Asset-based Service for High Tech and Manufacturing

Asset management and IoT monitoring

Improve efficiency and increase the value of your assets. Optimize asset availability, maintenance, and utilization through continuous remote tracking and visualization of usage, condition, performance, and operating environments.

• Product Tour: Service Monitoring for Connected Assets and IoT

Asset management

• Deliver full lifecycle support: Manage the entire lifecycle of your physical assets to achieve complete visibility into your proactive maintenance and field service operations. Track any asset—whether owned or borrowed—anywhere, anytime.
• Streamline processing: Automate the process of creating incidents and updating your asset information so you always have the latest and most accurate information.

IoT monitoring

• Automate incident creation through native integration: Policy automation capabilities within Oracle Intelligent Advisor can auto-resolve issues, escalate issues to field service teams, automate responses, or bidirectionally communicate with the device.
• Auto-resolve issues: Oracle Service resolves known and high-risk issues automatically by sending commands directly to assets and devices.

Contract, warranty, and subscription management

Meet business and performance obligations and gain real-time visibility into which entitlements—whether services, rates, or discounts—are covered as part of a subscription package.

Contract and warranties

• Automatically cover customer assets with warranties: Built-in entitlement checks allows you to provide the correct service at the right time.
• Manage SLAs and service pricing adjustments or covered products: Meet contractual performance obligations and enforce business rules.

Subscription management

• Improve field service visibility: Field service teams have real-time visibility into which entitlements are covered as part of a subscription package.
• Offer customers self-service: Let customers control their subscription orders and accounts without the help of a sales rep or customer service agent. Self-service functionality lets customers easily purchase or change subscriptions.

Service request and case management

Manage customer interactions and agent workloads across digital and traditional channels. Diagnose and resolve issues with integrated IoT, knowledge, collaboration, and asset-based recommendations. Create field service work orders and schedule that appointment from within the service request.

• See Oracle Service in action (2:16)

• Eliminate fragmented customer service experiences: Provide B2B customer service agents with the tools they need to solve extremely complex customer problems. With the agent console, your people can reach across departments to access information from any needed system—such as ERP, supply chain, commerce, and billing—and apply cross-functional business processes to best help customers.
• Improve agent productivity and engagement: Increase agent productivity with intuitive tools, including agent scripting, contextual workspaces, guided assistance, and real-time analytics. Give agents a robust set of collaboration tools to find answers faster.
• Effective workload management: Automatically route incoming call center and help-desk cases to the best agent based on your business rules and requirements.
• Improved interaction workflows: Leverage dynamic, task-based workflows that adjust to each agent’s skills, situational context, and customer sentiment to deliver the best possible customer service to each individual.

Service activity planning and scheduling

Optimize service delivery by automatically assigning and routing field service workers based on SLAs, their skills, location, availability, and individual performance patterns.

• Get to know Oracle Field Service (1:53)

• Accurately predict staffing needs: Meet forecasting and workload management goals, predict future demand, build long-term plans, and track performance.
• Optimize resource utilization: Configure your service model to meet operational efficiency, cost management, and customer experience goals.
• Automate scheduling and routing: Ensure on-time arrivals, reduce distance driven, eliminate unnecessary truck rolls, and complete more jobs per day.

Field technician enablement

Improve first time resolution by enabling field technicians to access critical information, escalate issues, and get on-demand support.

• Making Sense of Field Service Knowledge and Collaboration (PDF)

• Complete service activities anywhere: Access critical job details and capture required information to serve customers in the field—whether online or offline.
• Simplify complex activities with preconfigured workflows: Provide guided assistance to mobile workers, shorten onboarding time, and ensure service consistency.
• Access knowledge while engaged in service activities: Leverage manuals, videos, articles, schematics, and other documents in your mobile application to get answers and solve issues.
• Connect and collaborate with your team: Share expertise, jobs, parts, and tools to solve customer problems and complete more jobs on the first try.

Service parts inventory and logistics

Coordinate parts delivery for onsite troubleshooting and arrange product returns for repair, loaners, and replacements. Enable mobile workers to order, receive, transfer, and reserve parts for their future usage.

• Product Tour: Depot Repair
• Product Tour: Service Logistics

Depot repair

• Estimate, repair, and return: Provide your customer with an estimate of the repair cost and generate a return material authorization to allow for easy repair. Quickly and easily create a work order, execute the repair, and return the repaired asset to your customer.
• Complete visibility: Manage the entire workflow in your repair organization with linkages to orders, charges, shipments, and invoices. Optimize resource usage and properly bill for services.

Optimized part logistics

• Order parts: Easily check availability and order a service part from within a service request.
• Fulfill part orders: Ensure that the right part is quickly sent to the right place.
• Manage trunk stock: Enable field service technicians to easily order, receive, transfer, and reserve parts for their trunk stock, ensuring they always have the right parts to perform their work.
• Initiate returns: Initiate return material authorization for customer returns within a service request.

Service billing and debrief

Capture and record the time, labor, and parts used and other service cost details. Then submit reviewed charges for billing to receive timely payment for services rendered. Automatically apply contract discounts and generate receivables for customer billing.

• Product Tour: Service Billing

Capture cost and initiate billing

• Capture service costs: Ensure that service costs are properly captured and recorded, then analyze those costs to drive profitability improvements in your service business.
• Initiate customer billing: Submit reviewed charges for billing to receive timely payment for services rendered.

Service debrief

• Review charges: Properly review charges for parts, labor, and expenses incurred while performing services.
• Adjust charges: Easily make any necessary corrections and/or updates to charges for parts, labor, and expenses, ensuring accurate billing along with proper cost recording and asset updates.

Customer self-service

Help customers find critical answers fast — on their terms. Connect your customers to everything from account and asset information to service agents.

• See customer self-service in action (1:45)

• Give customers choice and convenience: Provide immediate service to customers through their preferred channels, such as digital assistants, video chat (PDF), and SMS.
• Help customers find answers to common problems: Deflect minor service inquiries away from service teams and enable customers to self-diagnose and solve issues quickly.
• Let customers track and manage field service appointments: Send notifications to customers via email or SMS and give them real-time visibility of mobile worker arrival status with options for rescheduling service activities.
• Offer user-defined alerts: Define the types of device events and predictions that should generate notices. Define and scale based on alert or warning severity, from those that need minor attention to those that need immediate incident reporting.