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Oracle Field Service offers intuitive, AI-powered tools for routing, scheduling, and managing field service technicians. The solution makes it possible to deliver efficient and on-time service experiences—every time.
See how Oracle Field Service can help you.
Get the right field service person to the right place at the right time, every time, using the fastest optimized-scheduling engine available.
Determine the best employee for each job using a unique, ML-generated, performance pattern profile—or work fingerprint—for all field employees. AI-powered predictions leverage those profiles to estimate how long a technician would take to complete the job.
Automate and optimize the scheduling of any type of work, including urgent and emergency work, with no need for human intervention.
Visually compare multiple routing alternatives to maximize routing efficiency and resource utilization rates as well as meet/exceed customer expectations.
Manage field service operations from a single interface with real-time views of all field activities.
Gain real-time views of every job assigned to every field employee, in any combination of Gantt chart, map view, or list view.
Retain the ability to manually assign work through an intuitive, drag-and-drop interface, while allowing the system to make suggestions for work assignments.
Save time and money by knowing what inventory is required for each visit in real time.
Easily divide long-duration activities into segments across multiple days.
Ensure that all time commitments are met by better understanding your current service status and being prepared to act when exceptions occur.
Support your field force in the manner they prefer. Provide your field service team with everything they need to succeed through a browser-based mobile app, iOS, or Android app.
Display the right information for the job based on employee preferences and job requirements.
Support a bring-your-own-device (BYOD) strategy to reduce costs and support third-party contract workers.
Quickly and easily create and edit forms using an intuitive user interface.
Increase productivity by using one mobile tool to easily view work orders, get driving directions, check inventory status and availability, collaborate, and access other critical information.
Streamline communication between employees, providing them with the flexibility to better solve problems, manage their workloads, and collaborate for improved efficiency and better customer experiences.
Improve response time and resolve issues faster by streamlining communication between management, dispatch, help desk, and the field service teams.
Use the experience and knowledge of your entire field service force to resolve issues as they arise.
Streamline peer collaboration through context-driven chat.
Send out important information, safety warnings, traffic information, and meeting reminders.
Work through issues together and find faster resolutions by seeing the exact problem on the customer’s screen.
Know your field service team members’ locations in real time. Monitor how efficiently they’re getting to and from scheduled appointments, all while keeping the customer informed of progress all the way up to the tech’s arrival onsite.
Get a comprehensive view of your field service employees’ geolocations from their mobile devices and/or vehicles.
Inexpensively monitor contract or seasonal employees through their mobile devices.
See suggested routes on a map and compare them to the actual path the worker traveled. Receive alerts for any noncompliant travel.
Keep your team safe, secure, and compliant throughout the workday.
Increase your field service success rate by confirming customer appointments the day before—or even the day of—the service call.
Better understand your customers' satisfaction levels with automated post-appointment surveys.
Proactively reach your customers on their preferred method of communication (SMS, email, voice, and/or web).
Give customers a tool to fully understand their service status by viewing real-time service appointment information on a map, from any web browser, and then allow them to provide instant feedback with ratings and comments.
Take planning further. Discover future demand and make intelligent staffing decisions. Accurately calculate how much work can be completed each day, based on your available workers, their skills, work zones, and work types.
Better understand your field staffing needs with historical analysis that helps you to identify trends and predict future demand.
Create long-term field operations plans and track performance against those plans in real time.
Discover skill gaps and insufficient coverage areas for better hiring and training.
Test what-if demand and capacity scenarios to see how factors such as marketing campaigns and sales promotions impact demand.
Improve your resource utilization with instant visibility into workforce capacity.
Flexible booking models support direct, quota, time-slot–based, and availability-based booking.
Reduce costs and manage resources more efficiently. With accurate predictions of how long each field event will take, you’ll always know your workforce’s true capacity.
Achieve superior resource utilization by managing quota by minutes, percentage, or available capacity.
The most accurate scheduling for your business’s field service operations.
Automatically update travel time with real-time traffic and travel conditions.
Leverage travel data from your map provider to help your mobile workforce get to locations quickly and efficiently.
Connect your customer service and field service operations with your business supply chain using our complete service solution.
Manage service requests across multiple changes with central access to the right answers from across your organization.
Route, schedule, dispatch, manage, and locate your field workforce more efficiently.
Provide easy-to-use tools for field technicians to collaborate in real time, accept inventory transfers, and take on new assignments—all to increase team productivity and customer satisfaction.
Improve your parts inventory management. Enable service center agents to check parts availability, order and manage parts delivery, manage trunk stock, and initiate returns directly from a service request.
If a repair can’t be performed onsite, easily generate a return material authorization (RMA) so the asset can be returned for repair. Then, quickly and easily create a work order, complete the repair, and ship the asset back. You have complete visibility throughout the depot repair process to ensure effective, efficient repairs and optimize resource usage.
Better manage your service charges by letting your technicians review, correct, or update any labor, part, or expense costs incurred while they performed a service.
Avoid costly mistakes and missed service charges. Easily capture and review all service costs and analyze that data to make improvements and drive profitability.
Field workers are more efficient due to a reduction in the number of repeated trips to a site and by maximizing daily job completion rates. Some areas have seen more than a 7 percent productivity increase.
— Mark Williams, Senior Manager, Motoring Technologies and Support Services, NRMA
Optimize your field service teams, by automatically assigning and routing field service workers based on SLAs, their particular skills, location, availability, and individual performance patterns.
Improve field employee compliance with real-time monitoring to deliver automated, event-based customer communications at any point during the service cycle.
With an easy-to-use mobile workforce solution and enhanced digital tool sets, you can improve collaboration, communication, and innovation, and support any current and future business processes.
Use self-learning, AI-assisted scheduling and routing to streamline and scale workforce assignments, reduce costs, and improve the customer experience. Leverage enhanced knowledge management, collaboration, and mobile tools to train and onboard new employees.
Connect your field service management solution with CRM and back-office applications for a total, always-up-to-date view of field service operations and logistics. Only Oracle offers a true CRM, field service, and back-office service solution.
John Ranalli, Principal Product Manager, Oracle
Companies have more data than ever before, but only a few have figured out how to manage, consolidate, and leverage it to personalize their customers’ experiences. Field service is an integral part of customer experience, and it relies heavily on data. With the right focus, the insights your field workforce brings to the table can be highly valuable to your overall business.Read the complete post
Get up to speed on the latest releases of Oracle Field Service and ensure that your upgrade is successful. Review the latest features including the innovations, capability overviews, business benefits, setup considerations, and usage tips.
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Field Service. You'll find all of these resources and more in the Oracle Help Center.
Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales cloud, marketing cloud, and service cloud solutions—directly to Oracle development.
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Customer service is all of the interaction points that a company has with customers after (and even before) they buy and use products/services. It includes digital self-service activities or assisted activities—through a contact center—with the purpose of offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.