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Why choose Oracle Field Service vs. Salesforce Field Service Lightning?

Top 5 reasons to choose Oracle Field Service for all your field service needs

1

Unified solutions for end-to-end field service

Delivering successful field service outcomes that require little or no customer effort relies on seamlessly connected people, workflows, data, and systems.

Oracle Field Service ensures these critical connections with capabilities including Internet of Things (IoT) service monitoring to diagnose problems, self-heal assets, and automate field service event scheduling. It also includes service parts inventory management as well as contracts, warranties, and subscriptions to ensure entitlements and SLAs are met. Plus, billing, commerce, quoting, and sales performance management to enable field technicians to drive additional revenue.

Unfortunately, Salesforce Field Service Lightning does not offer a complete, end-to-end service management suite of applications. They can’t match the breadth and depth of Oracle’s functionality. With Salesforce, there’s no native ERP, supply chain management, or finance applications that work seamlessly with their field service solution.

2

A self-learning scheduling engine

Oracle Field Service enables you to optimize and properly use your resources in the field, complete more jobs per day, and provide unparalleled customer experiences. Our approach to scheduling is time based, predictive, and self-learning—helping you predict when service events will happen and their duration with 98% accuracy.

Salesforce Field Service does not use automated intelligence or machine learning to support their estimates. Instead, Salesforce uses manually calculated weighted averages to schedule work. Users have to keep analyzing and updating averages. As you might expect, this leads to less-than-accurate work schedules, suboptimal field resource utilization, and an inability to respond to unplanned or emergency work.

3

Cloud native, scalable, and proven

Oracle has delivered innovation for decades and now supports 430,000 customers throughout the world. Oracle Field Service is built natively in the cloud and is updated with new functionality every quarter. With an open API architecture and Oracle Integration Cloud interoperability, Oracle Field Service scales to:

  • More than 300,000 users
  • More than 1,000 API requests per second
  • 100,000 appointments routed in 12 seconds
  • More than 1,000,000 work events routed per hour in production

Since Salesforce’s acquisition of ClickSoftware, its field service application remains in transition, with different frameworks that still require on-premises components. The ability of Salesforce’s applications to scale and consume new features is limited. For example, Salesforce’s new ServiceMax Asset 360 was built and launched by another Field Service Lightning application.

4

Reliable, modern mobile tools for any device

Only Oracle provides your field team with everything they need to succeed through a single browser-based mobile app, in a bring-your-own-device (BYOD) environment. This includes in-app technician-to-technician, technician-to-dispatch, and technician-to-customer communication tools as well as augmented reality and guided work capabilities, reliable fully functional offline persistence, forms, inventory status, and signature capture.

Salesforce only offers a fragmented architecture with three different mobile apps—all of which renders inconsistently across device types and OS systems. Limited workflows and data visibility, along with slow performance further complicate the Salesforce field technician experience.

5

Faster time to value and lower TCO

Oracle Field Service enables you to deploy quickly, with advanced configuration options, native integrations, and an open API architecture. With faster implementation speeds, lower licensing costs, and solution-driven operational savings, our customers can deliver field service experiences that exceed expectations. Plus customers have dedicated technical support 24/7 and expert strategic guidance from Oracle Field Service Center of Excellence team.

Salesforce is considered one of the most expensive vendors of field service solutions in terms of licensing costs 1. Yet, Salesforce does not provide the help and guidance needed to avoid additional costs for implementation, development, and integration, as noted by their customers and third-party analysts.

AI-driven field service optimization on a single, unified platform

Leverage unique time-based, self-learning, and predictive routing and scheduling tools to help your field technicians minimize travel time and maximize daily job completion rates. Oracle Field Service helps you manage the entire customer service lifecycle with capacity planning, intelligent workforce dispatch and locate, team collaboration, actionable analytics, and customer communication tools. Using proven implementation methods, our Oracle Field Service customers are up and running quickly, realizing faster time to value and operational savings. Ensure maximum user adoption and customer satisfaction with cloud native Oracle Field Service, available on any mobile device.

With Oracle Field Service, we increased the productivity of our technicians, slashed travel time and improved reporting, communications, and customer satisfaction. It’s been a complete operational turnaround. We now have everything we need for first-class customer care.

Hasan YavuzOSS Engineer, VOO (Nethys SA / Brutélé SC)


Oracle Field Service customer success stories

Leading service organizations across many industries use Oracle Field Service to improve their service interactions and exceed customer expectations.

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Oracle named a Leader in Field Service by Gartner and IDC

Gartner ranks Oracle Field Service #1 for appointment-centric use cases

In their most recent coverage of the field service solution vendor landscape, leading analyst firms Gartner and IDC both ranked Oracle Field Service as a market leader.

Gartner noted Oracle’s product strategy as a strength, citing capabilities such as connected service logistics, return merchandise authorization, machine learning in IoT environments for work order generation, schedule optimization, as well as collaboration and knowledge management for field technician enablement.

In its August report, IDC noted that “with established capabilities across the breadth of processes in field service, deep domain expertise in field service needs, and an R&D strategy in place specific for field service, Oracle has delivered value to customers throughout their digital journey.”

Oracle Field Service vs. Salesforce Field Service

Unlike Oracle Field Service, Salesforce Field Service Lightning is comprised of multiple frameworks that require on-premises components, including the ClickSoftware acquisition. This creates confusion when scoping, purchasing, and implementing solutions from Salesforce. It also limits your ability to scale or consume new features, and increases the total cost of ownership. In addition, Salesforce Field Service has multiple mobility apps which are limited in their ability to provide data or workflow needed to complete tasks. Finally, Salesforce has no native ERP, supply chain, billing, or financial systems, preventing a seamless, end-to-end service orchestration.

Business Advantages

Oracle Field Service

Salesforce Field Service

A proven, complete cloud solution3
yes
Hybrid architecture of on-premise and cloud parts
Optimization of field resources using time-based, self-learning, and predictive routing and scheduling
yes
no
Elegant management of unplanned or urgent events with intuitive, AI-guided rescheduling and rerouting
yes
no
Scalable, flexible, and configurable solution allowing a lower total cost of ownership (TCO)
yes
Serves limited use cases and cannot support multiple LOBs needs in a single instance4
End-to-end service lifecycle management enabled by seamless integration with service logistics and billing solutions
yes
no
User-friendly, web-based, iOS and Android mobile apps that support online and offline access in the field
yes
Salesforce has 3 different apps that do not render consistently across devices and platforms
Robust, open APIs with prebuilt connectors designed to integrate into any ecosystem
yes
Fewer prebuilt connectors to connect into legacy systems and limited by API volume and performance 5
Collaboration tools including tech-to-tech, tech-to-dispatch, help desk, broadcast functionality, and chatbot support
yes
no
Access to actionable intelligence, reporting, and analytics
yes
Limited6
Dedicated technical support 24/7 and expert strategic guidance from Oracle Field Service Center of Excellence team
yes
Limited


1,5 Gartner MQ for Field Service, June 2020

2,4,6 Gartner Critical Capabilities report for Field Service, 2020

3 IDC MarketScape: Worldwide Manufacturing Field Service Management Applications 2019–2020 Vendor Assessment

7 2021 Gartner Magic Quadrant for Field Service Management

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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