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#oowBR - Oracle TOA - Gestão de Serviços de Campo, Jorge Sestini

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Slide 1

Gesto de Servios de Campo

Oracle Field Service TOA TechnologiesJorge [email protected]

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

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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AgendaTendncias e desafios do mercadoViso de soluo

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Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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CRESCIMENTO SUSTENTVELAUMENTO DE PRODUTIVIDADEREDUO DE CUSTO OPERACIONALMELHORA NO NVEL DE SERVIOEFICINCIA (BAIXO ESFORO)

SATISFAO DOS CLIENTESLEALDADE EXPERINCIA DO CLIENTERETENO(RELACIONAMENTO)

NOVOS MERCADOSMARKET SHAREVENDASCRESCIMENTO (NOVAS RECEITAS)

Copyright 2015 Oracle and/or its affiliates. All rights reserved. [SPEAKER NOTES]The ARE equation provides organizations with a way to understand and justify ongoing investments in Customer Experience, across the business for greater returns, and that highlights the crux of the problem Your board and executives demand sustainable growth that: Acquires new customers and more opportunities A brand that exudes value thereby driving up retention and loyalty to monetize the relationship over time All while cutting costs and being as efficient as possible!!!And what is so often misunderstood is that a industry leading Customer Experience IS the sum of the interactions across your Acquisition, Retention and Efficiency Initiatives!!!

[PRESENTER BACKGROUND]Organizations by their nature are interested in profitability and sustainable growth. The ARE equation provides organizations with a way to understand and justify ongoing investments based on specific KPIs that directly relate to the specific issues they are trying to solve.It is important to note, that different organizations are in very different places with respect to their attainment of that goal. That is why it is important to utilize the ARE framework to help guide them accordingly. Before starting to talk to a customer about products and features, you must first determine two things: What is their immediate pain that they must solve What is their long term goal that they are aspiring toARE represents the three compelling aspects of profitability and growth: Acquisition of new customers Retention of existing customers Efficiency of their operationsThis slide highlights the KPIs that are associated to each of these aspects those which they must influence, impact and monitorIf for example the organization indicates that they are interested in implementing web customer service, you must dig a bit deeper to determine WHY they want to do this. Are they looking to increase their CSAT scores (Retention), or are they looking at reducing their cost of service (Efficiency)? By understanding the WHY, you will be able to better help guide them to the HOW. Your customers are looking to you as an expert advisor that can help them build out the business case for investment in CX. Utilize this framework and formula to help in that process.

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4 PRINCIPAIS TENDNCIAS EM SERVIOSInvestimentos crescentes em CloudMobilidade impulsionando a gesto dos Servios de CampoPrestao de servios como diferencial competitivoMaior visibilidade, controle e opes para os clientes 2Emerging Trends in Mobility for Field Services TSIA, Vele Galovski; August 201435 Field Service Trends for 2015 Capterra, Andrew Marder; January 20151Top Ten Tech Trends for the Field Service Industry in 2015 www.fieldservicenews.com, January 2015

Copyright 2015 Oracle and/or its affiliates. All rights reserved. PRESENTER NOTES:Slides 7 12 are in support of this slide. To reduce your total number of presentation slides, it is recommended that you learn the talking points to these trends, then move slides 7-12 to the appendix of your deck.

We have only selected those trends which directly speak to our value proposition and differentiators. Each of the four points is covered in more detail in the following slides.

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4 PRINCIPAIS TENDNCIAS EM SERVIOSInvestimentos crescentes em Cloud

Em breve todos os fornecedores de tecnologia tero opo de soluo em Cloud. Das empresas que ainda no tem soluo em cloud, 50% j esto planejando essa mudana.Benefcios da cloud para servios de campo j so muito bem documentados: escalabilidade, baixo custo de TI, rpida implementao, fcil acesso a mobilidade. Top Ten Tech Trends for the Field Service Industry in 2015www.fieldservicenews.com, January 2015

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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4 PRINCIPAIS TENDNCIAS EM SERVIOSMobilidade impulsionando a gesto dos Servios de Campo

Empresas esto aumentando o uso de dispositivos mveis para atividades de servio aos clientes e a fora de campo1 63% das operaes de campo reportam aumento de produtividade devido ao uso de dispositivos 1Pesquisas indicaram que 50% das empresas perceberam aumento na satisfao dos clientes devido ao uso de ferramentas mobile, assim como reduo do uso de papel (63%) e reduo no tempo de deslocamento (31%). 1Cada vez mais empresas esto apurando aumento de receita devido ao uso de solues mobile.1

1TSIA Field Services Mobility Stats Benchmark: TSIA July 201422015 TSIA Member Technology Spending Report, Field Services: TSIA, John Ragsdale September 2015

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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4 PRINCIPAIS TENDNCIAS EM SERVIOSPrestao de servios como diferencial competitivo

Nvel de servio como diferencial competitivo. Disponibilidade no o suficiente as empresas precisam melhorar como interagem com os clientes, isso pode-se refletir em quo raro eles precisam ligar para o call center.Expectativade dos clientes em ter o time de campo com conhecimento sobre o servio prestado est crescendo, e as organizaes precisam de mais informa em tempo real.Satisfao de clintes e aumento de receita esto diretamente interligados.5 Field Service Trends for 2015Capterra, Andrew Marder January 2015

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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4 PRINCIPAIS TENDNCIAS EM SERVIOSMaior visibilidade, controle e opes para os clientes

Uso de tecnologia para prover mais informao aos clientes, fazendo com que se sintam mais respeitados e no controle do processo Crontole do time de campo com visibilidade em tempo real da operaoPrevisibilidade e flexibilidade para gerenciar conflitos A operao de campo deve agregar valor ao negcio de seus cleintes. 5 Field Service Trends for 2015Capterra, Andrew Marder January 2015

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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Principais iniciativas estratgicas para a excelncia da Operao de CampoField Service 2014: Access to the Right Information Empowers a Results-Driven WorkforceAberdeen, Aly Pinder Jr. January 201457%48%43%40%

Copyright 2015 Oracle and/or its affiliates. All rights reserved. PRESENTER NOTES:Each of these strategic initiatives touches on one or more of our core strengths or differentiators: capacity planning, first-time fix/speed of resolution, mobility, complete visibility of field activities/resource location (Core Manage, Smart Location) and our foundational technology (time-based, predictive, self-learning).9

AgendaBusiness ImperativeSolution Overview12

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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The Oracle CX Portfolio

ORACLECOMMERCE CLOUDORACLESALES CLOUDORACLEMARKETING CLOUDORACLESERVICE CLOUDORACLESOCIAL CLOUDCross Channel Contact CenterKnowledge ManagementWeb Customer ServicePolicyAutomation

Service Cloud Platform

Field ServiceManagement

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

Cross Channel Contact CenterKnowledge ManagementWeb Customer ServicePolicyAutomationService Cloud Platform

Field ServiceManagement

Copyright 2015 Oracle and/or its affiliates. All rights reserved. Baseado no tempo, Auto-aprendizado, PrevisibilidadeBaseado no tempoTodas as atividades so medidas em tempo real para cada pessoa em campo estudo de comportamento indivual contnuoAuto aprendizadoA soluo aprende o histrico de performance para cada pessoa no campo, e cria um perfil de desempenho nico, com uma impresso digital, que constantemente atualizada, para assegurar uma operao sempre otimizada.PrevisibilidadeDevido a esse perfil indiviual nico, a soluo preve com alto indice de acuracidade, quando uma pessoa em campo ir iniciar ou completar uma atividade.

Field service management 360 view

Copyright 2015 Oracle and/or its affiliates. All rights reserved.

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Copyright 2015 Oracle and/or its affiliates. All rights reserved.