Bosch Thermotechnology

Oracle Customer Success

Bosch Thermotechnology improves its metrics with Oracle Cloud

Summary

Bosch Thermotechnology improved its customer service metrics by about 25%, building on its reputation for trusted customer service, using Oracle Field Service.

Business challenges

For Bosch Thermotechnology, manufacturer of domestic and commercial heating and cooling systems, the company’s growing sales proved challenging to its field service unit. To maintain Bosch Thermotechnology’s renowned customer service as the business grew, service managers set goals to reduce the average travel time between repair jobs and increase how many jobs a day a technician could do.

To get there, service managers replaced an old, manual scheduling system with a more automated, cloud-based application, Oracle Field Service, which is part of Oracle Cloud CX. The replacement project was in the United Kingdom, where, company leaders say, there is a Worcester Bosch boiler in a property on “just about every street.”

Since working with Oracle Field Service my job has become more enjoyable, due to the ability to investigate and eliminate problems. I also look forward to all the new functionalities that are released with each upgrade.

Lisa Keen

System Analyst, Bosch Thermotechnology

Why Bosch Thermotechnology Chose Oracle

Bosch Thermotechnology chose Oracle Field Service because of the flexibility of the software and how it incorporates machine learning and artificial intelligence to predict how long it will take someone to travel to a location, troubleshoot a problem, and complete the job. The system is able to learn based on individual performance.

Results

Bosch Thermotechnology measures the success of its repair work based on two statistics: the travel time between each job and the “call rate,” meaning the number of service jobs completed each day.

By using Oracle Field Service, the company has so far reduced the average travel time between repair jobs from 39 minutes to 29 minutes.  And the call rate is up from 3.25 to 4.1. These improvements translate to savings in fuel costs and the ability to schedule more jobs during the workday without going into overtime.

The company’s service team likes the ability to configure the software. Without costly programming changes, they can set rules about when and how to schedule repair jobs. Technicians use a simple interface on their mobile devices to check on parts availability and update the status of their work, and also answer routine questions without having to pick up the phone or leave the application.

The company credits these successes in part to Oracle’s Field Service support team, where specialists are available 24/7 to answer customer questions about the application. “Whenever we had to raise a service request, it was generally answered within the hour,” says Marcel Sven Torrent, Service Optimization Manager.

Once we took the training offered by Oracle University, we really understood what the solution could do for us. We became a better service operation all around.

Marcel Sven Torrent

Service Optimization Manager, Bosch Thermotechnology