Oracle E-Business Suite family of Service Applications provides true information-driven customer service—service that enables your agents and technicians to meet and exceed customer expectations by empowering them with information that is consistent, accurate, and actionable. Through comprehensive integration of service delivery channels including web-self service, agent-assisted service via the contact center, and field service, Oracle Service provides a single, robust platform for managing service-related information and processes.
A telephony integration to all major telephone systems and supports leading CTI middleware. As a result, your customer interaction centers can support key functionality such as intelligent routing and queuing. In addition, integration with CRM applications enables agents to provide consistent handling of customer interactions. Business benefits include increased customer satisfaction, increased agent productivity, and decreased costs from accurate call routing.
Helps you execute outbound calling campaigns with tools such as list management and predictive dialing. In addition, you gain real-time performance data for improved decision-making. Business benefits include increased outbound list penetration and improved agent productivity..
Create a more productive and cost-effective schedules by using a set of predefined constraints and associated costs. Oracle Advanced Scheduler gives technicians real-time access to information and scheduling updates through wireless-enabled devices, and it enables dispatchers to transmit service requests and tasks to field service technicians' laptops or Palm devices instantaneously.
Drives profitability by automating the entire in-house repair process, from the creation of the Return Material Authorization (RMA) to billing and shipment of the repaired product back to the customer. Technicians get a workbench to initiate RMAs and other repair activities, while customers are able to minimize down time with exchanges and loaners while products are being serviced.
A comprehensive e-mail response management system that helps manage high volumes of incoming messages. It minimizes response times by classifying incoming e-mails and routing them to qualified agents, and by automatically suggesting one or more responses. Email Center enables agents and managers to provide better service while increasing productivity.
Field Service improves customer satisfaction by more accurately predicting a window to promise for service delivery, and it contains the Assignment Manager designed to eliminate guesswork surrounding qualification, availability, and geographic relevance of each field service technician.
provide a secure, self-service web portal that delivers self-service functionality to customers and employees 24/7. Its sophisticated knowledge management system provides the information needed to solve problems, manage product configurations, and track orders, payments, shipments, returns, and contracts. The result: you improve customer satisfaction while driving down service costs.
Enable customer service agents to access and update key information via both hand-held and laptop devices. While offline, agents can access complete customer, product, and service request data; manage schedules; order spare parts; record material, costs, and labor; and enter counter readings. Benefits include improved service levels, reduced service costs, faster billing cycles, and optimized inventory levels.
A complete scripting and survey capabilities, including both authoring tools and a script engine. Scripts can be created, modified, and deployed to lead agents during customer interactions, prompting up-sell opportunities as well as providing detailed information to resolve customer questions. You also gain complete survey capabilities for gathering information on products, initiatives, customer satisfaction, and more.
Simplifies contract management and provides a centralized repository for entitlement information. Rapidly create, manage, and update service contracts, warranties, and extended warranties on sales of goods or services. Then provide service based on real-time entitlement data. As a result, you minimize contract leakage, increase recurring revenues, and provide targeted services while reducing operational costs.
When obsolescence, shrinkage, and depreciation are factored in, the cost of acquiring, storing, deploying, and managing spare parts inventory can run as high as 40-50% of annual inventory values. Oracle Spares Management helps reduce inventory costs by providing logistics and planning features that directly address the selection and delivery of spare parts to field locations.