Con7742:Oracle Mobile Field Service
Smartphone Deployment at Oracle with EBusiness 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
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functionality described for Oracle’s products remains at the sole discretion of Oracle.
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3
Agenda
1
EBS Mobile Field Service Solutions
2
Mobile Field Service Evolution
3
Mobile Roadmap
4
Oracle Hardware Business Case Study
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EBS Mobile Field Service Solutions
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EBS Mobile Field Service Solutions
Solutions Matrix
Laptop
Mobile Field
Service S&F
Laptop (Windows)
Field Service
Email Interface
Field Service
Portals
Offline
Field Service
Wireless
Connected
Multiplatform
(iOS, Android)
Mobile Devices
(Smartphone, Tablets)
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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
Offline
Field Service
Portals
Field Service
Wireless
Connected
Multiplatform
(iOS, Android)
Mobile Devices
(Smart Phones, tablets)
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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
Laptop
connectivity
Mobile Field
Service S&F
Laptop
Field Service
Email
Interface
Offline
Field Service
Portals
Field Service Connected
Wireless
Multiplatform
(iOS, Android)
Mobile
Devices
Mobile Devices
(Smart Phones, tablets)
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EBS Mobile Field Service Solutions
Field Service Email Interface
• 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
Mobile Field
Service S&F
Laptop
Field Service
Email
Interface
Offline
Field Service
Portals
Multiplatform
(iOS, Android)
Connected
Field Service
Wireless
Mobile Devices
(Smart Phones, tablets)
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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
Laptop
• Native device integration (Maps, Camera, Scanner)
Mobile Field
Service S&F
Laptop
Field Service
Email
Interface
Offline
Field Service
Portals
Connected
Field Service
Wireless
Multiplatform
(iOS, Android)
Mobile Devices
(Smart
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– Internal/Restricted/Highly Restricted
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Mobile Field Service Evolution
New Features since Last Open World
(Release 12.1.3+ and 12.2.4)
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Mobile Field Service Evolution
Release 12.1.3+ and 12.2.4
Field Service Portals
•
•
•
•
•
•
•
•
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
Field Service Wireless
•
•
•
•
•
•
Enhanced Navigation Flow
Signature Capability
Field Service Report
Print/Email Report
Personal Tasks
Wireless Administrator Dashboard
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12
Mobile Field Service Evolution
Release 12.1.3+ and 12.2.4: Field Service Report
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13
Mobile Field Service Evolution
Release 12.1.3+ and 12.2.4: Receive Parts
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Mobile Field Service Evolution
Release 12.1.3+ and 12.2.4: Field Service Wireless
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Mobile Field Service Evolution
Release 12.1.3+ and 12.2.4
Mobile Field Service Laptop (S&F)
Multi Platform
•
•
•
•
•
•
•
•
•
•
•
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
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Mobile Field Service Evolution
Release 12.1.3+ and 12.2.4 :Multi Platform
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Mobile Field Service Roadmap
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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
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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
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20
Mobile Field Service Roadmap
Multi Platform
• Push Notifications/Alerts
• Tablet /Laptop Support
• Personalization Framework
• Create New Service Request
• View Contract Details
• Transfer Parts
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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
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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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Agenda
1
Introductions and Field Profile
2
Field Preparation
3
Testing & Global Deployment
4
Next steps
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Integration Team
Customer Services Technology
Product
Development
Oracle
Application
Labs
Customer
Service
Technology
• 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
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Practice
Management
Integration Team
Practice Management
Product
Development
Oracle
Application
Labs
Customer
Service
Technology
• 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. |
Practice
Management
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
98%
field engineers that
completed the required
training
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27
Business Requirements : Why MFS?
Usability
Support Android Mobile
Devices
×
Offline / Real-Time
Capabilities
• Quick Data Access
• Bar code scanner
Performance
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Mobile Field Service
Field Preparation
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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
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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
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Deployment Strategy
Week
Training
Sandbox
Production
1
Group
1
2
3
4
5
6
7
8
9
10
11
12
13
Group
2
Group
3
Group
4
Group
5
Group
6
Group
7
Group
8
Group
9
Group
10
Group
11
Group
12
Group
1
Group
2
Group
3
Group
4
Group
5
Group
6
Group
7
Group
8
Group
9
Group
10
Group
11
Group
12
Group
1
Group
2
Group
3
Group
4
Group
5
Group
6
Group
7
Group
8
Group
9
Group
10
Group
11
14
Group
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
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Mobile Field Service
Testing and Global Deployment
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Engagement Model
PD
I
n
f
o
IT/ CST
Support Users and
Field Practice Team
End Users
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F
e
e
d
b
a
c
k
Testing Strategy
• Product Testing
New
Release
• 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
Prioritize
Production
Production
Pilot Pilot
Bugs and
ERs
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Testing
Mobile Field Service – New Application
Global Deployment
• Oracle FEs first users of MFS
Deployment
Requirement
Analysis
– 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
Enhancement
Submission
Pilot
User
Acceptance
Testing
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Development
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)
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Mobile Field Service
Next Steps
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Roadmap
FSTP
WFS
MFS
MQF
MFS
.11
Wiki
One App to Rule Them All
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Mobile Field Service
Field Services 2.0
Auto Sync
Total Offline
Support
Click To Chat
Usability
Improvements
Performance
Improvements
Integration to
Knowledge
Base
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Tablet Support
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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