Presentation of the Oracle Real-Time Scheduling solution by Peter Broughton, Oracle @ Who? When?...

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

Peter Broughton Director, Workforce Scheduling Solutions November 19, 2014

Oracle Confidential

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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

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Supported Workflow

Analyze

Call Closure

Workforce Management

Call Initiation

Predict Optimize Optimize Dispatch Dispatch Execute Execute

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• 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

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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

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Capabilities Cover

Insurance

Banking

Cash Management

Home Delivery

Parcels

Waste Management

High Tech

Medical Devices

Capital Equipment

Facilities Management

Public Housing

Asset Management

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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

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New Paradigm Delivers

Customer Centric Service

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“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

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“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

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Retail Home Delivery

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

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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

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Field Service

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

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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

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“Use Service Performance

Data to evaluate and

improve effectiveness”

… and Continue to Improve

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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

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50% 90%

28%

50%

17%

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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

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Oracle Value Proposition

Increase Operating Margins Enhance the Customer Experience

Optimise Field Service Operations

Deliver Actionable Intelligence

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Questions & Answers