Extending Knowledge Management to Empower the Field CON8946 Manish Nashine – IT Director Kyle Martin – Knowledge Management Leader Wednesday, October 1,

Extending Knowledge Management to Empower the Field

CON8946

Manish Nashine – IT DirectorKyle Martin – Knowledge Management Leader

Wednesday, October 1, 2014

2Oracle OpenWorld 2014

Agenda

• Ingersoll Rand Profile• Reasons for Action• Strategy• Why Oracle Service Cloud• Piloting Oracle Service Cloud• Challenges• Initial vs. Current State• Service Quality Metrics• Knowledge Metrics• Next Steps• Comments from the Field• Questions




Reasons for Action

You take too long to fix my problem

• Existing knowledge base fragmented• Diagnosis processes not consistently followed• Support personnel difficult to reach

Initial State

Resulted in:

• Too much unproductive “wait” time‑ Troubleshooting assistance‑ Parts‑ Didn’t know what to do

• Subsequent trips require more time than the first• Slow responsiveness to customers


Strategy

Empower field technicians to solve customer issues faster

• “First Trip Resolution”• “Time to Resolve”

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• Defined Process

• Develop Knowledge Management as a core competency

Allow us to quickly and efficiently diagnose and resolve customer problems

• Thereby shrinking wait & work times and increasing technician capacity

• On-Demand Problem Resolution will:

− Utilize guided discovery and logic based reasoning

− Make available “most likely” solution to technician at beginning of diagnosis and repair process

− Streamline Tech Support capability

− Provide for multi-channel communications (Phone, Email, Online Chatting)

− Provide a Self-Learning Knowledge Base

− Make searching as easy as “Googling”


Why Oracle Service Cloud

Search Capabilities

Site Reliability

Issue Tracking

Live Chat

Guided Assistance

Robust Reporting


Piloting Oracle Service Cloud

•Selected Compressors•Selected Customer Centers•Migrated Content

Pilot

•Increase First Trip Resolution by 3%•Increase Two-Trip Resolution by 3%•Increase System Usage per Tech by 100%•Decrease Time to Resolve by 25%

Success Criteria

•First Trip Resolution Improved by 8%•Two-Trip Resolution Improved by 4%•Activity per Technician Improved by 290%•Time to Resolve Decreased by 51%•Launched in North America•Launching in Europe, Asia, and Latin America

Results


Challenges

Search (tuning & support history)

Image Uploading

Single Sign On (SSO)

Publishing Across Interfaces


Initial vs. Current State

• A knowledge management process that is embedded in technician troubleshooting and repair

• A Technical Support group that is closer to the “moment of impact”

• Service Technicians who are empowered to solve customer problems faster

• A technical support process where field knowledge is immediately “discoverable” by others around the globe

You take too long to fix my problem

• Existing knowledge base fragmented• Diagnosis processes not consistently

followed• Support personnel difficult to reach

Resulted in:

• Too much unproductive “wait” time‑ Troubleshooting assistance‑ Parts‑ Didn’t know what to do

• Subsequent trips require more time than the first

• Slow responsiveness to customers


Service Quality Metrics

Jan-13

Feb-13

Mar-1

3

Apr-1

3

May-1

3

Jun-13 Jul-13

Aug-1

3

Sep-13

Oct-1

3

Nov-1

3

Dec-1

3

Jan-14

Feb-14

Mar-1

4

Apr-1

4

May-1

4

Jun-14 Jul-14

Aug-1

4

First Trip ResolutionAll Centers

Pilot Deploy


38% Improvement in Customer Satisfaction

for Service!

Knowledge Metrics

Jan Feb Mar Apr May Jun Jul Aug

Field Contact

Incident Editor % Ask A Question % Live Chat % Feedback on Answers % Site Feedback / Service Mailbox %

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

1,300

1,400

1,500

1,600

1,700

1,800

1,900

2,000

2,100

2,200

Jan Feb Mar Apr May Jun Jul Aug

Knowledge Base Usage

Americas hits per work day Americas Web usage

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Next Steps

• Pre-call Triage‑ Diagnose customer issues before dispatch

• Prescriptive Technician Repair Plans‑ Repair plan including: standard work procedures, parts

required, and technician skills as part of scheduling process

• Connect Service to Quality & Reliability Teams‑ Feed ground-level intelligence about our install base to

internal product development and reliability teams


Comments from the Field

With my computer literacy it feels almost as good as hitting the lottery for $2 bucks!

We have our training next week – but I got on there for the first time today – WOW. Had two issues at a customer site, searched for both of them – and they BOTH came up, with clear and explicit descriptions for each. Saved a ton of time and aggravation on our end. Awesome work…

In case I have not told you lately, this is AWESOME!! It is so much better than that old program we have already forgot about.

Too bad it’s not been fitted yet for the European market also. Please let me know if there will be a deployment in the future.Seems to be a great tool! Nice work!


Questions

• Manish Nashine‑ IT Director‑ [email protected]

• Kyle Martin‑ Knowledge Management Leader‑ [email protected]

Documents

Extending Knowledge Management to Empower the Field CON8946 Manish Nashine – IT Director Kyle Martin – Knowledge Management Leader Wednesday, October 1,