Oracle E-Business Suite Customer Service and Field Service at Datacard Corp.

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2 Oracle E-Business Suite Customer Service and Field Service at Datacard Corp. Presented with John Olszewski Senior Director EBS Service Product Management Ingrid Rojas Business Analyst Datacard September 16, 2014

3 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 3

4 EBS Service Product Family Comprehensive Customer Service, Tech Support, Field Service and Depot Repair Solution Self Service Escalation Integration Assisted Service Escalation Integration Onsite Service EBS Service Products isupport (WEB Self Service) Knowledge Management Center Remote (M to M) Preventive Maintenance Advanced Inbound CTI Contact Center Service Request Scripting Customer Service Logistics Charges and Billing Field Service Advanced Scheduler Spares Management Mobile Field Service Service Parts Planning Depot Repair/CMRO Foundation: Service Contracts, Installed Base, TCA, Calendars, Territories, Workflow Integrations: HR, Financials, Order Management, Inventory, WMS, Logistics, Projects

5 EBS Release History Released August 2014 EBS 11i EBS May Dec Aug Jan May Sept Dec Aug 2014 Smaller releases make it easier to upgrade , , , , , , Development partners: NCR, Sun/Oracle, Wincor Nixdorf, Telefonica, Huawei, GE Power and Water, GE Oil & Gas, Toshiba Global Commerce, AB Sciex, Overhead Door, Teradata, Datacard

6 EBS UX Strategy 12.2 UI Focused Release Modern User Experience 1. Forms to OAF HTML Conversion 2. OAF Innovations 3. Mobile Applications 4. Tablet Applications 5. Simplified UIs/FUSE 6. Endeca Applications (in memory analytics) EBS Extensions for Endeca OAF Enhancements UX Strategy Mobile Applications Simplified User Interfaces 6

7 Oracle E-Business Suite Service Roadmap and Datacard Case Study Service / Update Service Roadmap Datacard Service Case Study 7

8 Oracle E-Business Suite Service Roadmap and Datacard Case Study Service / Update Service Roadmap Datacard Service Case Study 8

9 Oracle Applications: Current Release and Roadmap Oracle E-Business Suite: Service Family Release August 2014 User Experience New HTML Spares Planner s Desktop High volume parts search and ordering High volume parts debrief Display Task Notes and Dates in isupport Mobility Multi-Platform Smartphone Phase 2 Wireless MFS Managers Dashboard EBS Extensions for Endeca New TeleServcie Endeca Integration Drill down to Carrier Tracking System TeleService and Field Service integration with Oracle Knowledge Direct CTI for HTML Service UIs Link Install Service Requests to Sales Orders Service Contracts Public APIs Optimization Display customer credit status in Service UIs Schedule Tasks in Field Service Admin Portal What s Next 0-12 month planning cycle User Experience New HTML Contact Center Default Labor SAC from Task Type New HTML Dispatch Center SR Charges Mass Update Service Contracts Forms to OA Conversion Mobility Multi-Platform Tablet Release Support Managers Smartphone Application Wireless MFS Technician Self Scheduling EBS Extensions for Endeca Enhancements to Field Service Endeca Enhancements to Spares Management Endeca Integration isupport integration with Oracle Knowledge Create OTL Time Cards from FS Debrief Optimization Service Request Security MOAC Reserve Parts when save Debrief Lines Shipment Method Calendars Advanced Scheduler Improvements Future Directions Post 12 month planning cycle User Experience Filter Tasks Status/Transitions by Task Type Logistics Coordinator s Workbench Support Touch Screens and Tablets OAF New Features Uptake Mobility Multi-Platform Laptop Release Estimates, Invoices and Payments EBS Extensions for Endeca Installation Coordinator s Workbench Integration SR Charges Advanced Pricing Integration Right Now Chat Integration Right Now to EBS Scheduler Integration 2-Way EAM Integration isupport Field Service Task Self Scheduling Optimization Multiple Products on a Service Request Supplier Warranty Tracking and Claims Dispatch Center and Scheduler for EAM Restricted to event use only. 9

10 Service / Update New HTML Universal Work Queue (UWQ) Common Metadata Definition for UWQ Node Display in Forms UWQ and HTML UWQ Work Panels for Service Requests and Tasks enhance Agent Productivity

11 Service / Update New Modal Pop-ups for Improved Agent Productivity Access to Modal Popups from HTML UWQ

12 Service / Update New Customer Profiles Dashboard Customer Profiles Checks displayed on Create and Update Service Request pages Profile Checks Definable at: Party Level Account level Party Site Level Employee level Drill Down to the actual transaction (e.g. Sales Order)

13 Service / Update Better Field Service Integration Easy Access to Field Service Tasks Functions like Scheduling, Debrief and Parts Ordering

14 Service / Update New Service Task UI New Service Request Tasks Pages: Common for all Service and Field Service Applications Handles Service Request Field Service and Non-Field Tasks Honors all Service and Field Service Rules Key information includes: Debrief Parts Assignment

15 Service / Update New One-Page Solution Authoring Interface Easy Solution Authoring Reduced number of steps and clicks Inline update of Statements when creating Solutions

16 Service / Update Integration with Oracle Knowledge (InQuira) Oracle Knowledge Access from Service Request Form and HTML Service

17 Service / Update New HTML Resource Addresses & Sub-inventories UI

18 Service / Update New HTML Parts Planner Dashboard

19 Service / Update New HTML Parts Planner Dashboard

20 Service / Update New HTML Parts Planner Dashboard Manage Forecast Rules Manage Excess Rules Manage Recommendation Rules

21 Service / Update High Volume Parts Ordering

22 Service / Update High Volume Parts Orders

23 Service / Update Quick Order Creation for simple Spare Parts Supply Chains

24 Service / Update Create Backorders when Parts Unavailable

25 Service / Update High Volume Parts Debrief

26 Service / Update Drill Down to Carrier Tracking Systems Parts Receiving

27 Service / Update Drill Down to Carrier Tracking Systems Transaction History

28 Service / Update Multi-Platform Mobile Field Service Automatic Synchronization

29 Service / Update Multi-Platform Mobile Field Service Personal Tasks

30 Service / Update Multi-Platform Mobile Field Service Follow-Up Tasks

31 Service / Update Multi-Platform Mobile Field Service Attachments

32 Service / Update Multi-Platform Mobile Field Service Expense Debrief

33 Service / Update New Product TeleServcie Endeca Extension Customer Service Performance Measurements

34 Oracle E-Business Suite Service Roadmap and Datacard Case Study Service / Update Service Roadmap Datacard Service Case Study 34

35 Oracle Applications: Current Release and Roadmap Oracle E-Business Suite: Service Family Release August 2014 User Experience New HTML Spares Planner s Desktop High volume parts search and ordering High volume parts debrief Display Task Notes and Dates in isupport Mobility Multi-Platform Smartphone Phase 2 Wireless MFS Managers Dashboard EBS Extensions for Endeca New TeleServcie Endeca Integration Drill down to Carrier Tracking System TeleService and Field Service integration with Oracle Knowledge Direct CTI for HTML Service UIs Link Install Service Requests to Sales Orders Service Contracts Public APIs Optimization Display customer credit status in Service UIs Schedule Tasks in Field Service Admin Portal What s Next 0-12 month planning cycle User Experience New HTML Contact Center Default Labor SAC from Task Type New HTML Dispatch Center SR Charges Mass Update Service Contracts Forms to OA Conversion Mobility Multi-Platform Tablet Release Support Managers Smartphone Application Wireless MFS Technician Self Scheduling EBS Extensions for Endeca Enhancements to Field Service Endeca Enhancements to Spares Management Endeca Integration isupport integration with Oracle Knowledge Create OTL Time Cards from FS Debrief Optimization Service Request Security MOAC Reserve Parts when save Debrief Lines Shipment Method Calendars Advanced Scheduler Improvements Future Directions Post 12 month planning cycle User Experience Filter Tasks Status/Transitions by Task Type Logistics Coordinator s Workbench Support Touch Screens and Tablets OAF New Features Uptake Mobility Multi-Platform Laptop Release Estimates, Invoices and Payments EBS Extensions for Endeca Installation Coordinator s Workbench Integration SR Charges Advanced Pricing Integration Right Now Chat Integration Right Now to EBS Scheduler Integration 2-Way EAM Integration isupport Field Service Task Self Scheduling Optimization Multiple Products on a Service Request Supplier Warranty Tracking and Claims Dispatch Center and Scheduler for EAM Restricted to event use only. 35

36 Service Roadmap New HTML Contact Center 360 Customer Overview End-to-end Rich and Simplified User Experience Info-tiles highlight key information quickly Context Sensitive Actions

37 Service Roadmap New HTML Contact Center Service Requests Management Quick View into customer service request history Context Sensitive Actions Pop-up to create and update Service Request quickly without losing context of customer interaction

38 Service Roadmap New Support Manager Smartphone Application Mobile Service Requests Management

39 Service Roadmap New HTML Dispatch Center Task List and Details

40 Service Roadmap New HTML Dispatch Center Task List and Interactive Gantt Chart

41 Service Roadmap New HTML Dispatch Center Task List and Plan Board

42 Service Roadmap New HTML Dispatch Center Map View Task Mouse Over

43 Service Roadmap New HTML Dispatch Center Task View Driving Directions

44 Service Roadmap New HTML Dispatch Center Field Technician Details View Resource Location on Map Resource Information

45 Service Roadmap New HTML Field Service Scheduler UI

46 Service Roadmap Create OTL Time Cards from Field Service Debrief

47 Oracle E-Business Suite Service Roadmap and Datacard Case Study Service / Update Service Roadmap Datacard Case Study 47

48 EBS Service & Mobile Field Service at Datacard Datacard Confidential 48

49 Topics Datacard Overview Enterprise System Footprint Service Applications Mobile Field Service Wireless Implementation Benefits Next steps Datacard Confidential 49

50 Trusted identities secure Transactions TM Travel & Crossing Borders Corporate Network Accessibility In Store, at Home & on the Go Payment e-gov, Benefits and Other Services Secure Access to Offices & Other Buildings mcommerce, Loyalty & Membership Secure Online Connectivity Datacard 50 Confidential 50

51 Solutions for life s essential ecosystems For main bullets use Arial 18 point Dark Blue For secondary bullets use Arial 16 Dark Blue Datacard 51 Confidential 51

52 creating anywhere-anytime experiences For main bullets use Arial 18 point Dark Blue For secondary bullets use Arial 16 Dark Blue Datacard 52 Confidential 52

53 Captivating the connected consumer For main bullets use Arial 18 Make point font larger Dark and Blue bolder For secondary bullets use Arial 16 Dark Blue Datacard 53 Confidential 53

54 Connecting citizens and governments For main bullets use Arial 18 point Dark Blue For secondary bullets use Arial 16 Dark Blue Datacard 54 Confidential 54

55 Enabling access in the connected enterprise For main bullets use Arial 18 point Dark Blue For secondary bullets use Arial 16 Dark Blue Datacard 55 Confidential 55

56 About datacard Group & entrust For main bullets use Arial 18 point Dark Blue For secondary bullets use Arial 16 Dark Blue Datacard 56 Confidential 56

57 Tier one Business Systems Footprint On-Premise Applications Cloud-Based Applications Oracle E- Business Suite PeopleSoft Agile Vertex Precision CRM on Demand Eloqua Salesforce.com Foundation Financials Suite Projects Suite Human Resources Suite Sales Suite Service Suite Supply Chain Suite Manufacturing Suite Human Resources Benefits Payroll Recruitment Performance Management Talent Management Product Collaboration Tax Rate Calculation State Returns Filing Location Address Validation Desktop Shipping Denied Party Screening Transportation Management Export Compliance Package Exception Management Trade Logistics Lead Management Opportunity Management Sales Forecasting Leads Prospects D&B 360 Sales Cloud Service Cloud Communities See Module Breakdown on Oracle E-Business Suite Footprint Slide Business Systems Acquired via Entrust Datacard Confidential 57

58 Oracle E-Business Suite Footprint Foundation Financials Projects Human Resources Sales Service Supply Chain Manufacturing Trading Community Legal Entity Configurator Data Quality Management Customers Online Customer Data Librarian General Ledger Payables Payments Internet Expenses Receivables Collections Cash Management Fixed Assets E-Business Tax Approvals Management Credit Management Bill Presentment ireceivables Project Management Project Collaboration Project Costing Project Billing Project Manufacturing Project Resource Management Project Contracts Project Analytics Project Portfolio Analysis Human Resources Time & Labor Learning Management ilearning Order Management Shipping Execution Configurator Advanced Pricing Quoting Field Sales TeleSales istore Proposals TeleService Mobile Field Service Service Contracts Install Base isupport Spares Management Depot Repair Territory Manager Advanced Scheduler Center Inbound Telephony Outbound Telephony Purchasing iprocurement isupplier Portal Advanced Supply Chain Planning Services Procurement Global Order Promising Inventory Work in Process Bills of Material Engineering Quality Cost Management WMS Mobile Supply Chain Apps Landed Cost Management ± Applications listed in italics are either in the process of being implemented or under consideration for future implementation Datacard Confidential 58

59 Business Process supported by Oracle Service Application Incoming Request from Direct Customer, Partners, Dealers, Distributors: Phone Support (Hardware and Software) Advanced Replacement using the SR charges form. Repair customer owned equipment using SR charges form. OnCall on site field service for Repair and Replacement Preventive Maintenance Bugs / Product issues: Engineering Action Requests (Software and Hardware) Manufacturing Action Requests High Impact Issues Internal Incident Tracking: Inquiry Action Request Finance Approvals Expedite items Datacard Confidential 59 59

60 Business Process Supported by EBS Services Customer SRs Create Service Request with Owner Create Task with Owner Create Escalation Task, if needed Debrief Order Management Interface Call Center Field Technician SOA Gateway isupport Call Center Field Technician SOA Gateway Manual Escalation L2 and L3 Swap Equipment Labor Parts usage / defective Expenses Billing T&M Advance replacement Ship repaired customer equipment Internal SRs Create Service Request with Owner Engineering and Manufacturing use related objects Service Request updated. Notes Reassigned Service Request Manual Datacard Confidential 60 60

61 EBS Integration Quote Order Management Installed Base Warranty & Ext Warranty/ Service Contract Service Requests/Tasks/UWQ Debrief Spares Management Mobile Field Service Wireless isupport Datacard 61 Confidential 61

62 Mobile Field Service Project Business Drivers Expansion on Financial Issuance solutions for large banks in US and UK Number of locations requiring field service increased exponentially. Prompt response time required The launch of a First Line Supply Management service program that required: Level 1 field technicians Average of 7 locations daily per field technician Accurate and timely data from field technicians in EMEA and Asia-Pacific areas. Use of the service request form was not adopted successfully by the field due to time required to start laptop and launch Oracle forms on-site. Backlog of SR manual entry by the office administrator. Datacard Confidential 62 62

63 Oracle Mobile Application and Mobile Device Selection Oracle Mobile Field Service Wireless Integration with already implemented Oracle solution Simple and quick implementation. Ability to meet the deadline negotiated with our key customer Required functionality is ready available Other modules Considered Wireless Multi-Platform Wireless Laptop store and forward Samsung Note 3 Global availability allows standardization Stylus included for signatures Large 5 inch screen for easy typing Dual functionality as a phone and tablet Single mobile data plan required Position for Android apps in the future Other Devices Considered ipad Mini paired with an iphone Microsoft Surface Datacard Confidential 63 63

64 Mobile Field Service Deployment Started with a small pilot in the United Kingdom where we had the most problems with service request visibility. Immediate success in the pilot lead to a quick rollout in the United States followed by the rest of the world. January 2014 February 2014 August 2014 TBD United Kingdom (15) United States (140) France (15) Mexico (20) Japan (30) Spain (5) Germany (3) Datacard Confidential 64 64

65 Benefits of Oracle Mobile Wireless Successful roll-out of the First Line Supply Management service to the first bank in the U.S.A Additional banks in the U.S.A are being rolled out under this program. Ability to capture the customer s signature. Ability to task report to the customer from the mobile device on site. Service requests tasks are updated timely. Labor and Material is reported promptly via debrief Employee utilization and trunk sub-inventory accuracy. EMEA Technicians are updating tasks and debriefs. Enforce existing standard processes Excellent receptivity towards the application in the field. There is push from our subsidiaries to enable the functionality sooner. Datacard Confidential 65 65

66 MFS Wireless Usage Datacard Confidential 66 66

67 MFS Wireless use since January K SRs to-date 5,200 updated todate via MFS wireless 14K SRs monthly Datacard Confidential 67

68 MFS Wireless what is next? Description Continue the roll-out around the world Ability for technician self-assign open tasks owned by their groups or non-started tasks assigned to other technician. Allow user to select Task Owner when creating a follow-up task Implement Spares Management functionality within MFS wireless Implement MFS Multiplatform for technicians on areas without coverage Automate billing for time & materials tasks Status In progress Enhancement Enhancement Not Started Not Started Not Started Datacard Confidential 68

69 THANK YOU Datacard Confidential 69

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