Digital Field Service Empowering the next-gen Customer service using Oracle PaaS, SaaS and Augmented Reality

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1 Digital Field Service Empowering the next-gen Customer service using Oracle PaaS, SaaS and Augmented Reality Vikram Sales Consulting Senior Manager Surya Senior Sales Consultant

2 Agenda Digital Field Service - Remote monitoring using IOT - Remote resolution - Optimized dispatch using FSC - Onsite resolution using AR Demo asset Architecture Q&A 2

3 Field Service & Digital Field Service 3

4 Changing times.. Maintenance Consumption Model Break Fix or Scheduled Preventative Predictive maintenance Ownership As a Service Business Analytics Service Static Analytics Real-Time Big-Data Analytics Central Service Self-Serve / Self-Guided Service 4

5 DID YOU KNOW? Power By The Hour Rolls-Royce paid for continuous uptime, rather than revenue from turning wrenches during aircraft downtime 5

6 DID YOU KNOW? Xerox Managed Print From time and materials maintenance to pay per click scanning, copying and printing. ` 6

7 Customers are demanding If they do not receive the service they demand 24x7x365 they will vote with their feet and move to the competition 7

8 Service is the New Battleground for Driving Sales and Retaining Customers Results: Move towards outcomes based service contracts Real Time: Shift from reactive to predictive service models Smarter: Customer experience is becoming more personalized, more connected and more data driven 8

9 Digital Field Service with Onsite resolution using AR Monitor Resolve Dispatch Resolve Remote Monitoring Remote Resolution Optimized Dispatch Onsite resolution IOT Cloud, JET Dashboard JET Dashboard Field Service Cloud Mobile Cloud, Augmented Reality 9

10 Remote Monitoring and Predictive Maintenance Monitor Track location, health and utilisation of assets Proactively perform asset maintenance to reduce failures Integrate insights with business processes and systems Equipment Uptime Asset Reliability Service Levels Customer Satisfaction 10

11 Remote Issue Resolution Resolve Interact with assets over the air to drive down costly dispatch jobs Upgrade firmware, reset or recalibrate, change a setting Interrogate an asset knowledge base and take guidance on next best action Equipment Downtime Cost of Service Field Dispatch 30% efficiency gains 11

12 Optimize Optimized Dispatch Dispatch service personnel in line with business priorities, SLA s and customer need. Fastest available routing engine routes 10,000 appointments to 1,000 techs in four minutes Optimize allocation of jobs to increase workforce productivity and improve customer satisfaction Integrate data from IoT to improve information flow to mobile field service personnel Configure routing plans specific to the asset, priority, issue and contract Productivity Issue Resolution First Time Fix 12

13 Agenda Digital Field Service - Remote monitoring using IOT - Remote resolution - Optimized dispatch using FSC - Onsite resolution using AR Demo asset Architecture Q&A 13

14 Forklift example Consider a forklift from a large manufacturer 14

15 The Broken Forklift - Reactive Forklift breaks Operator hops on a working forklift Operator fills out paperwork Someone enters incident in the system Supervisor creates repair service order Forklift is fixed 0 hr 1 hr 6 hrs 18 hrs 24 hrs hrs 15

16 The Broken Forklift - Proactive 0 hr 1 hr 2 hrs < 24 hrs Forklift about to break Operator hops on a working forklift X Operator fills out paperwork X Someone enters incident in the system With an IoT-enabled forklift talking to Oracle IoT Cloud Service & Oracle Field Service Cloud IoT Cloud Service analyzes operational data to detect outage. Automatically create repair service order Time is Money Forklift is fixed 16

17 Remote Monitoring & Remote Resolution

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19 What is Augmented Reality? How is it different from Virtual Reality? Augmented reality (AR) is a live direct or indirect view of a physical, real-world environment whose elements are "augmented" by computer-generated or extracted real-world sensory input such as sound, video, graphics, haptics or GPS data. : wikipedia 19

20 Immersive Interfaces with Augmented Reality Mobile user experiences are rapidly evolving from forms based applications to immersive experiences with AR Field Service Commerce Furniture Warehouse Training & Support Retail Travel Analytics 20

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22 Agenda Digital Field Service - Remote monitoring using IOT - Remote resolution - Optimized dispatch using FSC - Onsite resolution using AR Demo asset Architecture Q&A 22

23 Architecture AR Framework Field Service Cloud 23

24 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 24

25 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 25

26 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 26

27 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 27

28 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 28

29 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 29

30 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 30

31 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 31

32 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 32

33 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved. 33

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35 Live Demo 35

36 Copyright Copyright 2018, 2018, Oracle Oracle and/or and/or its its affiliates. All All rights reserved.

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39 APPENDIX 39

40 Ten years from today, the center of our digital lives will no longer be the smart phone, but device that looks like ordinary eyeglasses. What you really see and what is computer generated will be mixed so tightly together, that we won t really be able to tell what is real and what is illusion. Author of: The Fourth Transformation (about AR and AI) Robert Scoble, a blogger, technical evangelist, author 40