Oracle Field Service. Adding to the CRM Building Blocks. At the Crossroads of Business & Technology
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1 Oracle Field Service Adding to the CRM Building Blocks
2 Agenda Review E-Business Suite Footprint Review Foundation, Teleservice, Sales Online Introduce Field Service Dependencies Process Flow fit with strategy Summary of Benefits Q & A
3 E-Business Suite Daily Business Intelligence Analytics Interaction Center Intelligence CRM ecommer ce Marketing Intelligence Marketing Online Advanced Marketing Online Trade Mgt Part ners Onli ne Sales Intelligence istore ipay Sales Online Mobile Sales Telesal es Incenti ve Comp Sales Contra cts Project Contra cts Contracts Intelligence Service Contract s Rights Contract s isuppo rt Advan ce Servic e Online Telese rvi ce Service Intelligence De p o Field t Servi Re c p e a Mobil Spai e r Servi e c s e Mgt Advan ce d Sched ule Quality r Online Collect ion s Customer Online Shared Compone nts Universal Work Queue Tasks Resources Notes Territories Calendar Assignment Engine 1-on-1 Fulfillment Knowledge Base Interaction History Attachments Escalation Management Interactio n Channels ebusiness Foundatio n Telephony Predictive Dialer, Call Center Connectors Customer Model TCA Center Univ. Work Queue Intracn. Blending Product Master Scripting imeeting Collaborati on Installed Base Wireless (WAP) Pricing Mobile (Laptop, PDA) Configurator
4 E-Business Suite Daily Business Intelligence Analytics Interaction Center Intelligence CRM ecommer ce Marketing Intelligence Marketing Online Advanced Marketing Online Trade Mgt Part ners Onli ne Sales Intelligence istore ipay Sales Online Mobile Sales Telesal es Incenti ve Comp Sales Contra cts Project Contra cts Contracts Intelligence Service Contract s Rights Contract s isuppo rt Advan ce Servic e Online Telese rvi ce Service Intelligence De p o Field t Servi Re c p e a Mobil Spai e r Servi e c s e Mgt Advan ce d Sched ule Quality r Online Collect ion s Customer Online Shared Compone nts Universal Work Queue Tasks Resources Notes Territories Calendar Assignment Engine 1-on-1 Fulfillment Knowledge Base Interaction History Attachments Escalation Management Interactio n Channels ebusiness Foundatio n Telephony Predictive Dialer, Call Center Connectors Customer Model TCA Center Univ. Work Queue Intracn. Blending Product Master Scripting imeeting Collaborati on Installed Base Wireless (WAP) Pricing Mobile (Laptop, PDA) Configurator
5 Foundation, Teleservice and Sales Online Foundation Base CRM functions that are used by all CRM modules Teleservice Starting point for all customer interactions Sales Online An extension to the field sales organization for 360 degree view of customer interactions and lead/opportunity/forecast management
6 Field Service Provides the ability to dispatch technicians to customer locations and to account for material, labor, and expenses incurred. Marketin g Sales Foundation Field Service Tele service Service Tightly integrated with the contact center, installed base, service requests, tasks, charges, spares management, and order management, contracts, resources, territories and assignments. Effective for service/repair as well as new installations.
7 Dependencies Human Resources Inventory Order Management Service - Charges Resource Definition Install Base Tracking Spare Parts Management Charges Charges Spare Parts Determines how charge lines are handled by OM Service - Install Base CRM Foundation Install Base Tracking / Handling Assignment Manager Resource Manager Territory Manager Task Manager Escalation manager Calendar Notes Interaction History
8 High Level Process Flow Enter an Installation Order Enter a Request for Service Service Request Create Task(s) Dispatch a Technician Field Service Report (Debrief) Charges Order Management
9 High Level Process Activities Knowledge Base Material, Labor, Expenses Charges Create Task Dispatch a Technician Identify & Verify Analyze Prioritize Plan & Schedule Repair / Resolve Debrief Close & Bill Query Customer/Contact Search Install Base Create Service Request Contract Entitlement Install/Repair Update Service Request Interface Charges to OM Update SR with resolution Close SR
10 Contact Center
11 Service Request Product Coverage Install Base information is carried forward and includes item number, description, Contract coverage, and original order number
12 Service Request - Workbench
13 Service Request - Task
14 Dispatch Center Schedule Resources View Resource s Calendar View Suggested Spares View Install Base Info Launch Debrief View/Update Tech Address View/Update Subinventory View Required Skills Order/ Move Parts
15 Field Service Report (Debrief) Account for Material Account for Labor Account for Expense Create Charge Lines Updates Inventory Updates Install Base
16 Charges Review Contract Coverage Review Charges from Debrief Create Additional Charges Add to existing order in OM Create a new order in OM Keep as an estimate
17 Summary Field Service Benefits Provide rapid responses and resolutions to your customers Increase your service center s efficiency Automate the process of dispatching field technicians The logical next step? If the business has a need to dispatch technicians If the CRM Foundation is in place Finally Maximize your investment in the Oracle applications Setup and roll out effort is reasonable Applications are stable (patched or )
18 Thank You Mark Adam - Greenbrier & Russel madam@gr.com
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