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.
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.
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:
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.
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.
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.
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)
Leading service organizations across many industries use Oracle Field Service to improve their service interactions and exceed customer expectations.
To meet new expectations for service delivery and customer experience, manufacturers are investing in scalable solutions that inform the entire service life cycle.
Oracle has been named as a Leader in this area due in part to its connected capabilities across customer support, service request, service planning, service execution and field service, spare parts management, warranty management, and recalls, among other processes.
According to the report, "Oracle has built a culture of innovation, which ensures consistent and continuous improvements of the platform to evolve with the needs of the market."
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.”
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 2022 Gartner Magic Quadrant for Field Service Management
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