By Fiona Guy-Oracle on May 16, 2016
Fiona Guy | Product Manager Oracle Policy Automation
(This blog originally appeared in the Oracle Service Cloud Product Newsletter: March 2016)
Meet Saffron, she’s a safety inspector with a large manufacturing company. It’s her job to head onto worksites to check they comply with the relevant health and safety rules. Saffron is friends with Jake, a mobile technician who provides on-site customer support.
Both are frustrated by their jobs.
Because the technology they are using is impeding their ability to deliver. For Jake, when he’s onsite with a customer it takes him a long time to identify the cause of the problem, the customer is often impatient (or worse, wants a particular answer) and he needs to make a call or go back to the office to resolve the issue. He doesn’t have the tools at hand to offer the customer a better product where one is available. Invariably, each interaction ends with an unhappy customer, and an unhappy Jake.
Saffron likes the people she meets in her inspections but is frustrated by finding when she returns to the office that she has missed collecting key information. Reporting her findings is a huge drain on her day.
With Policy Automation, life could be so much easier. Oracle Policy Automation (OPA) is an end-to-end solution for capturing, managing, and deploying policies in Oracle Service Cloud. OPA’s mobile capability allows agents in the field to:
Collect only the necessary information, and all necessary information. Policy Automation intelligently selects the next question based on previous answers, and if it already knows some information from previous interactions, it won’t bother asking it again. Quick, simple, and respectful of your staff and customer’s time.
Answer the question, correctly. Policy Automation doesn’t just direct the technician (or customer themselves) to an article and ask “does this answer your question” but actually applies the policy to the issue at hand to provide exact advice for the customer’s situation. So for Saffron, it won’t just provide guidelines on how to manage workplace safety, it will ask her for detailed information about the site (number of employees, chemicals onsite etc) and provide her with all of the checks required for the specific situation. It can also trigger intelligent suggestions to related information (advice or knowledge) and products (for customer product recommendations/upsell). Flexible updating means that the answer reflects the current state of your policy so your field agents don’t need to memorize every policy change themselves. Oh and you get reasons for the decision, great for on-site service with customers who like to know every last detail.
Resolve the issue. Policy Automation’s write once, deploy anywhere approach means you will get the same answers on your mobile device as on your back-end system. You can work without network coverage, so Jake won’t need to hang out of a customer’s window to try to get a signal. Data automatically synchs up when you’re back online and can be used with Policy Automation’s cloud and on-premise document generation capabilities to produce the reports you need. When you have finished your work in the field, you have finished your work in the office.
Evaluate the result. Decisions can be saved with an automatically generated audit report, explaining how policies were applied in each case. More than just surviving audits by showing consistently accurate decision making, this capability allows the business to proactively evaluate whether decisions are being made effectively, efficiently, change rules, and compare results. In other words, you can use Policy Automation to improve and refine your policies in future.
So what does that mean for Saffron and Jake? It means that the decisions they make are compliant, resolved as quickly as possible and leaves them and the customers feeling a whole bunch better about the interaction.