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Facilities Management: Overview

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

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Facilities Management: Overview

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  1. Facilities Management: Overview

  2. Agenda • Introductions • Demo of Facilities Website • Overview of Facilities Management Solution • Wrap-up and Next Steps

  3. Siebel Siebel Public Sector Solutions Measure Performance IT Helpdesk OCSS Security Analytics Event Planning Facilities Management (observation count in parentheses) Special Event Protocol

  4. IT AssetManagement Leverage Common Repository Across UN Service Organizations FacilitiesManagement SecurityManagement Common Asset/Resources Repository

  5. Integrate Service ChannelsProvide Consistent Service Across Multiple Channels Interaction Channels • 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 Real - Time Agent Assisted Web Self -Service Wireless • Customer Info • Product Info • Transaction Info • Knowledge Base Phone Chat Delayed Email Message Board Self Service

  6. Request to Resolution Flow Customer/Prod Info,Knowledge Base SecureAccess Intelligence RapidResolution Proactive Service Agent Assisted Field Service DeliveryOptions Exchanges In-House Repair Self-Service Service Parts Logistics Identify & Verify Plan &Schedule Repair /Resolve Close& Bill Analyze Prioritize Debrief Email Workflow Automation Contract Entitlements / Warranties Phone Wireless Inventory HumanResources Reimbursable Shipping / Receiving Procurement

  7. Request Management

  8. Schedule/Handheld

  9. Project Management

  10. Billing and Contracts

  11. Summary • Presentation Feedback • Demo Flow Discussion • Return Visit Schedule

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