Oracle Field Service | SoftClouds

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.IDEAS
.INNOVATIO
N .INSPIRATION
SoftClouds
Oracle Field Service

About Us
Founded
2005
Other Locations
Hyderabad, India
Delhi, India
Tokyo, Japan
Headquarters
San Diego, CA
Target Market
Majors & Enterprise

Industry Focus
Financial
Hospitality
Healthcare
Technology Airlines
Consumer
Goods
Engineering
& Construction
Industrial
Manufacturing
Communication
Automotive
Utilities
Diversified

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

LOYALTY CLOUD
IDENTITY CLOUD
ANALYTICS CLOUD AUTONOMOUS
DATABASE
CX Expertise

Integrations

What's Oracle Field Service?

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

Oracle Field Service - Features
Location
&
Communication
Mobility Collaboration
Routing
Knowledge
Management
Single Panel
Forecasting
&
Capacity
Integrated Maps

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

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

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

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

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

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

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

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

Our OFS Capabilities

Our OFS Capabilities
UI Design Integration
Data
Migration
Solution
Architecture
Analytics Training
Upgrade
Support
Innovations

UI Design
• Modern UI design
• Personalization & Configuration
• Increased Engagement
• Reduced Clicks & Optimized Journey
• Responsive layout Based on Device

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

Analytics
• Rich look & feel of dashboard/analytics
• Easy to prepare customized role-based
analytics reports
• Customized reports based on roles
• Performance optimization in reports

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

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

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

Training
• On-Site Training
• Design user Profiles
• Customization of Objects
• User Guides/ Manuals

Support
Extended Warranty
& Support
Annual Maintenance
Support
Onshore / Offshore
Models
Flexible Business
Models
Manage Oracle SR’s

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

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

Innovations
Expertise
Solutions
SoftClouds
Innovators Strategic Thinkers Technical Architects
Solution Providers

Thank You

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

Oracle Field Service | SoftClouds

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