Oracle Depot Repair

Full Spectrum Functionality

Depot Repair At-a-Glance

Issue Identification Repair Processing Repair Resolution

Capture Inquiries and Complaints Submit Repair Request Creation Initiate Returns

Receive and Diagnose Product; Prepare Estimate Teardown / Inspect Manage Materials and Resources Approve Repair Plan and Execute Repair

Provide Customer Exchanges and Loaners Replace Defective Products Ship Repaired Product & Invoice

Business Pressures
Repair Effectiveness
How do I ensure repair quality and standards? How do I find the right repair information?
Issue Identification Repair Processing

Customer Demands
What entitlements does this customer have? How do I efficiently capture and retrieve repair history?
Repair Resolution

Repair Efficiency
How do I provide visibility into repair status and logistics tracking?

Margin Erosion
How do I offset the effect of increased competition on my margins? How do I control rising repair costs?

How do I ensure the right resources are assigned to the job?

Operational Challenges
Is this an existing customeris this a recurring problem? How do I prioritize the repairwhat is the repair status? Should I repair this itemhow do I repair this? Who do I chargehow much?

Help Desk Agent

Customer Issues

Depot Manager

Service Technician

Billing Clerk

Fragmented Customer and Repair Data, Manual Processes

A Need for Change

Leading Business Trends
Repeatable, Efficient Repair Processes
Feedback Loop for Product Quality Improvements Single, Integrated View of Customers and Products Transformation from Cost Center to Profit Center Resources and Inventory Forecasting

How Oracle Delivers

Oracle Depot Repair Solution

An Integrated Component of the Service Family
Customer/Prod Info, Knowledge Base
Secure Access

Intelligence

Channels

Rapid Resolution

Proactive Service

Users Field Service Depot Repair CSRs

SelfService

Delivery Options

Self-Service Agent Assisted

Service Parts Logistics

Email

Identify & Verify

Analyze Prioritize

Plan & Repair / Schedule Resolve

Debrief

Close & Bill

Analysts

Workflow Automation Phone Contract Entitlements / Warranties Customers

In Person

Shipping / Receiving

Orders & Cases

Marketing Offers

Inventory

Invoices & Payments

Mobile

Oracle Depot Repair Solution

Manage In-House Repairs
Service Channels

Self-Service Receive and Inspect Agent Assisted Estimate Plan and and Approve Schedule Assign Repair and Debrief Ship and Bill

Manage Resources
Customer & Product Data

Field Service

Installed Base

Common Data Repository

Reports

Depot Walk-In

Oracle Depot Repair Solution

Enables You To
Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Maintain Global Data Repository

Capture All Customer Information in Single Location
Service Customer Installed Base Common Data Repository Contracts & Billing Inventory

Repair

Eliminate Data Fragmentation Provide Access to All Required Functions Enable Tracking of All Interactions

Shipping & Receiving

Human Resources

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View
Resolve Issues with Accurate, RealTime Information
Depot Agent

Customer Information Contract Entitlements Installed Base (Product

Common Data Repository

Repair Technician

History, Configuration)

Service Request and

Repair Order Status

Material Handler

Returns / Shipments

Contact Information

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Verify Entitlements
Accelerate Response via Seamless Contract Integration
Coverage Times Instant Verification
Customer Depot Agent

Contracts Repository

Response Time Commitments

Discounts

Reduce Entitlement Violations and Prevent Contract Leakage

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Search for Solutions

Leverage Shared Repair Knowledge
Customer & Problem Identification

Interact with customer via numerous service channels Collect information about customer Understand customer problem including symptoms Search knowledge repository for solutions Improve quality using proven steps and processes Contribute new solutions to repository

Knowledge Repository

Depot Planning

Determine repair requirements Assign resources to repair effort

Self-Service Access
Document and Monitor Service Issue
Enable 24x7 access to information Initiate service request remotely through web Decrease errors by capturing information at the source Track service request status and updates without agent involvement

Oracle Depot Repair Solution

Enables You To
Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Support Multiple Repair Flows

Address Virtually Any Customer Repair Request
Customer Repair Repair and Return Loaner, Repair and Return Exchanges Replacement Refurbishment No Repair Internal Repair Long Short Customer Customer Repair Cycle Repair Cycle

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Example: Loaner, Repair and Return

Minimize Customer Downtime
Track Promise Date, Manage Issues

Ship Loaner

Receive Defective Product

Inspect & Repair

Ship Product

Receive Loaner

Key Benefits: Quality Repairs Using Predefined Processes Maintain Customer Productivity Track All Product Activities Within a Single Repair Order
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Example: Advanced Exchange

Resolve Customer Product Issue
Customer Involvement Depot Internal Processing

Ship Exchange

Receive Defective Product

Bulk Process

Refurbish

Return to Inventory

Scrap

Key Benefits: Resolve Customer Issues Quickly Process Defects in Bulk for Scrap or Refurbishment

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Oracle Depot Repair Solution

Enables You To
Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Oracle Depot Repair Solution

Enables You To
Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Depot Logistics Tab

Track Product Movement and Status
View latest product status Enable cradle-to-grave tracking using serial numbers and installed base

Auto-create RMA and ship lines based on repair type

Receive and ship products seamlessly 21

Invoice Customer
Process Charges Quickly and Accurately
Understand Repair Effort
Leverage knowledge base for historical information Ensure agreement between customer and depot Estimate Charges

Verify Contract Effectivity

Apply appropriate discounts Update warranties

Debrief

Process Entitlements

Invoice Customer

Record Repair Charges

Debrief material, labor, & expenses Compare actuals to estimate Notify customer of discrepancies

Timely Billing
Review charges Submit charges for invoicing

Update Repository
Update repair steps based on new data Modify resource requirements 22

Evolution of Oracle Depot Repair

Existing Differentiators Released with 11i.9 New in 11i.10

Perform all functions through a single workbench Estimate based on a knowledge repository Support for numerous in-house repair flows Resource assignment and scheduling Automated entitlements processing Service history for install base items Logistics processing and invoicing

Third-party install base item repair Link call center RMA to depot repair order Workflow-based messaging Enhanced WIP job repair management

Depot agent cost and charge analysis Work definition and enhanced knowledge management integration Enhanced estimate, debrief and actuals processes Field service to depot refurbishment flow Inspection and repair order splitting Self-service repair order tracking

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Oracle Depot Repair Solution

Improve Customer Interactions
Support Multiple Repair Flows Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Service Request

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Create A Repair Order

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Logistics Tab

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Repair Estimate

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Estimate Approval

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Auto Receive Customer Product

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Diagnostics Tab

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Knowledge Base

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Repair Tasks

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Repair Actuals

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Actual Charge Lines

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Ship Customer Product

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Service Request

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Charges Report

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