company Profile (contd.)

Market Leader

  • Checkpoint Systems

  • Baggage Systems

  • Air Cargo etc.

80 + Countries

50,000+ Installs


Key challenges business drivers
Key Challenges & Business Drivers Platform

Re-engineering the Field Service Platform had become critical for business

  • Critical need for an application that could streamline operations across call center & field service

  • Capture & Tracking of the right SLAs and metrics - directly impacted revenue

  • Accuracy of the service data captured by the application

  • Assignment of Right Technician to the right SR

  • Complex Preventive Maintenance contracts – 400+ plans for 50,000 installs across the Globe!


Solution deployed the serene implementation
Solution Deployed & the Serene Implementation Platform

Current State:

  • Re-built end-to-end processes supporting call center, field service, contracts, finance and operations business units

  • Siebel Modules leveraged - Call Center, Field Service, Mobile, Contracts, Siebel Remote, Preventive maintenance engine, Assignment Manager

  • Achieved operational efficiency - supported all SLAs – by customer & location hierarchy, contract based service management, accurate assignments, service metrics/notifications for management etc.

    WIP / Future State:

  • Roll-out Siebel Mobile Field Service on iphones & tablets

  • Global Roll-out to the rest of the 80+ countries

  • Enhanced usability leveraging Open UI features across web, mobile

  • Expansion of Siebel Platform to SFA, Prod Configurator etc. to have a single end to end platform


Learning s best practices business roi
Learning’s / Best PlatformPractices & Business ROI

Business Benefits / ROI:

  • Met requirement to measure and manage service metrics across customer service and field service (Top benefit for key customer – TSA)

  • On-line & Off-line capability of capturing metrics in real-time

  • Legacy hard-copy forms are now tracked & reported electronically

  • 100% Performance Compliance in Preventive Maintenance Metrics

  • Key Service Metric improved significantly to meet Field Services Motto :

    Fix it Right : First-Time

Learning’s / Best Practices:

  • Choose a ‘right-partner’ for journey, NOT a Consulting Company

  • Engage ‘All’ stakeholders from ‘start’ of the project

  • Do NOT under-estimate ‘Change Management’

    • Plan it from Day 1 of the project  You won’t regret it !!

  • Identify & Build ‘New’ Support team

    • Consisting of Business SME’s across the groups & IT support staff


Serene corporation your all purpose cx partner
Serene Corporation Platform- Your All Purpose CX Partner

  • Boutique Focused Service provider with comprehensive CX experience

  • 300 employees – all focused on CX

  • Santa Clara, CA (HQ), New Jersey, Dallas, Melbourne, Australia, Pune India (ODC)

Facts

  • More experience across CX products than most firms (250+ projects)

    • 100+ Siebel On Premise Projects

    • 130+ SaaS CRM engagements, 12 Fusion CRM engagements

    • 25+ Master Data Management & Data Quality engagements

    • 7 Industry Verticals certified by Oracle

  • 80+ dedicated resources on SaaS CRM (Oracle Sales, Service & Marketing

Focus

Expertise

  • Roadmapplanning, product selections, implementation experience across

    • SaaS CRM – Dedicated project methodology

      • (Oracle Sales Cloud Fusion, CRM On Demand, RightNow, Eloqua)

    • Integrations with over 45 enterprise applications and SaaS products

    • One of the most experienced Oracle SaaS partners for 5+ years

Gartner recognized Serene as a boutique CRM consulting firm in its CRM vendor report in 2011




Field service

2014 Platform

Field Service


Field service1

2014 Platform

Field Service


Key takeaways
Key Takeaways Platform


Key takeways
Key PlatformTakeways

  • Create the Right Technician Workforce with the Right Tools

  • Focus On Preventive Management

  • Improve diagnosis prior to field visit increasing first time fix rates

  • Have the right parts at right time, leading to zero inventory

  • Finally collaboration between teams for increased revenue


Join the cx conversation @ openworld
Join The CX Conversation @ PlatformOpenWorld

#CX

#OOW13

@OracleCX



Graphic section divider
Graphic PlatformSection Divider


APPENDIX Platform


2013-IP Platform

Siebel Mobile for ServiceEmpowering the Offline Field Technician

Solution Overview :

Empowers the field technician by providing access to key service information needed to execute the field activity

Key Capabilities:

Access to key field activity and related information like customer, service request and asset data

Capture progress of activity, parts used, time spent, expenses incurred

1-Tap to check parts availability, order parts, create RMA, update inventory, generate invoice

Why it matters :

Improves Field Technician productivity and satisfaction by providing access to information at his finger tips


Siebel mobile solutions empowering field service technician
Siebel Mobile Solutions PlatformEmpowering Field Service Technician

2013-IP

  • 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 2013-IP


Customer experience mobility empowering field service technician
Customer Experience – Mobility PlatformEmpowering Field Service Technician

Planned

  • 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)

  • FacetimeIntegration ( 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)


Now Platform

Oracle Knowledge

The right answers at the right time

Solution Overview. Oracle Knowledge integration with Siebel’s Call center provides a unique ability to discover the true intent of each inquiry with real-time contextual data from enterprise systems to quickly pinpoint the most-relevant answers.

Key Capabilities:

  • With Context-driven search quickly pinpoints relevant answers leveraging key information from service requests.

  • It allows agents, customer communities to tap into knowledge from various sources

  • Allows agents and customers to collaborate with peers, reach out to subject matter experts, and contribute their own expertise.

  • Industry specific answers on the web

    Why it matters :

    Improves productivity by allowing access to knowledge across the organization


Now Platform

  • Dispatch Agents – Real-time Scheduling

  • Right Technician at the Right Time at least cost

  • Solution Overview:Integrating Siebel Field Service with Oracle’s Real Time scheduler provides a real-time dynamic scheduling solution for companies to optimize the scheduling of their skilled mobile resources

    Key Capabilities:

  • Real-time appointment booking and optimization

  • Continuous optimization and Automated Dispatch

  • Modern and Easy to Use Dispatch Board

  • Visualize technicians on a map

    Why it matters :

  • Allows technicians to spend more time resolving the job and less time travelling. Reduces cost by minimizing overtime


2013-IP Platform

  • Dispatch Agent - Dispatch Board

  • Right Technician at the Right Time at least cost

  • Solution Overview:Integrating Siebel Field Service with Oracle’s Real Time scheduler provides a real-time dynamic scheduling solution for companies to optimize the scheduling of their skilled mobile resources

    Key Capabilities:

  • Real-time appointment booking and optimization

  • Continuous optimization and Automated Dispatch

  • Modern and Easy to Use Dispatch Board

  • Visualize technicians on a map

    Why it matters :

  • Allows technicians to spend more time resolving the job and less time travelling. Reduces cost by minimizing overtime


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