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Oracle Field Service

Customer Communication

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Keep customers informed with pro-active, automated customer communication

Keep customers informed

Simplify customer communication and provide more choices, more flexibility, and more information. With Oracle Field Service you can pro-actively inform customers and co-workers about the status of appointments with predictive appointment and job alerts across multiple channels, such as SMS, email, voice, and/or web. Customers can then confirm, cancel, or reschedule their appointments.

Automated customer communication also improves field technician satisfaction. Field service technicians can focus on doing their job without disruption or the need to respond to simple customer inquiries that can easily be automated.

Key benefits of Oracle Field Service customer communication capabilities

  • Use proactive appointment reminders to significantly reduce customer absences and no-shows
  • Improve customer satisfaction by keeping customers informed
  • Communicate with customers through their preferred channels
  • Receive customer feedback—in real time
  • Reduce unnecessary truck rolls
  • Reduce the volume of inbound calls to your contact center from customers who want to know “where’s my tech?”
  • Minimize average handling time (AHT) for customer service representatives

Give your customers more choices, flexibility, and information

Reduce customer no-shows and increase the number of jobs your field service techs complete per day, while giving your customers more choice. By providing predictive appointment alerts the day before and/or the day of service, you can confirm appointments, reducing the chance that customers will forget or simply opt-out without informing you. Upon completion of a service job, you can request customer feedback with an automated post-appointment survey based on your unique business needs. This real-time, actionable information can then be used to strengthen your entire customer service strategy.

Oracle Field Service’s foundational technology collects time-based measurements about everything happening in the field, learning how each field employee works and uses that data to accurately schedule future appointments. The solution is then able to predict—with 98 percent accuracy—when a field event will occur and how long it’ll take.

This unique foundational technology is at the heart of accurate service window predictions. If the unexpected happens, putting the service window in jeopardy, Oracle Field Service alerts the customer through text, e- mail, or a phone call—whatever channel the customer prefers.

Key features of Oracle Field Service customer communication capabilities

  • Automated, pro-active communication with customer before, day-of, and post-appointment
  • Outbound and inbound messaging capabilities
  • Multi-channel communication options including text, e-mail, voice, and web
  • Automated post-appointment surveys to receive timely feedback and gauge customer satisfaction
  • Configurable workflows based on unique business needs

Learn more about Oracle Field Service capabilities