Presentation of Peter Broughton of Oracle at the Who? When? Where? conference, 19.11.2014, Warsaw, Poland.

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Keeping the Customer Satisfied
Delivering a Better Experience with Oracle Real-Time Scheduler
Peter Broughton
Director, Workforce Scheduling Solutions
November 19, 2014
Oracle Confidential

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Enabling companies to
Optimize Deployment
of their
Skilled Mobile Resources with enhanced
Control and Visibility
of these assets
Oracle Real-Time Scheduler
Equipment
Jobs
Vehicles
Shifts
Staff
Locations

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Supported Workflow
Analyze
Call Closure
Workforce
Management
Call Initiation
Predict
Optimize
Dispatch
Execute

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•Browser based Dispatcher interface
•Modern usability paradigm - Context driven KPI’s, Color classified Activity status, and alerts hierarchies
•Geographic Map View
•Exception based Dispatching
Enabling Best in Class Mobile Scheduling Processes
Resource Planning and Scheduling (RPS)
Common Dispatching Functionality (CDF)
Mobile Communication Platform (MCP)
•Comprehensive Resource Setup (Resources, Vehicles, Crews, Shifts, POU’s)
•Optimal schedules based on notional cost (overtime, proximity, service area, service levels, other cost goals)
•Internal and Contractor Resources
•Best practice workflows for field resources using a wide variety of mobile devices
•Secure asynchronous communication
•Store and forward for disconnected completions when necessary

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Implemented in all continents – improving customer service in a wide range of industries
20%
Average return in operation costs using advanced Real- Time scheduling
+O
Leverages Oracle technology stack and integrates to other Oracle or third party applications
Increases customer satisfaction and visibility in the dispatching process
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Oracle Confidential

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Capabilities Cover
Insurance
Banking
Cash Management
Home Delivery
Parcels
Waste Management
High Tech
Medical Devices
Capital Equipment
Facilities Management
Public Housing
Asset Management
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Historical Position
Historically WFM Focused on Efficiency
•Doing as much work as possible
•Using the minimum number of resources
•Minimising travel time and distance
•Automating processes

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New Paradigm Delivers Customer Centric Service

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“Organizations that are able to meet at least 80% of their customer requirements for service issue completion are able to retain, on average, 12% more customers”
–Aberdeen Group, 2013

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“Retained customers make up a significant component of revenue streams. This can account as much as 80% of the total service revenue”
–Aberdeen Group, 2013

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Retail Home Delivery
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“Consumers view reliable delivery and suitable delivery slots as the two most critical decision criteria for choosing which retailer to buy from…”

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Oracle Confidential – Internal
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Wouldn’t It Be Great If You Could …
Home
Delivery
Value
•Enhance customer choice
•Offer wide range of convenient appointment slots
•Offer new, differential service experiences to your customers
•Scale to your multichannel business growth
•Ensure positive ROI
•Defer Investment
•Ensure on-time delivery
•Maximize customer retention
•Match performance with seasonal peaks
•Drive optimal van utilization
•Eliminate overtime
•Reduce distance driven
Enrich Customer Experiences
Maximize Financial Performance
Build Your Brand
Optimize Delivery Operations

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Field Service
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“The real challenge comes in balancing customer-centricity with operational excellence to ensure that customer needs are met without breaking the bank”
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Wouldn’t It Be Great If You Could …
Field Service Value
•Accurate & complete data recording
•Procedural guidance
•Timely completion of planned maintenance
•Compliance of workforce
•Improve SLA adherence
•Ensure promised appointment
•Increase first-time fix rates
•Real-Time visibility of field workers
•Best practice guidance
•Field communications & alerts
•Checklists & documentation
•Predict failure
•Minimise unnecessary field work
•Maximise productivity in the field
•Manage internal & contract staff
Stay Compliant
Enhance Customer Experience
Maintain Duty of Care
Optimise Service Operations

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“Use Service Performance Data to evaluate and improve effectiveness”
… and Continue to Improve

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Putting Customer Needs First
Customer Centric Scheduling
Right Person
Nearest Person
Under Qualified
Over
Qualified
Convenient
Time
Cheapest
Time
“Only 11% of best-in-class prioritize internal efficiency goals” Aberdeen 2013

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50%
90%
28%
50% 17%
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Delivering Quantifiable Benefits
Reduce Return Visits
Increase in jobs per day
Arrivals within contract
On-Time Appointments
Increase
Productivity
Improve
Customer
Service
Increase
SLA
Compliance
Automate
Work
Assignment
Service Performance Improvement

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Oracle Value Proposition
Increase Operating Margins
Enhance the Customer Experience
Optimise Field Service Operations
Deliver Actionable Intelligence
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Questions & Answers