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Oracle Field Service

Where’s My Technician

Oracle named a Leader in Gartner Magic Quadrant for Field Service Management 2021

Learn why Gartner cited recent innovations and enhanced capabilities for field service teams as Oracle's strengths.

Oracle Field Service product tour

Discover how Oracle Field Service improves field service management.

Free training—Oracle Field Service

Take this free training session for a detailed overview of Oracle Field Service and earn your Explorer Badge.

Keep customers informed throughout the entire field service experience

Customers have higher expectations around field service, thanks to companies, such as Uber and Lyft. Field service organizations are now challenged to provide a similar level of visibility. But keeping your customers informed before, during, and after a field service call isn’t easy since so many factors are beyond your control. Traffic, weather, or vehicle issues can wreak havoc on even the best laid out routes.

Available with Oracle Field Service, Where’s My Technician enables you to deliver outstanding customer experiences with next-generation tracking technology. Where’s My Technician is a map-based, out-of-the-box tracking solution—viewable on any browser—that keeps customers updated throughout the entire lifecycle of the entire field service experience.

Provide customers with the ability to visually track—in real time— their field technicians on a map
Figure 1: Provide customers with the ability to visually track—in real time— their field technicians on a map.

Oracle Field Service Where’s My Technician—benefits

  • Keep customers proactively informed throughout the entire service experience
  • Reduce customization costs by configuring Where’s My Technician within Oracle Field Service
  • Get feedback on field service experience in real time
  • Visually display service details and resource locations on a map
  • Build customer trust and brand loyalty
  • Improve employee satisfaction

Build customer trust and improve employee satisfaction

Keep customers notified during the entire field service experience. With Where’s My Technician, you can configure a mobile resource tracking and messaging app within your field service solution—without relying on a systems integrator.

Send updates through email and/or SMS text messaging so your customers can track the progress/status of their field service technician from any location in real time. Provide customers with a complete view of all activities happening during their service experience, giving them full visibility and allowing them to take action when needed—such as communicating directly with their technician or rescheduling service appointments.

With Where’s My Technician, you can easily capture customer feedback using quick surveys that provide insight into the service call, its outcomes, customer sentiment, and provide additional support to customers who need it.

Oracle Field Service Where’s My Technician—key features

  • Native, easy-to-configure branding and notifications
  • Service updates delivered via email and/or SMS*
  • Real-time service appointment information is viewable from any browser
  • Customers can communicate directly with their service technicians or reschedule appointments
  • Customer feedback capabilities including ratings and/or comments

Learn more about Oracle Field Service capabilities

* Where’s My Technician SMS delivery service requires a message provider.