Oracle Field Service - Driving CX with More Revenue & Insights | SoftClouds Webinar

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Oracle Field Service
Driving CX with More
Revenue & Insights
www.softclouds.com

Field Service
An Intro

Field Service: What is it?
• Service by workers by visiting a customer’s site
• Services include installation, repairing, and even
maintaining equipment
• Field Service Management (FSM) helps businesses
keep track of all field service operations
• FSM includes orders, vehicle tracking, monitoring
technician’s activities

Fleet Tracking Inventory Tracking
& Management
Quicker
Invoicing
Field Technicians &
Agents Management
Workflow
Standardization
Getting Rid of
Paperwork
Field Service: Applications

Field Service: The Business Need
Industries that benefit
with FSM
Driving digital transformation in
the service economy
• Unlock internal process efficiencies
• More accurate demand forecasting
• Moving towards predictive maintenance
• Optimized scheduling
• Empowered employees
• Redefining business models
• Meet rising customer expectations
• Fire & Life Safety
• Medical Device Enterprises
• IT & Communications Services
• Oil & Gas Enterprises
• Facilities Management Industry
• Industrial Equipment Enterprises
• Construction Industry

3 Ways to use
data to solve
field service
challenges
efficiently
Schedule
dynamically
• Plan route
• Share data
• Use mobile
application data
Be proactive about
arising problems
• Find inefficiencies
• Make use of
predictive analytics
• Use connected
devices to sense
issues
Create a better CX to
boost cross-sell &
up-sell
• Get the right mix,
every time
• Know customer
persona
• Enhance
knowledge of
products & ongoing
offers
Field Service: Data-Driven Management

Field Service: Top 3 Metrics
Mean-Time to Service (MMTS)
How to Improve:
• Invest in inventory
management
• Route optimization with
integrated mapping
capabilities
• Use AI-driven scheduling
software
Measures the ability to have
service technicians arrive at the
customer appointment on time.
Mean-Time to Repair (MTTR)
How to Improve:
• Provide visibility into available
inventory
• Integrate mobile technology
• Embrace innovative & emerging
technologies
Measures the average time
required to repair failed
equipment.
First-Time Fix Rate (FTFR)
How to Improve:
• Improve inventory & spare
parts management
• Assign best skilled workers
• Improve communication
between office & field staff
Measures success of field staff
completing a job the first time
they visit a site.

Field Service: The Numbers
Source: webinarcare | servicefusion | financesonline | fieldcamp | alliedmarketresearch
Organizations use FSM software
48%
96%
50%
Companies using fleet tracking software find it beneficial
Field technicians & service workers will be freelancing by 2025
52% Service companies still do things manually – paper, pens, headaches
80% Field technicians agree that mobile apps increase their productivity
$5.2B
$29.9B
2031
2021
Market
Size

• Fragmented
• Growing
• Adopting Technology Trends
• Effective & Efficient
Source: salesforce
Field Service: Platform Landscape

Oracle Field Service
An Intro

• Enhanced field service experience
• Self-learning & predictive technology
• Automated scheduling for business workflow
• Intuitive tools for quick & easy actions
• Analytics based on status, type, & resources
• Track resources, cost, time, activities, & inventory
• Pre-defined integration with CX platforms
What's Oracle Field Service?

FLEET TRACKING
& ROUTING
CUSTOMER DATA
MANAGEMENT
LOCATION &
COMMUNICATION
SINGLE PANEL
VIEW
FORECASTING &
CAPACITY
MOBILITY
KNOWLEDGE
MANAGEMENT
COLLABORATION
Oracle Field Service: Features

• Fastest optimized-scheduling engine available
• Assign best available resource for tasks using AI
• Automatic resource routing for emergency activities
• Easy configuration of sequential resource routing plans
• Time-based & predictive routing engine
• Multiple routing criteria & plans to suit your business needs
Fleet Tracking & Routing

• Single panel/interface to manage all operations
• Real-time view of field force at the one stop
• Visibility of concurrent field data with Gantt chart, map views, or list views
• Intuitive drag & drop interface with suggestions
• Optimize time & cost through seamless inventory management
• Easily divide long-duration activities into segments across multiple days
Single Panel View

• Browser-based mobile app (iOS & Android)
• Support bring-your-own-device (BYOD) to reduce cost
• Intuitive & seamless form creation, edits
• Increases productivity with:
• Work order views
• Driving directions
• Inventory status
• Availability
• Collaboration tools
Mobility

• Instant communication & knowledge sharing with coworkers
• Streamline communication between employees for better engagement
• Fix issues instantly on field with video collaboration
• Share files & documents for ongoing jobs
• Context-driven chat allows quick communication
• Communicate traffic information or meeting reminders to/from field
• Use Oracle Digital Assistant or a chatbot for fast interactions with field
Collaboration

• Easily monitors the real-time location of field resources
• “Where’s my Technician” sends automated notification to customers
• Sends automated alerts to employees for scheduled appointments
• Automatically updates arrival time with current traffic conditions
• Instantaneously reaches customers through SMS, email, call, or web
• Receives customer satisfaction feedback from survey after job completion
• Keeps your team safe, secure, & compliant
• Integrated map reflects the location of the technician
Location & Communication

Calculate Potential
Productivity for the
Day
Historical Analysis to
Predict Future Demand
& Trends
Understand Skill Gaps
& Areas with Least
Coverage
Adaptive Booking
Based on Various
Criteria
Accurate Estimates of
Completion Time for
Field Events
Manage Quota by
Minutes, Percentage,
or Available Capacity
Forecasting & Capacity

Knowledge
Management
Proactive Answer
Enterprise Content
Search
Integrated Analytics Knowledge Advanced
• Reduce customer
service & support
costs
• Deliver exceptional
customer
experiences
• Improve agent
efficiency &
productivity
• Deliver knowledge
interactions with right
& rich media support
• Ability to control
knowledge by groups
• Context-based
knowledge
management
• Self-learning
capabilities
• Ability to search
multiple sources &
display result in a
single list
• Dynamic dashboards
& report
• Advanced content
management
• Content authoring
• Content search
• Analytics features
• Creates & configures
knowledge advanced
objects like views,
locales, user roles,
groups & content
types
Knowledge Management

Customer Data Management
• Customer Data Hub
• Data Quality
• Enrichment
• Clean Dirty Data with CDM
• Intelligently Matches & Removes Duplicates

SoftClouds & Field Service
Our Implementations
A Few Examples

SoftClouds & Field Service: Background
Diverse Industry & Verticals
Integration with Different Systems like ERP,
CRM/CX, Legal, Payments,etc.
Service & Knowledge Experts
Thought Leadership in the Services Industry
Implemented Multiple Field Service Solutions

Customer 1

SoftClouds & Field Service: Customer 1
• Manufacturer of smart water coolers
• Customized high-quality flavored & sparkling
beverages
• No need for disposable bottles or cans
• Water coolers are Internet-enabled IoT devices
• Software Inventory: Oracle NetSuite ERP & Zendesk
CRM systems store customers, devices & customer
service information

Challenging to manage
real-time warehouse
inventory
Hard to track
locations of trucking
services
Unable to track real-time
efforts & location of field
technicians
Difficult to manage
multiple service
requests
Need for Digital Transformation

• Automated service requests & dispatched field tech
for work order
• Implemented tracking of inventory & truck services
• Integrated between OFSC & NetSuite, Zendesk, &
internal custom applications
• Improved collaboration with message broadcasts &
internal field tech
• Enhanced reporting with a daily extract from OFSC to
reporting tools
The Solution

• Enabled web self-service to request a quote
• Automated work order assignments based on skills & locations
• Forecasted scheduling & resource needs
• Reduced field tech travel time & repeated trips to job location
• Created more job reassignment & field scheduling flexibility
• Collects field tech data during routine visits & pushes it to external reporting tools
• Uses flexible routing plans for dispatchers to prioritize the daily activities
• Unified platform for field technicians to manage their daily activities
• Field technicians can assist customers with ad hoc requests using a mobile app
The Results

Customer 2

• Founded in 1980
• Develops & markets medical devices & software
solutions
• Helps advance emergency care & save lives
• >30,000 employees & serves customers across
100+ countries

Challenging to manage real-time
warehouse inventory
Unable to track field
technicians' real-time efforts
Difficult to manage multiple
service requests
Hard to track the locations of
trucking services
Need for Digital Transformation

• Automate service requests & dispatch field technicians for
work order
• Proactive field technician safety & compliance process
• Inventory & truck services tracking
• Integration between OFSC & Fusion ERP platforms
• Inventory management & trunk stock management
• Message broadcasts & internal field technician collaboration
• Custom branding theme for “Where’s My Technician”
• Forecast field technician availability for the day
The Solution

• Forecast scheduling & resource needs
• Reduced field tech travel time & revisit to job location
• More job reassignment & field scheduling flexibility
• Daily extracts of field operations data into fusion systems
• Track in real-time “Where’s My Technician”
• Improved inventory management process
The Results

Field Service
The FUTURE

Field Service – The Future
Digital Twins
Use of Knowledge
Extended Reality
Platforms
Service &
Services Marketing
Self-Service
Customer Portals
Artificial Intelligence
Remote & Contactless
Service
Internet of Things
(IoT)
Overhauling Risk
Management
Predictive, Proactive, &
Preemptive Maintenance

SoftClouds & Field Service: Our Solutions
UI Design
Solution
Architecture Upgrade
Data
Migration
Analytics Innovations Training Support
Integration

Thank you

Brian J. Friedman
GVP – Global Strategic Sales
415.378.7400
brianf@softclouds.com
www.softclouds.com

Oracle Field Service - Driving CX with More Revenue & Insights | SoftClouds Webinar

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