Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E- Business

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

Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E-Business SuiteDavinder MadanGroup Product ManagerOracle Mobile Field Service

Brenda Scott-FongSenior DirectorPractice Management Office, Systems Innovation & Technology

Scott OttoesSenior DirectorCustomer Support Technologies

October 02, 2014


Safe Harbor StatementThe 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.

Oracle Confidential – Internal/Restricted/Highly Restricted 3


Agenda

EBS Mobile Field Service Solutions

Mobile Field Service Evolution

Mobile Roadmap

Oracle Hardware Business Case Study

1

2

3

4

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 5




Laptop

ConnectedOffline

Mobile Devices (Smartphone, Tablets)

Field Service Email Interface

Mobile Field Service S&F

Laptop (Windows)

Multiplatform (iOS, Android)

Field Service Portals

Field Service Wireless

Solutions Matrix



• Web based, device agnostic solution• Supports multiple form factors (Laptops, Smartphones, Tablets)• Enables technicians to capture task, customer, and product details• Access to Knowledge Base and inventory levels Laptop

ConnectedOffline

Mobile Devices(Smart Phones, tablets)

Field Service Email

Interface


Laptop




Field Service Portal and Wireless (Connected)



• Native mobile application• Supports windows 7 and 8 platform• Leverages Olite Db for data synchronization • Access to customer, product, and task information regardless of network

connectivity Laptop

ConnectedOffline

Mobile Devices

Field Service Email

Interface


Laptop


Mobile Field Service Laptop (Offline)






• Device Agnostic solution using Email• Asynchronous solution• Leverages Mobile Query Framework• Execute Basic Field Service Functions

• Out of box 15 commands• Examples– My Tasks– Accept– Working– Addnote– Partsinfo

Laptop

ConnectedOffline

Field Service Email

Interface


Laptop


Field Service Email Interface



Mobile Devices (Smart Phones, tablets)



• Leverages HTML5 and Mobile Applications Framework (MAF)• Cross platform support (iOS and Android)• Synchronization using SQL Lite database• Provides offline access to customer, product and task information• Native device integration (Maps, Camera, Scanner)

Laptop

ConnectedOffline

Field Service Email

Interface


Laptop


Mobile Field Service Multi Platform (Offline)





Mobile Field Service Evolution

New Features since Last Open World(Release 12.1.3+ and 12.2.4)


Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4

• Enhanced Task Details UI• Receive Parts from Parts Tab• Signature Capability• Field Service Report• Print/Email Report• Personal Tasks• Multiple Parts Debrief Support• Schedule Unassigned Tasks using

Administrator Dashboard

• Enhanced Navigation Flow• Signature Capability• Field Service Report• Print/Email Report• Personal Tasks• Wireless Administrator Dashboard

Field Service Portals Field Service Wireless


Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4: Field Service Report


Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4: Receive Parts


Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4: Field Service Wireless


Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4

• Usability Improvements• Signature Capability• Field Service Report• Print Report

• Attachments• Follow Up Task• Signature Capability• Field Service Report• Print/Email Report• Personal Tasks• Automatic Synchronization*• Client push

Mobile Field Service Laptop (S&F) Multi Platform


Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4 :Multi Platform


Mobile Field Service Roadmap



• Leverage New Features in Oracle Application Framework Technology• New color scheme and fonts

• Context-sensitive descriptive flexfields in table row

• Smooth vertical scrolling and column freeze

• Support for auto-resize of pop up based on content




• Usability Enhancements• Springboard layout

• New color scheme and fonts

• Few clicks to launch Actions menu

• Support for Unassigned Tasks• Schedule task




• Push Notifications/Alerts• Tablet /Laptop Support• Personalization Framework• Create New Service Request• View Contract Details• Transfer Parts

Multi Platform



• Oracle Time and Labor Integration• Social Network Integration• Estimates, Invoices and Payment• Provide estimates on site

• Generate charges and invoices (with tax)

• Collect and Process Payments

All Mobile Solutions (Portals, Wireless and Multi Platform)


Mobile Field Service

Brenda Scott-FongSenior DirectorPractice Management Office, Systems Innovation & Technology

Scott OttoesSenior DirectorCustomer Support Technologies

October 02, 2014


Agenda

Introductions and Field Profile

Field Preparation

Testing & Global Deployment

Next steps

1

2

3

4


Integration TeamCustomer Services Technology

CustomerService

Technology

OracleApplication

Labs

Product Development

Practice Management

• Own the systems and tools used by Customer Service• Evaluate and signoff on application solutions•Manage Business Testing and Approval (UAT)• Training and Initial User Support• Enhancement Definitions and Prioritization


Integration TeamPractice Management

CustomerService

Technology

OracleApplication

Labs

Product Development

Practice Management

• Develop best practices for hardware service delivery• Standardize, simplify and automate processes• Request for system enhancements to automate processes• Increase productivity – eliminate waste

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 27

Field Engineer Profile

~1600 global field engineers in Global Systems Support 103 Field Manager territories

transitioned to MFS

No travel required for training, all system based

field engineers that completed the required training98%


Business Requirements : Why MFS?

Support Android Mobile Devices

Usability

• Quick Data Access

• Bar code scanner

Offline / Real-Time Capabilities Performance×


Mobile Field ServiceField Preparation


Mobile Field ServicePreparing the field engineers. . .

• Procuring Mobile Devices–Managing global differences– Availability of service provider– Determining minimum specifications

• Preparing for Change– Changing the workforce’s mindset– Communicating and sponsorship


Mobile Field ServicePreparing the field engineers

• Developing a Training Plan–Online or classroom training– High-level or detailed training– Accessibility of training

• Establishing Support & Feedback– Regular review sessions– Super users around globe


Deployment StrategyWeek 1 2 3 4 5 6 7 8 9 10 11 12 13 14

TrainingGroup

1Group

2Group

3Group

4Group

5Group

6Group

7Group

8Group

9Group

10Group

11Group

12

SandboxGroup

1Group

2Group

3Group

4Group

5Group

6Group

7Group

8Group

9Group

10Group

11Group

12

ProductionGroup

1Group

2Group

3Group

4Group

5Group

6Group

7Group

8Group

9Group

10Group

11Group

12

• ~ 1600 FEs divided into 12 groups• Each group had teams from EMEA, JAPAC, NAMER and LAD• Each region had a supporting set of super users that participated in UAT and

Pilot


Mobile Field ServiceTesting and Global Deployment


Engagement Model

PD

IT/ CST

Support Users and Field Practice Team

End Users

Info

Feedback


Testing Strategy• Product Testing • User Acceptance Testing• Production Pilot– 92 Field Service Engineers– Daily check in calls with testers– Prioritization of issues and

enhancements–Weekly sync up meetings with product

development

ProductionPilot

Production

Pilot


Mobile Field Service – New ApplicationGlobal Deployment

• Oracle FEs first users of MFS– User Acceptance Testing/Pilot –Opportunity to influence development– Regional feedback in early release

• Global rollout completed Jan 2014– 12 week rollout with ~1,600 FEs– Collaboration across LOBs–Online training anytime, anywhere– Tool navigation tips in Desk Manual

RequirementAnalysis

EnhancementSubmission

Development

User Acceptance

Testing

Pilot

Deployment


Mobile Field ServiceFeatures at Initial Release

• Easy access functions (via home screen)• Task list / Task details• Notes – Add, View & Edit• Debrief – Travel, Labor, Material• Parts – Sourcing, Ordering & Receipt• Offline capabilities• Manual sync• Trunk stock (Barcode scanning)• Map & driving directions (Google Maps)


Mobile Field ServiceNext Steps


Roadmap

FSTP

WFS

MQF

MFS.11

Wiki

MFS

One App to Rule Them All


Mobile Field ServiceField Services 2.0

Auto Sync Total Offline Support Click To Chat

Usability Improvement

s

Performance Improvement

s

Integration to Knowledge

Base

Tablet Support


Mobile Field ServiceProcess Roadmap

• Robust process for innovation and idea tracking• Identify opportunities and ROI for

each enhancement• Priority on enhancements that

transform our business• Focus on innovation

Documents

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E- Business