Empowering Field Service Engineers through Oracle E-Biz Platform

A Field Service Application Case Study

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Android Tablets

A Field Service Application Case Study 02

Client Overview and BackgroundThe client is a large consumer electronics manufacturer based in Canada.

Oracle E-Biz Platform from RapidValue is a suite of highly customizable Oracle modules available on mobile devices. The platform mobilizes the Oracle ERP systems located in client’s organization. The mobile client is developed using Oracle ADF technology, therefore it is compatible across mobile platforms. The platform includes pre-built applications like Field Services, Inventory & Purchase Order (PO) Receipt Management, Quote & Sales Order, HR & Expenses etc.

For this client, RapidValue implemented an end-to-end native tablet field service application. We designed the user interface (UI), developed the application, integrated to their ERP systems and deployed the high quality application successfully on time. This application extends Oracle Field Service module and enables looking up - task list, service request, product information, customer details; update debrief and task status etc.

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Business Requirements and ChallengesThe client wanted to extend their Oracle based enterprise system for Field Service Management for reducing the turnaround time (to respond faster and be proactive to business requirements). The field service engineers needed to be able to create an ad-hoc service request during customer visit; update actual work status, spares, labor and tasks from the field.

By following a manual and paper-based approach was getting too cumbersome, slow and error-prone which led to customer complaints. Often the field service engineers were unable to judge the service requirements nearby an existing site and they had to commute back to office only to know, that a service was due near the previous location. The field service engineers were not getting to know in real-time, spares availability, spares ordering from site, information on services due, daily service update and order status. The engineers also needed a knowledge repository such as a troubleshooting guide, to help them respond quickly to a fault reported from previous experience. Also, in case the field service engineers had to bill the customer for the services, they had to wait until they come back to base location and collated all the pending invoices. This led to piling up of customer pending receipts or even increased chances that invoice can be erroneous due to delayed entry.

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Solution OverviewRapidValue’ Oracle e-Biz platform is suitable for Oracle product users. This platform consists of pre-built modules and built-in connectors with Oracle eBusiness suite ERP. These modules are customizable and can be easily connected to other Oracle ERP products like Siebel, JD Edwards and Peoplesoft systems. The platform includes pre-built applications like Field Services, Inventory & Purchase Order (PO) Receipt Management, Quote & Sales Order, HR & Expenses etc.

MobileClientApp

MobileClientApp

MobileClientApp

Enterprise

MEAP Server

MEAP

TYPICAL DEPLOYMENT ARCHITECTURE

Data ServiceLayer

Security

NotificationStatic DataCache

Data Synchronization

Layer

DeviceProvisioning

&Management

DataServices

SOAInfrastructure

WebService

Dispatcher SECURE CHANNEL

DBDB

INTRANET

ORACLE ERP

A Field Service Application Case Study © RapidValue Solutions

Some of the key features and functionality include:

For this client, we focused on the field service application as per their requirement.

– Capture an image of the defect and create ad-hoc service request.

– GPS based location tracking for services due near a customer.

– GPS route navigation for field service engineers.

– Bar code scanning of inventory.

– Signature capture for customer approvals and sign offs.

– Real-time service request management.

– View inventory stock levels and generate alerts.

– Create procurement requests from the field etc.

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ResultsThis solution is mainly useful to client’s service engineers. Some of the results achieved for the client:

– Faster implementation time – the application was launched within 4 months.

– Delighted customers – Better service quality and on-time delivery of information.

– Improved productivity – by providing easy access to task details and ability to update customer information instantaneously.

– Enhanced service efficiency – by streamlining the process.

– Eco-friendly approach – replaced the traditional approach i.e. collecting data using paper sheets with an application. This helped reduction in paper wastage.

A Field Service Application Case Study © RapidValue Solutions

RapidValueEnabling MobilityMobility Information Series – Jan 2013

About RapidValueA leading provider of end-to-end mobility solutions to enterprises worldwide. Armed with a team of 175+ experts in mobility consulting and application development, along with experience delivering over 200 mobility projects, we offer a range of mobility services across industry verticals. RapidValue delivers its services to the world’s top brands and Fortune 1000 companies, and has offices in the United States and India.

If you have any questions or need more information about building an integrated mobility solution, please feel free to write to us.We look forward to hearing from you!

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A Field Service Application Case Study © RapidValue Solutions