Enhancing Service Resource Management Capabilities with Accenture and Oracle

They want to be able to schedule using relatively short availability windows, and when they must reschedule, they demand short lead times.

Customers are also demanding greater transparency than they did in the past. Thankfully, new technology and business practice refinements can help service providers improve the service experience and meet these demands, while still controlling costs. How? By allowing service organizations to better enhance their service networks and manage their distributed workforce—contractors too—in real time.

Accenture and Oracle have teamed up to provide the process methods, approaches and technology to allow companies to deliver high levels of service to their customers. Together, the Accenture and Oracle teams are helping businesses improve the overall customer experience with more effective forecasting and planning, and by enhancing field service resources such as deployable field labor parts (spares and consumables) and other field service-related equipment.

As a result of using Accenture and Oracle’s combined service resource management offering, organizations are positioned to achieve numerous benefits including higher productivity, increased customer satisfaction and cost savings.

Working together with Oracle, Accenture integrates the key Oracle applications for CRM, scheduling and forecasting, together with Accenture’s own comprehensive service management offerings to provide a broad solution that can deliver a single view of the service enterprise.

Accenture has a unique combination of deep industry experience and comprehensive knowledge of Oracle’s application and technology products. Accenture’s Oracle group has more than 44,500 professionals around the world who implement, integrate and maintain Oracle technology.

Together, the Accenture and Oracle team brings service organizations an innovative service resource management solution based largely on prebuilt components, as well as service optimization and field force transformation leading practices. The solution allows organizations to achieve a real-time, single view of their entire service ecosystem.

That view ranges from short-term service execution to mid-term and long-term service resource analysis, planning and optimization, and encompasses internal operations as well as the activities and parts inventory of business partners.

As a result of using Accenture and Oracle’s combined service resource management offering, organizations are positioned to achieve numerous benefits, including:

• Higher productivity: Increase technicians’ productivity.
  
  
• Better resource optimization: Reduce travel time and mileage, resulting in lower servicing costs, faster call-outs and prolonged fleet life.
  
  
• Greater customer satisfaction: Improve customer service and retention by increasing operational transparency, enabling proactive outreach, meeting service-level agreements and providing more tailored offerings.
  
  
• Increased profitability: Improve operating margins while managing costs.
  
  
• Cost savings: Improve staffing to reduce overtime expenses, and avoid the penalty payments that accrue as a result of missing service-level agreement targets or customers’ expectations.
  
  
• Improved outreach: Improve in-day visibility and enable proactive outreach, for example, by providing an up-to-date technician estimated time of arrival to customers via text alerts to their mobile phones.