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Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E-Business Suite

Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E-Business Suite. Davinder Madan Group Product Manager Oracle Mobile Field Service Brenda Scott-Fong Senior Director Practice Management Office, Systems Innovation & Technology Scott Ottoes Senior Director

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Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E-Business Suite

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  1. Con7742:Oracle Mobile Field Service Smartphone Deployment at Oracle with E-Business Suite Davinder Madan Group Product Manager Oracle Mobile Field Service Brenda Scott-Fong Senior Director Practice Management Office, Systems Innovation & Technology Scott Ottoes Senior Director Customer Support Technologies October 02, 2014

  2. 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

  4. EBS Mobile Field Service Solutions Oracle Confidential – Internal/Restricted/Highly Restricted

  5. EBS Mobile Field Service Solutions Solutions Matrix Laptop Mobile Field Service S&F Laptop (Windows) Field Service Portals Field Service Email Interface Field Service Wireless Connected Offline Multiplatform (iOS, Android) Mobile Devices (Smartphone, Tablets) Oracle Confidential – Internal/Restricted/Highly Restricted

  6. EBS Mobile Field Service Solutions Field Service Portal and Wireless (Connected) • 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 Mobile Field Service S&F Laptop Field Service Email Interface Field Service Portals Field Service Wireless Connected Offline Multiplatform (iOS, Android) Mobile Devices (Smart Phones, tablets) Oracle Confidential – Internal/Restricted/Highly Restricted

  7. EBS Mobile Field Service Solutions Mobile Field Service Laptop (Offline) • 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 Mobile Field Service S&F Laptop Field Service Email Interface Field Service Portals Field Service Wireless Connected Offline Multiplatform (iOS, Android) Mobile Devices Mobile Devices (Smart Phones, tablets) Oracle Confidential – Internal/Restricted/Highly Restricted

  8. EBS Mobile Field Service Solutions Field Service Email Interface Laptop • 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 Mobile Field Service S&F Laptop Field Service Email Interface Connected Offline Field Service Portals Multiplatform (iOS, Android) Field Service Wireless Mobile Devices (Smart Phones, tablets) Oracle Confidential – Internal/Restricted/Highly Restricted

  9. EBS Mobile Field Service Solutions Mobile Field Service Multi Platform (Offline) • 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 Mobile Field Service S&F Laptop Field Service Email Interface Field Service Portals Field Service Wireless Connected Offline Multiplatform (iOS, Android) Mobile Devices (Smart Phones, tablets) Oracle Confidential – Internal/Restricted/Highly Restricted

  10. Mobile Field Service EvolutionNew Features since Last Open World(Release 12.1.3+ and 12.2.4) Oracle Confidential – Internal/Restricted/Highly Restricted

  11. 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 Oracle Confidential – Internal/Restricted/Highly Restricted

  12. Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4: Field Service Report Oracle Confidential – Internal/Restricted/Highly Restricted

  13. Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4: Receive Parts Oracle Confidential – Internal/Restricted/Highly Restricted

  14. Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4: Field Service Wireless Oracle Confidential – Internal/Restricted/Highly Restricted

  15. 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 Oracle Confidential – Internal/Restricted/Highly Restricted

  16. Mobile Field Service EvolutionRelease 12.1.3+ and 12.2.4 :Multi Platform Oracle Confidential – Internal/Restricted/Highly Restricted

  17. Mobile Field Service Roadmap Oracle Confidential – Internal/Restricted/Highly Restricted

  18. Mobile Field Service Roadmap Field Service Portals 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 Oracle Confidential – Internal/Restricted/Highly Restricted

  19. Mobile Field Service Roadmap Field Service Wireless Usability Enhancements Springboard layout New color scheme and fonts Few clicks to launch Actions menu Support for Unassigned Tasks Schedule task Oracle Confidential – Internal/Restricted/Highly Restricted

  20. Mobile Field Service Roadmap Multi Platform Push Notifications/Alerts Tablet /Laptop Support Personalization Framework Create New Service Request View Contract Details Transfer Parts Oracle Confidential – Internal/Restricted/Highly Restricted

  21. Mobile Field Service Roadmap All Mobile Solutions (Portals, Wireless and 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 Oracle Confidential – Internal/Restricted/Highly Restricted

  22. Mobile Field Service Brenda Scott-Fong Senior Director Practice Management Office, Systems Innovation & Technology Scott Ottoes Senior Director Customer Support Technologies October 02, 2014

  23. Agenda Introductions and Field Profile Field Preparation Testing & Global Deployment Next steps 1 2 3 4

  24. Integration Team Customer Services Technology Customer Service Technology Oracle Application Labs Practice Management Product Development • 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

  25. Integration Team Practice Management Customer Service Technology Oracle Application Labs Practice Management Product Development • Develop best practices for hardware service delivery • Standardize, simplify and automate processes • Request for system enhancements to automate processes • Increase productivity – eliminate waste

  26. Field Engineer Profile ~1600 global field engineers in Global Systems Support Field Manager territories transitioned to MFS No travel required for training, all system based field engineers that completed the required training 103 98%

  27. Business Requirements : Why MFS? Support Android Mobile Devices Usability Quick Data Access Bar code scanner Offline / Real-Time Capabilities Performance ×

  28. Mobile Field Service Field Preparation

  29. Mobile Field Service Preparing 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

  30. Mobile Field Service Preparing 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

  31. Deployment Strategy • ~ 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

  32. Mobile Field Service Testing and Global Deployment

  33. Engagement Model Info Feedback

  34. 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 Production Pilot

  35. Mobile Field Service – New Application Global 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

  36. Mobile Field Service Features 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)

  37. Mobile Field Service Next Steps

  38. Roadmap

  39. Mobile Field Service Field Services 2.0

  40. Mobile Field Service Process 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

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