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Oracle Field Service | SoftClouds

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Oracle Field Service | SoftClouds

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What is Oracle Field Service?
*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 is Oracle Field Service?
*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

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Oracle Field Service | SoftClouds

  1. 1. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved .IDEAS .INNOVATIO N .INSPIRATION SoftClouds Oracle Field Service
  2. 2. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved About Us Founded 2005 Other Locations Hyderabad, India Delhi, India Tokyo, Japan Headquarters San Diego, CA Target Market Majors & Enterprise
  3. 3. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Industry Focus Financial Hospitality Healthcare Technology Airlines Consumer Goods Engineering & Construction Industrial Manufacturing Communication Automotive Utilities Diversified
  4. 4. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved What we DO Proactively identify needs & introduce innovative solutions Own deep technical expertise essential for today & tomorrow Enterprise level service & Resolve solutions history Understand today’s need for tomorrow’s demand Proven methodology along with a flexible approach Trusted partner with innovation at core
  5. 5. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved LOYALTY CLOUD IDENTITY CLOUD ANALYTICS CLOUD AUTONOMOUS DATABASE CX Expertise
  6. 6. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Integrations
  7. 7. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved About Us Founded 2005 Other Locations Hyderabad, India Delhi, India Tokyo, Japan Headquarters San Diego, CA Target Market Majors & Enterprise
  8. 8. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Industry Focus Financial Hospitality Healthcare Technology Airlines Consumer Goods Engineering & Construction Industrial Manufacturing Communication Automotive Utilities Diversified
  9. 9. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved What we DO Proactively identify needs & introduce innovative solutions Own deep technical expertise essential for today & tomorrow Enterprise level service & Resolve solutions history Understand today’s need for tomorrow’s demand Proven methodology along with a flexible approach Trusted partner with innovation at core
  10. 10. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved LOYALTY CLOUD IDENTITY CLOUD ANALYTICS CLOUD AUTONOMOUS DATABASE CX Expertise
  11. 11. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Integrations
  12. 12. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved What's Oracle Field Service?
  13. 13. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved What's Oracle Field Service? • 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
  14. 14. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Oracle Field Service - Features Location & Communication Mobility Collaboration Routing Knowledge Management Single Panel Forecasting & Capacity Integrated Maps
  15. 15. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Routing • 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
  16. 16. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Single Panel • 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
  17. 17. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Mobility • 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
  18. 18. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Collaboration • Instant communication & knowledge sharing with coworkers • Streamline communication between employees for better team 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
  19. 19. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Location & Communication • Easily monitor real-time location of field resources • “Where’s my Technician” allows to send automated notification to customers • Automated alerts to employees for scheduled appointments • Automatically update arrival time with current traffic conditions • Instantaneously reach customers through SMS, email, call, or web • Customer satisfaction feedback from survey after job completion • Keep your team safe, secure, and compliant • Integrated map reflects the location of the technician
  20. 20. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Forecasting & Capacity 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
  21. 21. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Knowledge Management Knowledge Management Proactive Answer Enterprise Content Search Integrated Analytics Knowledge Advanced • Reduce customer service & support costs • Deliver great CX • 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 results in a single list • Dynamic dashboards & report • Advanced content management • Content authoring • Content search • Analytics features • Helps create & configuring KA objects like views, locales, user roles, groups & content types
  22. 22. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Customer Data Management • Customer Data Hub • Data Quality • Enrichment • Clean Dirty Data with CDM • Intelligently Matches & Removes Duplicate
  23. 23. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our OFS Capabilities
  24. 24. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our OFS Capabilities UI Design Integration Data Migration Solution Architecture Analytics Training Upgrade Support Innovations
  25. 25. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved UI Design • Modern UI design • Personalization & Configuration • Increased Engagement • Reduced Clicks & Optimized Journey • Responsive layout Based on Device
  26. 26. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Solution Architecture • Build custom solution stacks, workspace, & workflows • Dynamic agent interface & dashboards • Get customized industry/business processes • Customize needs of contact, group, & companies etc., • Automated work order creation to reduce back-office cost & time
  27. 27. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Analytics • Rich look & feel of dashboard/analytics • Easy to prepare customized role-based analytics reports • Customized reports based on roles • Performance optimization in reports
  28. 28. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Upgrade • Manage oracle auto upgrade schedule • Plan upgrade process • Environment readiness, upgrade & refresh test site • Migration to newer versions of managed frameworks • Removing unused older version widgets • Upgrade OFS framework versions in all environment
  29. 29. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Data Migration • High level security to maintain information • Agents - Contact • Company - Group • Powerful field mapping from old systems to OFS • Complete data migration tasks efficiently • Maintain customer service requests by importing to OFS
  30. 30. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Integrations • Oracle CX B2B Sales • Oracle Marketing Cloud • Oracle Commerce Cloud • Oracle Service Cloud • Oracle Siebel • ServiceNow • Salesforce • Service Logistics • Address Validation • Social • Internet of Things • Mobile/Tablet • Outlook Platforms • Other Third-Party Applications like Adobe, DocuSign, OKTA, Shipping Label, JIRA MS Outlook
  31. 31. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Training • On-Site Training • Design user Profiles • Customization of Objects • User Guides/ Manuals
  32. 32. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Support Extended Warranty & Support Annual Maintenance Support Onshore / Offshore Models Flexible Business Models Manage Oracle SR’s
  33. 33. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved iNNOVATiONS • OFS - Siebel hybrid solution • OFS - IOT connector • OFS Knowledge - SFDC connector • OFS - Bold360 connector • OFS - Chat translation • OFS - ReQorder screen recording • OFS - AWS data archival connector
  34. 34. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Why SoftClouds? • Well Balanced & Experienced Team • Team that has Delivered Successful Solutions • Strategic Thinking & Solution Providers • Excellent Leadership Skills • Working Knowledge with C-Level • Flexible Business Models: Fixed Bid, Time & Material • Execution Locations: On-Site, Off-Site, Off-Shore
  35. 35. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Innovations Expertise Solutions SoftClouds Innovators Strategic Thinkers Technical Architects Solution Providers
  36. 36. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Thank You
  37. 37. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Brian J. Friedman GVP – Global Strategic Sales 415.378.7400 brianf@softclouds.com www.softclouds.com

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