CON7745 Deployment of Oracle E-Business Suite Service and Field Service Products at NCR

Transcription

1 Presented with CON7745 Deployment of Oracle E-Business Suite Service and Field Service Products at NCR Srinivas Ramakuri Director, EBS Field Service Product Management Oracle USA Martin Kawecki Director, IT NCR Corporation, USA Sep-Oct 2014 San Francisco, USA

2 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. 2

3 Program Agenda EBS Field Service Overview Product Update Product Roadmap Introduction to NCR Q & A 3

5 Drive Down Costs While Elevating Customer Service Levels Comprehensive Customer and Field Service Solution Self Service Escalation Integration Assisted Service Escalation Integration Onsite Service EBS Comprehensive Customer Service Solution isupport 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, MDM, Calendars, Territories, Workflow Integrations: HR, Financials, Order Management, Inventory, WMS, Logistics

6 EBS Service Release History EBS 11i EBS May Dec Aug Jan May / / Sep Dec Aug 2014 Shorter and Quicker Releases Smaller releases make it easier to upgrade , , , , , , , Leveraging expertise of global service organizations as development Partners: NCR, Sun/Oracle, Wincor Nixdorf, Telefonica, Huawei, GE Appliances, GE Oil & Gas,Toshiba, ABSciex, Overhead Door, Teradata

7 Program Agenda EBS Field Service Overview Product Update (R R12.2.4) Product Roadmap Introduction to NCR Q & A 7

8 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 Push Notifications 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 MFS 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 8

9 Scheduler, Dispatch Center & Spares Management: Continued Evolution 9

10 Scheduler, Dispatch Center & Spares Management: Continued Evolution 10

11 Enhanced Dispatch Center Plan Board View

12 Enhanced Dispatch Center Task List View

13 Enhanced Dispatch Center Gantt View

14 Enhanced Dispatch Center Map View Integrated Google Maps Native Oracle Map View

15 Dispatch Center Technician Calendar & Trips Management Dispatchers can create/replace trips as and when needed Pick and choose Technicians Automatically uptake latest calendar updates Select a different calendar (need not be primary) Mass unschedule Tasks (including Assigned/Committed tasks) No need to navigate to other setup UIs Ability to select Specific Trip Start Time Specific the Trip Start Address/Location

16 Resource Calendar & Trips Holidays & Exceptions Management

17 Advanced scheduler Site Dedicated Technicians Allow Technicians to be associated to customer locations Flag existing customer location as Default Trip start location for Technicians Generate Trips for Technicians with their start location same as the address of the customer location Criteria of Technician visiting the same site Cost Parameter is enhanced to consider Departure and Arrival Tasks (similar to other Customer Tasks in cost calculations) i.e. consider Departure (or Arrival) Task as the Task already exist in the trip With this change, Scheduler prefers Site Dedicated Technicians (option will be cheaper) compared to other eligible Technicians 18

18 Advanced Scheduler Enhanced Customer Confirmation Process Dispatchers are allowed to Reschedule, Unschedule and Cancel Tasks for which Customer Confirmation has already been recorded. Task is reset to confirmation Required Dispatchers can follow the confirmation process Scheduling options are enabled for a Task with Customer Confirmation set to Received Unschedule Task Reschedule Selected Task Reschedule Starting at Selected Task Cancel Selected Task Cancel Starting at Selected Task

19 Advanced Scheduler Work Load Balancing Some Service Providers want all Technicians to get some work, even though the their trips are NOT optimal Scheduler is enhanced to balance workload Enforces Task constraints Provides configurable Scheduler Rules for load balancing Cost based work load balancing New Cost Parameter Statistics based load balancing Enhanced Scheduler and Optimizer logic 20

20 Advanced Scheduler Web Services Standards based XML Leverages Integrated SOA Gateway infrastructure and Service Beans Automatic enforcement of all XML based Scheduler Rules Leverages all the capabilities of scheduler Engine Ability to run scheduler as a standalone module Supported Web Services Search Options Schedule Option Search And Schedule Batch Schedule Batch Schedule based on Task Query Cancel Task Unschedule Task Reschedule Task Background Status Monitor Web Services are secured: E-Business Suite Integrated SOA Gateway supports Username Token-based WS-Security 21

21 Advanced Scheduler Web Services Right-Now integration (Service Cloud offering) Option to run Advanced Scheduler as a scheduling engine Easy to integrate with any call creation and scheduling technologies Service Cloud Mobile Field Service Advanced Scheduler 22

22 Advanced Scheduler NAVTEQ ODF Data Format in Scheduler Navteq (HERE.com) has been providing the Spatial Data Sets in a format called - Oracle Advanced Scheduler (OAS) format, is very specific to Oracle Field Service & Advanced Scheduler Now, Scheduler up-took Navteq s generic data format called Oracle Delivery format (ODF) Relational Format which is consumed by many products like Oracle Spatial. Now, uptaken by Scheduler Benefit for customers is frequent data updates, as and when necessary ODF is certified to work with Field Service Location Finder and Oracle Advanced Scheduler (Street Level Routing) modules. 23

23 Spares Management Resource Addresses & Subinventories New HTML setup UI 24

24 Spares Management Third Party Ship-To Addresses Tasks with Part Orders are managed differently Technicians occasionally share drop points or locations Parts can now be shipped to third party locations Avoid creating multiple Part Orders for same customer Parts Requirement UI allows Third Party Ship-To Addresses Ship-To address LOV will list shared addresses of Technicians Subsequent Task Reassignment process handles part requirements with Third Party Ship-To addresses appropriately 25

25 Spares Management Intelligent Parts Search, Sourcing and Ordering Distance based search 26

26 Spares Management Distance based Searching and Sourcing While searching for Parts Source, the distance between the Destination (Ship to Address) and Source is displayed 27 27

27 Spares Management Intelligent Parts Search, Sourcing and Ordering Support for map display Display source warehouses on map 28

28 Spares Management Managing Parts Requirement and Orders Task With Part Requirement Scheduler- Spares integration sources and creates order Task is assigned to Technician Before the order is booked, Technician is now allowed to Change the Ship-To Address Method of Shipment Destination 29

29 Spares Management Parts Requirement Easier way to create multiple part requirement lines

30 Spares Management Receive Parts Waybill tracking

31 Spares Management Transaction History Waybill tracking

32 Scheduler - Spares Integration Standardized Reassignment process across all applications Scheduler handles all possible cases, when Tasks with Part Orders are rescheduled Reassignment process standardized across all applications Dispatch Center (by Schedule Task UI) Gantt (by Drag and Drop action) Service Request (by Manual update and Schedule Task UI) Admin and Third Party portals (Manual updates and Schedule Task UI) 37

33 Spares Management External Repair Execution: Enhanced support for Scrap and Adjustments 41

34 Spares Management External Repair Execution Ability to handle Zero-Picks, Canceling External Repair Order and Purchase Order 42

35 Service Projects Integration Service Costs for a Project WHAT Dispatch Project Tasks requiring field service execution HOW Associate SR and task to project tasks Display project tasks on scheduling & dispatch Update project info on task execution and debrief Transfer project related costs to Project Costing BENEFITS More complete view of project costs executed via service flows

36 Service Projects Integration Dispatching Technician for Project (Field Service) Task 44

37 Field Service Operations Challenges and Issues faced by Field Service Manager SLA Compliance Customer Satisfaction Technician Performance Spare Parts Planning and Logistics 45

38 Endeca Extension for Oracle Field Service Components Search Guided Navigation Metrics Bar Tag Cloud Bookmark Export to Excel Search Global Data String Search Wild Card Match Multi-Select Data Refresh Full Load Incremental Load Schedule data loads and refresh cycles Tasks / Technicians Parts Administration Work in Progress Started On-Time Finished On-Time First-Time-Fix Rate Parts/Skills Required Customer Confirmation After Hours / Access Hours Tasks per Technician Travel Time Variance Effort Variance Orders Back Orders Warehouses Availability by Region/Country Parts Usage DOA Parts Unused Parts Alerts Task Status by Technician Interactive re-scheduling Parts search and Ordering Debrief Review Exception Handling 46

39 Endeca Extension for Field Service Task Summary Dashboard 47

40 Endeca Extension for Field Service One search box to search all the attributes New Metrics Range Filters for additional filtering Interactive Tag Cloud New Tabbed Containers New Task Attributes for enhanced Guided Navigation Actionable Drill- Down Navigation to Transactional UIs Search Result using charts Interactive chart components for further drill-down Enhanced Results Table 48

41 Endeca Extension for Field Service Metrics Task Metrics: Number of Tasks Work in Progress Started on Time Finished on Time First Time Fix Tasks per Technician Median schedule Time Rescheduled Tasks Rejected Tasks Task Constraints Metrics: Parts Required Skills Required Customer Confirmation After Hours Instructions Access Hours Enforced 49

42 Guided Navigation 50

43 Endeca Extension for Field Service Parts Summary Dashboard 51

44 Endeca Extension for Field Service Field Service Administrator Dashboard Portal 52

45 Endeca Extension for Field Service Field Service Administrator Dashboard Portal 53

46 Program Agenda EBS Field Service Overview Product Update (Next 12 Months) Product Roadmap Introduction to NCR Q & A 54

48 Spares Management ADF Technology based HTML Planners Dashboard Dashboard View 56

49 Spares Management ADF Technology based HTML Planners Dashboard Detached Planning Nodes 57

50 Spares Management ADF Technology based HTML Planners Dashboard Manage Forecast Rules Manage Excess Rules Manage Recommendation Rules 58

51 HTML Dispatch Center Based on ADF Technology Task Details View 59

52 HTML Dispatch Center Based on ADF Technology Gantt View 60

53 HTML Dispatch Center Based on ADF Technology Plan Board View 61

54 HTML Dispatch Center Based on ADF Technology Map View 62

55 HTML Dispatch Center Based on ADF Technology Technician Trip View 63

56 HTML Dispatch Center Based on ADF Technology Map with Trip & Driving Directions 64

57 HTML Dispatch Center Based on ADF Technology Resource Location on Map Resource Information 65

58 HTML Scheduler Based on ADF Technology 66

59 Program Agenda EBS Field Service Overview Product Update Product Roadmap (Short Term- Next 12 Months) Introduction to NCR Q & A 67

60 Dispatch Center Enhancements Gantt, Plan Board and Task Grid Enhancements Visibility to Escalation Details and Task Priority (Gantt Task Bar, Tool Tip) Task Effort adjustments triggering reschedule of subsequent Tasks Visual indicator for follow-up Tasks Visual indicator for Tasks with back-ordered parts Configurable right-click menus Drill down into Service Request and Task Audit records Ability to capture Quick Notes Enhance Advanced Find UI (support for multiple search attributes/values) Task List statistics (Number of Tasks by status) Capture reasons for blocking trips Show/Hide Technicians 68

61 Dispatch Center Enhancements Support for Same-site Tasks Visual indicators in Dispatch Center Expand the logic to enforce same site cost parameter to look at all open Tasks Efficient resource utilization Handle complex scenarios Optimized Routes Enhanced customer satisfaction Complex Skills Requirements Support for different technician skill sets for Regular and On Call (Stand By) shifts Scheduler UI Ability to manually override Technician availability in the Scheduler UI 69

62 Scheduler Enhancements Scheduling Critical Customer Tasks Capture Critical Customer Rank on the Task Use Critical Customer Rank while calculating Critical Customer Cost Scheduler Rules Enhancements Cost Parameters at Responsibility level Cap Technician travel: Maximum Travel Time and Travel Distance limits Scheduler and Optimizer Engines Enhanced logging capabilities for subsequent audit 70

63 Program Agenda EBS Field Service Overview Product Update Product Roadmap (Long Term) Introduction to NCR Q & A 71

65 Long Term Roadmap Supplier Warranties Spares Management Advanced Scheduler Supplier Warranty Management Warranty Definition (supplier and item/product based) Warranty Instantiation (upon procurement/receipt) Warranty Entitlements check (can happen several times) Service Request & Task Creation Dispatch Center Return Routing at FS Warehouse Warranty Recovery Operations File Warranty Claims with Suppliers and get Approvals Returning Defective Parts under Warranty to Supplier Receive Replacement Parts and Financial Credits from Supplier Leverage Depot/CMRO solution (EAM needs Warranty too) TAMS, Emerson, Danaher, GE (2012 Service CAB)

66 Long Term Roadmap Supplier Warranties Spares Management Advanced Scheduler Spares Management External Repair Execution Provide drill-down capability (PO Requisition/PO, WIP, Sub-Inventory) Positive Adjustments Manual creation of ERE Orders (ERE UI and Planners Desktop) Public API for creation of ERE Orders (CAB) External Repair Vendor Portal (Receipts, Scrap, Adjustments, Shipments) Create ERE Order Field Change Orders (FCO) FCO workbench Auto create FCO SRs/Tasks Support Passive and Active FCOs Integration with Debrief to update FCO status Charge backs to Engineering/Manufacturing

67 Long Term Roadmap Supplier Warranties Spares Management Advanced Scheduler Third Party Scheduling and Management Third Party Self Service Capacity Management Enhance Third Party Admin Portal to support Self Service Capacity (# of Tasks, Hours, etc) Maintenance Third Party Calendar Management (to support current 3P solution) Third Party Capacity based Scheduling Third Party Scheduling based on Capacity Third Party Work Load Balancing Advanced GPS Integration and Support Route Tracing (Scheduled Vs. Traveled) Automated Task Status Changes (Geo Fencing) Proactive Task Management (Alerts and Warnings) Defaulting Debrief lines for Travel and Labor Incorporate GPS Location for Emergency Task Scheduling

68 Long Term Roadmap Supplier Warranties Spares Management Advanced Scheduler Advanced Scheduler Advanced Skills Customer/Site Skills (Eg: Security Clearance) Automatically adjust Task effort based on Tech Skill Level (e.g. lengthen task effort when assign to novice technician) Tech Skills by Time of Day/Shift Type (e.g. tech has more skills on stand by shift) Advanced Customer Access Hours Considering Access Hours in SLA calculations Enhanced Definition of Access Hours Constraints Access Hours by SR Type/Task Type Access Hours by IB Instance or Item Specific Day of the Week & Week of the month

69 Long Term Roadmap Supplier Warranties Spares Management Advanced Scheduler Advanced Scheduler Team/Crew scheduling Scheduling Tasks to Teams or multiple resources Dynamic Teams based on constraints (Two-way and Three-way scheduling) Advanced Travel Calculations Utilize traffic patterns provided by spatial data providers during scheduling and optimization Utilize real-time traffic feeds during scheduling and optimization Scheduling with Public Transportation option Task Dependencies Scheduling and Optimizing of Tasks with Dependencies

71 Implementation 13,000+ Users Long time EBS Supply Chain, Financials and Service Contracts user Replacing very sophisticated legacy service applications and Service Power with entire EBS Service Suite R globally SR/Task Creation and Scheduling SR/Task creation (Machine-to-Machine) and Call Centers Advanced Scheduler for Task Scheduling: SLA, Skills, Parts and Travel constraints Technician Facing applications Android OS smart Phones, Automatic Synchronization Field Service Debrief Centralized Dispatching and Monitoring Call Center / support Center in Belgrade, Serbia Multi-lingual support for dispatching and monitoring functions 79

72 Oracle s Design Partner ( , R12.1.2, R12.2.4) Driven major product enhancements in Service, Field Service, Advanced Scheduler and Spares Management areas Deployed EBS Service/Field Service Live in Europe and AsiaPac Piloting in US Will deploy in North America in 2015 Martin Kawecki Director, IT Global Service Deployment 80

73 NCR OPEN WORLD PRESENTATION Oct 02, 2014 Martin Kawecki, Duluth GA NCR Confidential

74 Agenda NCR Services Overview EBS Deployment Why EBS Field Service EBS Modules deployed Technology enablement overview NCR Deployment Timeline Results Achieved Success Factors Oracle Partnership/Key Enhancements NCR Customizations/Extensions 12 Month Roadmap NCR Architecture NCR Confidential

75 NCR Services Overview NCR Knowledge 125 Years of Business Experience 40 Years as the Global Self-Service Leader 24 Terabytes Services Data Warehouse Service Incident Management in 25 Languages NCR Logistics NCR Actions 12,000+ Active Service Customers 26 Million Service Actions Annually 8 Million Service Dispatches Annually Managing 30,000 ATMs 200,000 Retail Devices 100,000 Network Devices 235,000 EPOS Devices $ 200B Hosted Transaction Value NCR Coverage 78,000+ Repair Parts SKU s Managed 712 Field Parts Stocking Locations 4 Depot Repair Centers 3 Central Parts Logistic Centers 22 Million Inventory transactions annually ISO 9002 Certified Parts Logistics 13,000+ NCR Services People 3,000+ Locations 110 Countries - NCR Direct 90 Countries - Distributors and Service Partners ISO 27001, SAS 70 Certified Hosting Services NCR Confidential

76 NCR Services Overview Retail 17 of Top 20 Retailers #1 Support Services Source : Gartner Group 1,100 Products from 200 Manufacturers Trained Service Personnel Single Point of Vendor Management Financial 19 of Top 20 Banks #7 Support Services Source : Gartner Group Travel 5 of Top 6 Airlines #1 Support Services Telecom 8 of Top 10 Telcos #1 Support Services Entertainment Healthcare Gaming NCR Confidential

77 NCR Confidential EBS Deployment

78 Why are we deploying Oracle EBS Services Enabler to Intelligent Dispatching Know Before you go Auto Scheduler Drives down travel costs utilizing better auto scheduling Skills and Schedules drives better first visit resolution Predictive Scheduling Remotely resolving incidents utilizing NCR s predictive rules engine Part recommendation tied to auto scheduling Better dispatching of service requests to customer engineers, thought Global views Global Process Consistency Go Without Knowing Ordering and receiving parts Closure of service requests using global standard codes Receiving requests and providing updates to customers electronically B2B Responding to customer requests and escalations Proactive monitoring and notification of service request events Replacement of Legacy Systems Customer Experience Consistent operational efficiencies of the back-end processes Reduce complexity and improve uptime Data Quality and Revenue Assurance Customer Experience Processing of charges and T&M billing Performing entitlement verification for customers Improve accuracy of data NCR Confidential

79 Oracle EBS Modules Deployed The NCR Services Oracle E-Business Suite modules used are as follows: Modules from SLS-Logistics General Ledger Accounts Receivable Accounts Payable Fixed Assets Order Management Inventory Bill Of Materials Work In Progress supplier Purchasing Sourcing Modules from ERP Advanced Pricing Installed Base Contracts for Service TCA (Customer) Modules for Services Field Service Advanced Scheduler TeleService CTI Scripting Spares Management TCA (Customer) ebtax Depot Repair Center NCR Confidential

80 Technology Enablers End to End Incident Management Process Incident Receipt Call Receipt Entitlement Verification Entitlement Verification Problem Analysis for Problem Resolution Analysis & Resolution Service Coordination and Service Dispatch Coordination & Dispatch Escalation for Solution Escalation for Solution Service Verification and Call Service Closure Verification & Call Closure Revenue Assurance Revenue Assurance Time and Material Audit / Billing Time & Material Audit/Billing Contract Administration Contract Administration CCA/CGM CCA/CGM Oracle EBS TBD SC SC SC Oracle EBS RRS/ TSS Oracle EBS Oracle Inquira NCR Precision Analytics Oracle EBS ServLogistics RRS/ TSS SE RRS/ TSS EA DA SE, TSS, or Knowledge Author T&M CA LC Oracle Inquira FSM CE CE CE CE Oracle EBS, Oracle Inquira, NCR FS Moblity SCA Oracle EBS NCR Confidential

81 NCR Deployment timeline Switzerland 2.0 Asia Wave 1 Australia N. Zealand Singapore Philippines Asia Wave 2 Japan Korea Thailand Asia Wave 3 China Hong Kong Taiwan Malaysia Europe Wave 1 Europe Wave 1 (5 countries) Germany Austria France Spain Belgium US US Canada UK and India Europe Wave 2 Europe Wave 3 Russia Poland Turkey Europe Wave 2 (3 Countries) Europe Wave 3 (4 Countries) CLA Wave 1 CLA Wave 2 MEA NCR Confidential CLA Wave India 1 (3 countries) MEA CLA Wave 2 (3 countries)

82 Benefits Achieved Travel reduce/cost, global average reduction of 10 minutes First visit resolution, 2 point improvement Improved Service coordinator productivity Full contracts visibility, including access hours Automated scheduling One stop shop UI ( Dispatch Center ) Global Process enforcement Revenue Leakage improvements Data quality improvements Entitlement score improved 30% Customer accuracy improved 15% Reduction in defective on hand parts inventory Improved system uptime and reduction of IT costs 72 Legacy systems retired 48 Legacy servers retired 300 interfaces retired NCR Confidential

83 Deployment Success Factors Guiding principles No Operational or customer performance impacts Governance model Track ( Business Process ) Country/Call Center/COE Operating Steering CRP and Gapping Change Management Change Agent network Communications strategy Train, Train and Train again Post implementation reviews / survey Exit Plan Customize as little as possible NCR Confidential

84 Oracle Partnership/Key Enhancements Release included 110 Enhancements including; Advanced Scheduler Costs parameters GPS Integration Mobile Field service Dispatch Center Usability Mapping enhancements Spares Management Technician Portal Usability Teleservice usability Advanced scheduler flexible configuration Same Site Processing Dispatch Center Usability Advanced skills management Active CAB Member Warranty Collections Charges Debrief NCR Confidential

85 NCR Key Customizations/Extensions Field Service Mobility Application Integration into our predictive engine Sub contractor Portal Sub contractor scheduling Resource management Dashboards Real Time Analytics Escalations/Notification Engine Revenue Assurance Workflow Same Site Call Stacking and reporting Custom SLA ( Respond / Resolve ) processing NCR Confidential

86 NCR 12 month EBS Roadmap Continue country deployments Depot Repair Better Coverage for Serialized Genealogy HTML Dispatch Center Scheduler Load Balancing Inquira Integration Upgrade Assessment 12C Database upgrade NCR Confidential

87 NCR Confidential Architecture

88 Oracle EBS Multi Instance Deployment Reduces the impact of an Unplanned Outage to limited Countries. Allows us to schedule a planned maintenance windows that can occur during a time with the least impact to the business. NCR Confidential

89 SuperCluster VS. IBM P780 Performance testing 23 Key NCR System processes under test (4) Logistics (13) Incident Creation (5) Incident Management (1) Remote Support 1000, 2000, 3000 user test load (active/concurrent users) Random think time factored into each script (5-15 secs) Ramp up is 1 user per second Benchmark data collected once peak user load achieved (Filters applied) NCR Benchmark IBM Avg (1000) IBM Avg (1000) IBM Avg (1000) IBM Avg (3000) Oracle Avg (1000) Oracle Avg (3000) 70% failure rate Remote Support (AVG) Logistics (AVG) Incident Management (AVG) Incident Creation (AVG) NCR Confidential