Oracle Real-Time Scheduler for Facilities Management Organizations. Service Excellence Delivered Profitably

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1 Oracle Real-Time Scheduler for Facilities Management Organizations Service Excellence Delivered Profitably

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3 Win contracts. Keep them. Grow and profit as a result. Exceptional on-site service ensures contract renewals. Having invested significant time and money to win business, you can t afford to lose when contracts come up for renewal. Service excellence is the key to retaining customers. Are you prepared to deliver it? From refurbishment and waste management to facilities engineering, maintenance or any of the other services you might provide, the consistency, accuracy and responsiveness of your mobile and on-site teams ultimately determines customer satisfaction. Oracle Real- Time Scheduler enables you to unlock customercentric service excellence and do so cost-effectively. Oracle s workforce management solution makes it easy to handle unexpected routing disruptions so you deliver what you ve promised. It quickly gets resources on site to deal with critical work requests, handles contract labor of all types, and manages in real-time the hundreds of other details large and small that come with facilities management. Oracle Real-time Scheduler also drives down service costs. You ll reduce expenses by minimizing drive time, prioritizing tasks to avoid service level penalties, and providing critical information to the field when it s needed. Also, with closed-looped performance analysis, you ll know you are delivering the best service at the lowest cost. Take the uncertainty out of facilities management. Win contracts and grow them with Oracle Real-Time Scheduler. 3

4 Lower the cost of service and differentiate from the competition Oracle Real-Time Scheduler is a workforce management solution for facilities management organizations that enables them to provide exceptional levels of customer service. Encompassing best-of-breed planning, scheduling, routing and mobile functionality it optimizes mobile resources and drives down service cost by providing: Simplify management of a complex work mix: Schedule and execute a mix of planned and reactive work using approved processes to ensure customer service level agreements (SLAsl are met and compliance and regula tory requirements are adhered to. Optimal work assignment for all in-house and contract resources: Ensure work is assigned to the most appropriate and cost-effective resource in a consistent, rules-based manner. Introduce the flexibility needed to rapidly deal with unexpected demands resulting from severe weather or other disruptive causes. Seamless communication with the field: Communicate bi-directionally in realtime throughout the workday, ensuring streamlined and accurate information flow through to the point of completion for each and every service request. Better access to information all of the time: Provide field resources with accurate details of customer entitlements. Capture and report usage of parts and consumables to reduce inventory cost and speed the billing process. Consistent and excellent performance: Incorporate performance management analytics to gain detailed insight into field performance and to support work flow process tools that eliminate subjectivity and anomalies, ensuring uniform behavior across in-house employees and any contract resources. Customer-centric appointment setting made easy: Define and automatically select optimized appointment options when it is necessary to co-ordinate your resource arrival with the availability of customer employees or third parties. Improved sales and contract process via analysis: Capture and analyze accurate and comprehensive metrics on the performance of the service delivery process in order to refine contract costing models and help ensure competitive, profitable bids. By helping facilities management organizations optimize resource planning and implement real- time, automated processes, Oracle Real-Time Scheduler puts you in a position to exceed customer expectations and improve renewal rates. 4

5 Mobilize new contracts quickly and efficiently using a proven, scalable platform It s one thing to win new contracts; it s another thing entirely to deliver on what you ve promised. Scaling new business comes with the potential of massive disruption that can impact your business and your customer s. It often necessitates the rapid absorption of service teams, whether from the customer or the previous contract holder, and new processes and practices. Eliminating that disruption is where we come in. Oracle Real-Time Scheduler helps minimize the impact new contracts can have on your business by incorporating a comprehensive set of highly configurable processes and data flows, enterprise dashboards, and mobile communications that can quickly be adjusted to support additional work: Configurable Operational Rules & Priorities Employ analytics to manage the parameters needed to balance the relative priorities of a complex work mix facilitating world- class service at a manageable cost. The scheduler considers all the configured constraints associated with each task together with customer location, drive time and distance to determine the optimal assignment in seconds... not minutes. Tasks get prioritized correctly with customer SLAs and contracted penalty payments in mind, so your most valuable customers and highest risk work automatically get the priority they deserve. Provide inexperienced personnel, whether newly acquired or from sub-contractors, with clearly defined workflows and standard operating procedures appropriate to the work they are assigned. Information throughout service process can be captured, analyzed and presented via dashboards, where it can be used to drive best practice process, improve SLA adherence, reduce overtime and minimize the cost of service. 360 Visibility of Planned Activities and Exceptions Arm schedulers with real- time visibility of the operation, showing planned runs as a Gantt chart, in tabular form or on a map, including details on vehicles, technicians, work tasks, depots and routes expediting decision making and smoothing workflow. Real-time visibility of crucial information, such as planned and standby resource availability and capability, lets you easily handle unplanned customer requests, so you can prove value when it counts most. True street-level routing is employed during appointment booking and task assignment to ensure non-productive drive time is minimized and productivity level targets are achieved. In-day event management highlights tasks in jeopardy, while overtime approval management and other tools to take the drama out of the unexpected, such as emergency requests, driving delays, sickness, bad weather, and vehicle breakdowns. 5

6 Mobile Communications Ensure technicians are fully informed about each task by including customer history, special requests or warnings. Also, capture or show key account information, parts usage and equipment condition using text, audio and images on laptops, tablets and handhelds facilitating accurate account records and billing. Tasks are dispatched in a route-optimized sequence, helping ensure on-time arrival and efficient operations. Task completion details can be captured directly on a mobile device using task-specific workflows, eliminating error-prone paperwork and freeing time for employees to focus on more valuable tasks. Disconnect alerts, panic buttons, intercommunication and real-time location awareness make sure your most valuable assets employees return safely every day. Optimized Order-to-Doorstep Service Chain Oracle Real-Time Scheduler Configurable Process 360 Visibility Mobile Communications Analytics AUTOMATION Efficient Operations Fewer technicians Fewer miles driven More tasks per day Optimal staffing levels Lower fuel costs Reduced overtime Reduced penalty payments Customer-Centric Orientation Rapid response to urgent calls Meeting service level agreements Smooth handling of unplanned events Increased first-time fix-rates Flexible appointments Improved service quality DELIVERY Personalization Accuracy Responsiveness Oracle Real-Time Scheduler Drives Efficiency and Customer-centricity Through the Service Chain 6

7 Learn how one client delighted its customers and reduced costs Customer Profile A United Kingdom company manages a 24/7 nationwide service operation supporting more than 5000 sites. Service is delivered through a network of technicians, backed by a centralized operations and support team. Challenges A rapidly growing and demanding customer base drove the need to increase the efficiency of the company s machine-servicing operations in order to minimize costs and improve service needed to stay competitive. The company deployed Oracle Real- Time Scheduler to automate service scheduling and provide a complete, end-to-end call management process. With Oracle Real-Time Scheduler, we can highlight and deal with issues within our business quickly and easily, allowing us to provide outstanding service to our customers, with a lower cost model. Customer Services Operations Manger and ORS User The Results The company has benefited across the board, improving operational process and significantly raising customer satisfaction levels. Planned maintenance backlog has been reduced to zero, call qualification accuracy has improved by 86%, field service technician productivity has increased 28%, and the company has achieved a 25% reduction in mileage traveled by technicians. 28% Workforce productivity increase as a result of providing real-time information to technicians 25% Reduction in mileage traveled Efficiency by technicians 31% saving gained in the first year Reduction in mileage, savings in fuel costs, and improved staffing levels 7

8 Reduce Deployment Time, Cost, and Risk via the Cloud Oracle s solution is available through the cloud, significantly speeding your ability to deploy and realize mobile workforce benefits. Via Oracle Real-Time Scheduler Cloud Service, businesses can get up and running quickly with the tools and features they need most and transfer technology management activities to the Oracle Cloud. This cloud solution reduces technology costs and risks and empowers businesses to focus more time on their core operations. With the addition of this implementation, customers can choose an option in the cloud, on premise or a hybrid model that best suits their business strategy, cost, technology and timeline needs. Rely Upon World-class Support Oracle provides the peace of mind that comes with working with a single company offering industry-leading software applications, cloud solutions and world-class information technology (IT) and support. Key integrations between Oracle Utilities Mobile Workforce Management and support tools, such as Configuration Migration Assistant and Application Management Pack for Oracle Utilities, provide your IT staff the ability to better monitor the health of servers and other infrastructure components. Additionally, the solution is built for today s ever-changing technology environment, supporting a wide variety of devices. With the addition of HTML5 to Oracle Real- Time Scheduler, you can do away with obsolete one-size-fits-all approaches to field equipment. You get the flexibility to use a range of laptops, tablets and hand-held devices based on what is best suited for the tasks at hand. And since the solution doesn t require the download of an application to a mobile device, you can eliminate concerns about out-of-date field software or distribution to temporary employees. 8

9 CONTACT US For more information about Oracle Real-Time Scheduler, visit oracle.com or call ORACLE1 to speak to an Oracle representative. OUTSIDE NORTH AMERICA Visit oracle.com/corporate/contact/global.html to find the phone number for your local Oracle office. 9

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