“The industry is changing based on desires to help our own customers, and Oracle is a strong partner on our journey to accomplish that.”
Johnson Controls transforms the environments where people live, work, learn, and play. With more than 135 years of innovation, Johnson Controls is on a mission to reimagine the performance of buildings to serve people and the planet.
The company’s success depends on a differentiated service experience—a formidable challenge considering that it handles over 5 million service requests annually.
After analyzing customer feedback, Johnson Controls targeted two main areas for building a better service experience. First, it wanted to improve access to data and knowledge for service employees, and second, to simplify jobs and best practices to better serve customers.
Oracle Service and its use of machine learning and AI makes for a very rich journey and uplifts the role of service technician to a conveyor of change.
Why Johnson Controls chose Oracle
To accomplish these goals, Johnson Controls needed the best platform to deliver these services, so the company selected Oracle Enterprise Service Management, which includes Oracle Service and Oracle Field Service. The company selected these applications for a low total cost of ownership and improved efficiency, effectiveness, and reduced risk.
After implementation, the company’s sales and service teams replaced siloed applications with a connected platform that delivered an accurate view of data in real time. The company was able to consolidate internal knowledge, take advantage of intelligent assignment and optimization capabilities, while evolving and streamlining practices across the organization.
As the equipment that Johnson Controls services has become more complex, field service teams can now access product information for better service outcomes. For example, if a field service technician is working on an HVAC system, Oracle Field Service ensures all parts are accounted for, verifies the best technician for the work, details the fastest route, and gives the technician real-time data to complete the work efficiently. By eliminating wait times and additional trips, Johnson Controls creates a better experience for both the customer and the field service technician.
Oracle technology is also helping the company use artificial intelligence and digital assistants to transform some low-complexity service inquiries to 100% digital channels. Over time, this will enable Johnson Controls to prioritize more costly service agents to handle more critical service challenges. Despite diminishing in-person visits, Oracle helps the organization increase revenue because the end-to-end solution has improved customer engagement via digital channels, ensuring there are no gaps between the customer and the company.
Using Oracle, Johnson Controls correlates the value created with investments in processes, systems technology, and performance metrics. So far, the company has seen a 99% adoption rate of new processes and systems, significantly changing the way it interacts with its customers.
Accenture helped Johnson Controls accelerate the path to value by expanding Oracle Service across service centers in multiple regions, increasing service margins and creating a consistent process across the centers.