Every customer-site service visit increases to your cost to serve. Reduce field dispatches using the Internet of Things, analytics, and your centralized knowledge repository to remotely monitor, upgrade, repair, and control assets in the field. Use mobile devices to increase field service effectiveness by downloading customer records and repair history for offline access and updates. Resolve issues through social collaboration. With Oracle Modern Best Practice for Service, you can optimize resources, increase efficiency, and reduce repair time.
Receive alerts from devices or predictive analytics via remote service dashboards. Allow manual initiation of investigation based on observation. Notify service managers.
Confirm issue, investigate causes, and determine the severity via remote diagnosis. Adjust predictive model based on root-cause analysis.
Check knowledge base or collaborate with engineers for applicable fixes. Determine necessity of field dispatch.
Schedule remote service according to the customer’s Service Level Agreement. Confirm service timing before applying fixes. Execute service tasks and send results to the customer. Request field dispatch, if needed.
Ensure the availability of qualified technicians and required material. Reprioritize the field technician work queues, if needed. Confirm visit timing and perform fixes.
Update the asset registries and customer records. Inform customers of results and do a survey of their service experiences.