Facilities Management: Overview
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Facilities Management: Overview
description
Facilities Management: Overview. Agenda. Introductions Demo of Facilities Website Overview of Facilities Management Solution Wrap-up and Next Steps. Siebel. Siebel Public Sector Solutions. Measure Performance. IT Helpdesk. OCSS. Security. Analytics. Event Planning. Facilities - PowerPoint PPT Presentation
Transcript of Facilities Management: Overview
Facilities Management: Overview
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Agenda
●Introductions●Demo of Facilities Website●Overview of Facilities Management Solution●Wrap-up and Next Steps
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Siebel Public Sector Solutions
(observation count in parentheses)
Special Event
IT Helpdesk
SiebelSiebel
Measure Performance
Facilities
Management
Event Planning
Analytics
OCSSSecurity
Protocol
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Leverage Common Repository Across UN Service Organizations
Common Asset/Resources
Repository
Common Asset/Resources
Repository
IT AssetManagement
SecurityManagement
FacilitiesManagement
Integrate Service ChannelsProvide Consistent Service Across Multiple Channels
Web Web Self -ServiceSelf -Service
EmailEmail
PhonePhone
Agent AssistedAgent Assisted
ChatChat
WirelessWireless
Real - Time Real - Time
Message Message BoardBoard
Delayed Delayed
• Customer Info• Product Info• Transaction Info • Knowledge Base
• Customer Info• Product Info• Transaction Info • Knowledge Base
Interaction ChannelsInteraction Channels
Self ServiceSelf Service
● Web-based self-service integrated with other channels (telephone, email, Voice/IP)
● Collaborative tools (Chat, co-browse) to enable real-time guided support
● Convenience of moving to “assisted mode” at anytime
● Single, intelligent routing to blend channels
Request to Resolution Flow
Shipping /Receiving
Procurement ReimbursableInventoryHuman
Resources
IntelligenceIntelligenceCustomer/Prod Info,Knowledge Base
SecureAccess
Proactive ServiceProactive ServiceRapid
ResolutionRapid
Resolution
Agent Assisted
In-House RepairExchanges
Field Service
Analyze DebriefClose& Bill
Repair /Resolve
Identify & Verify
Contract Entitlements / Warranties
Workflow AutomationWorkflow Automation
Prioritize
DeliveryOptionsDeliveryOptions
Plan &Schedule
Service Parts LogisticsSelf-Self-
ServiceService
EmailEmail
PhonePhone
WirelessWireless
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Request Management
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10
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12
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Schedule/Handheld
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Project Management
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Billing and Contracts
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Summary
●Presentation Feedback●Demo Flow Discussion●Return Visit Schedule
