Companies in telecommunications, utilities, manufacturing, and other industries that provide services via mobile workers are facing two compounding challenges.

First, a generational shift is taking place across their workforces, which is resulting in the most tenured field service team members retiring or leaving the field. As they leave, they are taking with them vast experience, best practices, and decades of earned “know-how” for getting things done.

Second, services are getting increasingly complex. Not only is equipment becoming more technical and connected, but it is also being updated and serviced more frequently than in the past. As a result, service processes must adapt, and field service teams need on-going training and upskilling.

To help our customers address these challenges while continuing to deliver high quality service, we are introducing Workflow Manager within Oracle Field Service, a part of Oracle Advertising and Customer Experience (CX).

With Workflow Manager, our customers will:

• Improve Productivity: Using a preconfigured set of steps for initiating service, diagnosing issues, performing repairs, as well as customer debriefing and upselling enables inexperienced field service workers to complete routine tasks consistently and without extensive training.
• Ensure Quality: Workflows deliver visual guidance to field service teams to complete the steps in a specific order and ensure safety, compliance, and quality.
• Enhance Visibility: Each completed step is recorded to provide real-time monitoring of the progress of a job. As a result, supervisors and dispatchers can view the progress and status of a service activity without disrupting the field service technician.

Oracle Field Service helps schedule, route, and equip mobile workers so they can complete service activities at a customer’s home, office, or installed asset location. The addition of Workflow Manager improves the consistency of service delivery, no matter the level of experience of the field service technician.

Oracle Field Service customers have access to Workflow Manager today.