Monday Nov 23, 2015

Why Outstanding Service is the ‘New’ Marketing in Today’s Customer Powered Economy

By Jeff Lundal, Group Vice President, Oracle Service Cloud

There are several known pain points keeping today’s Chief Marketing Officers (CMO’s) up at night.  And let’s be honest, the pain points haven’t changed that much over the years.  For instance, how do I quickly and effectively grow customer retention and brand loyalty?  How do I increase brand advocacy?  How do I show my Chief Executive Officer and Chief Financial Officer solid return on investment regarding marketing spend? 

Just as the Head of Customer Care strives to deliver impactful service across new and evolving experience channels with an ever shrinking budget, the CMO must quickly deliver measurable customer and revenue results for minimal marketing spend.

Adding to these traditional complexities, the CMO is now confronted with the rapid evolution of today's empowered consumer. This makes the jobs of current CMOs even more complex as they struggle to determine how best to attract and retain both new and emerging customer personas.  Think about the millennial who is not only proficient at interacting across traditional and new channels, but expects immediate recognition and satisfaction.

So how do CMO’s successfully meet their best customers when and where they reside?  And what if your brand delivers a terrible experience? Rest assured that the rate with which consumers will drop your brand or stop using your product will astound you!  Don’t believe it? Well in fact, 89% of customers have switched brands due to a bad customer experience.1  This is a scary proposition for any organization. Why should CMO’s care about Service?  It comes down to a few key things… 

Service is no longer just a department, it’s an engagement strategy.
If a brand’s online customer service experience is the ‘front door’ to their business, then why is service so often relegated to the back end “complaint” department?  Especially when according to Mike Johnston, from The Chartered Institute of Marketing, research shows that “it can cost up to 30 times as much to get a new customer as it does to keep an existing one. It pays to stay very close to your customers, so you know their exact needs, today and tomorrow. Your aim is to be irreplaceable as their supplier."  For modern brands, relegating the service department to an afterthought is a strategy for disaster. The key to success is a customer engagement strategy that is will set your business apart.  This is a fundamental change and is the starting point for CMO’s looking to differentiate their brand.

Your brand is not defined by your message.  It’s defined by the experiences you deliver.
Millennial buying power is growing rapidly and they are taking full advantage of the varied modern technology landscape including SnapChat, Twitter, and peer communities.  So now more than ever it is not what you, the marketer, are saying about your brand, but what your customers are saying about your brand.  And customer brand advocacy begins with exceptional service, not marketing messages.  Gartner outlines it pretty clearly, “Today's customers own the conversation they are having with your organization. They are more self-reliant and self-sufficient than ever before, wanting to take care of business via their preferred mode of engagement whenever convenient.2

Delivering an impactful personalized service experience in today’s digital landscape is a smarter and more cost effective marketing approach for modern brands.  Something as simple as including personalized chat during the acquisition process can drive a 33% rate in conversion.  In addition, Gartner research shows that over 75% of customers prefer to use self-service and that they expect a self-service option in the different engagement channels.2

Understanding the experience at every brand, customer touch-point is crucial.
No matter how successful a marketing organization you are, if you are losing customers out the back door due to poor experiences your reputation and revenue suffer.  No one within the organization knows customers’ engagement habits, pain points, and moments of delight more than the service team.  They can share valuable insights from across the social, mobile, and web experiences that will inform new, relevant marketing campaigns.  Partnering with service from the beginning also helps to ensure the marketing and service experiences are connected.  Delivering an exceptional, seamless experience from the back end systems directly to your digital front door is crucial.  A unified experience across touch points reduces customer frustration and builds brand loyalty. 

According to Gartner, during the next five years, 25% of leading companies will extend their CRM technology goals by tying together disparate systems in a more holistic approach that pivots around the needs of the customer. For example, the customer service contact center has evolved into a customer engagement center with the goal to support social media, such as Facebook and Twitter, as well as online community activities. Other departments such as marketing, digital commerce and sales will join with IT leaders to develop plans for the CEH. In 2015, only 5% of organizations have the technologies and processes in place to provide a consistent customer experience across departments and channels. The need to support the anytime-anywhere customer (including on mobile devices, smart devices, and in social networks) and heightened business awareness is making this a top issue among customer service managers.3  So imagine the power of teaming with service from the word ‘go’ to deliver an integrated customer engagement.

Whether you are flying on Virgin America or buying a gift at Nordstrom, customers can experience how some marquee brands are delivering on best-in-class service.  There is an undeniable credibility that comes with a great service experience. It also costs companies dearly to regain a customer after they have lost them, more so than it does to keep current customers happy.  So next time you are thinking about how to solve some of these CMO dilemma’s think how to partner with your service organization as a first step to achieving retention, advocacy, and ultimately sales revenue goals. 


1 “Global Insights on Succeeding in the Customer Experience Era” Oracle, February 2013

2 Brian Manusama, “Best Practices for Implementing Customer Self-Service” Gartner, September 11, 2015.

3 Michael Maoz and Jenny Sussin, “Hype Cycle for CRM Customer Service and Customer Engagement” Gartner, July 17, 2015.  

Thursday Nov 19, 2015

5 Things the Best Field Service Organizations Do

“Service can be as creative and innovative as engineering.”

That’s what Aly Pinder, Senior Research Analyst at Aberdeen Group, believes. In fact, Pinder says that as product offerings across all industries become more commoditized, service is quickly becoming one of the best ways firms can effectively compete.

Service these days is a broad term that encompasses everything from web and video chat to customer service delivered via our favorite social channels. One critical type of customer service in this competitive landscape is field service – when a mobile employee arrives at a customer’s home or business to deliver a product or service. Having a cutting-edge field service management strategy can be the difference between offering free, same-day delivery and a customer waiting for weeks for their new purchase.

Yet, Pinder’s global research reveals that many organizations struggle to deliver this level of exceptional service, with only a small few that achieve excellence.

This group is considered elite because they take strategic actions driving field service excellence. Today’s best-in-class field service organizations are:

  • Investing in mobile tools to provide technicians with better access to information in the field
  • Actively improving how they forecast and plan for future field service demand
  • Increasing the availability of service knowledge in order to diagnose and resolve service issues more quickly
  • Developing standardized scheduling processes
  • Increasing the frequency of training for field technicians

There’s a clear opportunity for any firm with a field service organization to excel through service if they can adopt these key tenets of modern field service management.

Interested in learning more about how to apply these strategies to become a best-in-class field service organization? Check out this replay of a recent webcast hosted by Aly Pinder and Oracle Service Cloud’s Jeffrey Wartgow – “Modern Field Service Adds Value for Customers” – to learn more about:

  • Top challenges facing field service leaders today – the roadblocks that stand in the way of field service excellence and how to overcome them
  • Goals driving field service transformations
  • Industry shifts keeping field service leaders up at night
  • Characteristics that define field service excellence
  • The profile of the future field worker – and how field service technology is evolving to support this modern mobile employee

Watch the replay of the entire webcast here.

For additional insights from Aly Pinder about the growing role field service employees have in growing brands through exceptional service delivery, read his recent blog post.

Monday Nov 16, 2015

Toshiba Medical Systems Europe Transforms the Customer Experience with Oracle Service Cloud

How does a world leader in medical diagnostic equipment, which provides the most cutting-edge imaging solutions in the industry, raise the bar even higher? By zeroing in on a strategy for ensuring machine uptime and consistently superior customer service, and building a world-class customer service organization to make this vision a reality.

Part of the Toshiba Group, Toshiba Medical Systems is one of the world’s leading providers of medical diagnostic imaging applications and comprehensive medical solutions. As a leader in its space, the company continuously promotes innovation in the industry, incorporating cutting-edge technologies into its medical imaging solutions. The company is also constantly looking for new ways to improve the service it provides to customers across the globe. Toshiba Medical Systems knows that to continue differentiating itself as a leader, it needs to adapt to changing customer expectations, ensuring every service experience is a positive one.

Recognizing the value of service delivery as a competitive differentiator, Toshiba Medical Systems saw an opportunity to leverage the technology to completely transform this part of its business. The company has partnered with Oracle Service Cloud in an initiative to elevate customer experience while streamlining its service operations using its comprehensive solution suite.

“With Oracle Service Cloud we are taking the next step, entering a new era of customer service: delighting our customers with the support we provide and empowering our employees with state-of-the-art applications to do their work,” says Johan Lombaerts, Senior Manager Service, at Toshiba Medical Systems Europe. “In doing so, we strive to strengthen and streamline communication with customers, provide them the ability to choose their preferred communication channel and access self-service tools at their convenience. It is also our goal in this initiative to increase employee satisfaction for back-office staff and field engineers, and improve the accuracy of the data we collect in order to strengthen our analysis capabilities and continue improving.”

Toshiba Medical Systems Europe will deploy the Oracle Service Cloud’s contact center and Oracle policy automation solutions, along with Oracle Field Service Cloud. The company will leverage these solutions together in order to:

  • Streamline communication with customers, routing incoming calls or incidents to 100 agents on the customer’s preferred channel, including phone, chat, SMS, email and an online portal
  • Provide agents with the tools they need to easily determine a customer’s entitlements on their medical equipment
  • Ensure that critical customer and asset data is shared with resources at every step of the service process – contact center representatives, dispatchers, field resources and even supervisors
  • Improve response times when maintenance is required on assets in the field, reduce asset downtime and customer disruption
  • Drive operational efficiencies in the maintenance and repair of its medical devices, improving field engineer productivity while reducing costs associated with travel and overtime
  • Empower over 350 field engineers by providing them with access to relevant knowledge and peer-to-peer collaboration tools in the field via their mobile devices
  • Improve accuracy of the data collected in the field and ensure that it gets recorded and shared across the organization properly

By deploying Oracle Service Cloud cross-channel contact center, policy automation and field service management solutions, Toshiba Medical Systems Europe will completely transform the entire service process – from the time a customer calls into the contact center to report an issue to service fulfillment and data capture in the field, all the way to customer feedback. Toshiba’s customers will have a more positive experience thanks to streamlined communication and more personalized service, and face less disruption in their day-to-day operations due to Toshiba’s ability to respond quickly and resolve issues faster. For Toshiba, more efficient processes, increased engineer productivity and customer satisfaction will translate into a major improvement in the bottom line and drive revenue.

To learn more about Oracle Service Cloud and Oracle Field Service Cloud solutions, and the value they provide to customers across the globe, visit

About Toshiba Medical Systems Europe
With headquarters in Zoetermeer, The Netherlands, Toshiba Medical Systems Europe (TMSE) markets, sells, distributes and services radiology and cardiovascular systems, including CT, MR, ultrasound, X-ray and cardiovascular equipment, and coordinates clinical diagnostic imaging research for all modalities in Europe. For more information, visit the TMSE website at

About Toshiba Medical Systems Corporation
Toshiba Medical Systems Corporation is a leading worldwide provider of medical diagnostic imaging systems and comprehensive medical solutions, such as CT, X-ray and vascular, ultrasound, nuclear medicine and MRI systems, as well as information systems for medical institutions. Toshiba Medical Systems Corporation has been providing medical products for over 80 years. Toshiba Medical Systems Corporation is a wholly owned subsidiary of Toshiba. Visit Toshiba Medical Systems Corporation’s website at

Thursday Nov 12, 2015

Oracle Announces Oracle Service Cloud Knowledge Advanced

Oracle Service Cloud Advanced Knowledge Enhancements Help Organizations Reap the Benefits of the Cloud, While Improving Customer Experiences and Reducing Support Costs.

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle announces the release of
Oracle Service Cloud Knowledge Advanced. The Knowledge Advanced edition leverages key capabilities from our best-in-class knowledge management solution, Oracle Knowledge Enterprise (formerly InQuira). Oracle Service Cloud Knowledge Advanced brings key capabilities of Oracle Knowledge Enterprise to the cloud, offering our customers a robust set of features and capabilities in the cloud, with simpler administration, and a lower cost of ownership.

Just like Knowledge Foundation, Knowledge Advanced is fully integrated into Oracle Service Cloud, enabling organizations worldwide to effectively create and refine their knowledge assets to deliver a seamless cross-channel customer experience in over 30 languages for both end customers and contact center agents.

Oracle Service Cloud Knowledge Advanced delivers rich capabilities including highly accurate search using natural language processing and self-learning algorithms, flexible authoring and workflow, rich analytics and customizable self-service and agent-facing knowledge applications.

Some other key capabilities of Knowledge Advanced include:

  • Fine grained control over search results with Intents + Industry Dictionaries, Machine Learning and Search Tuning with Impact Analysis
  • Federated search (External Content Crawling (HTTP)) and Deep Search (excerpts from within Documents (word, PDF) )
  • Advanced Authoring with Configurable Answer Templates and Versioning (Version control, Audit, Comparisons)
  • Expanded Language Capabilities with Cross-Lingual Search (search in one language and find answers in other languages) and Full NLP (Natural Language Processing) Dictionaries in over 30 Languages


Additionally Knowledge Advanced brings new knowledge functionality within the Agent Desktop and Customer Portal. Several new capabilities have been introduced to Agent Desktop including a quick tool window, favorites, the ability to link and unlink answers, faceted search, and intent based search results. The Intents feature introduced allows agents to quickly find the most relevant answers for common queries. The subscription feature is designed to improve the knowledge experience for agents by tracking changes to their favorite articles.

Knowledge Advanced for Customer Portal also introduces new functionality including a set of new widgets to expose the advanced capabilities. The new design and styling is compliant with Oracle Service Cloud style and allows for greater extensibility.  Intents, allows administrators to tie together requests for information that are not always linguistically connected, to push a specific article or articles to the top of the search results. Answer highlighting enables users to quickly navigate and find answers even when searching within large documents such as PDF files or Word documents.

To learn more about Oracle Service Cloud Knowledge Advanced please read the news release or check out the detailed Oracle Service Cloud Knowledge Advanced data sheet! 

Wednesday Nov 11, 2015

4 Takeaways from Webcast Guest Speaker Kate Leggett: Get Going with Modern Customer Service

Want to Get Going with Modern Customer Service but you don’t know where to start? Here are 4 takeaways from CustomerThink’s webcast with Forrester Analyst Kate Leggett and Oracle CX Strategist JP Saunders.

1. Service is Vital to Customer Experience (CX)

Make service a core part of your CX strategy. Why? Customers have more interactions with your service organization than any other business function. As a result, investing here can lead to dramatic gains in your customers’ overall experience.

2. Omni-channel is an Evolution, Not a Revolution

Modernization doesn’t happen overnight. It occurs in stages where you lay foundational elements like FAQ knowledge to ensure consistent answers across channels. When you take this evolutionary approach, the efficiencies you gain in early stages help pay for future service improvements.

3. Get Going with a Multi-Channel Strategy

To ‘Get Going’ with your multi-channel strategy, you need to invest in three key areas:

  • Empower customers with self-service
  • Provide multiple choices of channels
  • Enable customers to help each other

Empowering customers to find their own answers online is critical because web self-service now surpasses phone as customers’ most preferred support channel. A good self-service strategy not only reduces service volume and costs, it also increases customer satisfaction and loyalty.

Providing multiple channels of choice enables you to serve customers where they are. But you also need to give them the ability to start in one channel (e.g. web self-service) and move to another (e.g. chat or email). To do that, you must connect your service channels and provide answers from one knowledge base.

Enabling customers to help each other in social communities not only gives them another way to find information quickly, it also keeps your content fresh; and boosts buyer confidence as peer-generated content fosters trust. In addition, you deepen customer affinity for your brand.

4. Use the Phone to Build Trust

Once your self-service site is established, you can use the phone channel for more complex inquiries requiring agent assistance. These higher touch interactions provide the kind of personalized guidance that helps strengthen customer relationships and loyalty.

To listen to the full webcast, please click here.

Wednesday Nov 04, 2015

Oracle Announces Knowledge-Centered Support (KCS) v5 Verification

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle is pleased to announce the achievement of the latest KCS Verification v5 for Oracle Service Cloud Knowledge Foundation and Oracle Knowledge Enterprise. The Consortium for Service Innovation (CSI) has developed a KCS verification program, which is a formal process for assessing vendor tools and verifying their ability to support KCS practices. By meeting this series of functional criteria and required scenarios developed by CSI KCS experts, Oracle has successfully demonstrated both our cloud and on-premise knowledge products are enabled to support KCS best practices.

What is Knowledge-Centered Support (KCS)?

Knowledge-Centered Support is a proven knowledge management methodology developed for service and support organizations and tested by the members of the not-for-profit Consortium for Service Innovation. KCS is a rich methodology involving a set of practices for creating and maintaining knowledge in a support environment.  KCS Methodology is designed to help support organizations capture and structure knowledge in the context of customer interactions. Results include improvement in organizational efficiency, and higher customer satisfaction

How Does KCS Verification Benefit our Customers?

At Oracle we believe Knowledge Management is essential for delivering an exceptional customer experience, and increasing customer loyalty. In the contact center, access to timely information at the point of need is critical for empowered, efficient agents. On the Web, customers expect to find answers to their questions quickly and easily, when and where they need it. In order to deliver this experience knowledge must be delivered seamlessly, quickly and consistent across all channels.  The KCS methodology coupled with Oracle’s Knowledge Management products can help organizations solve incidents faster, improve time to proficiency and lower agent training costs by building organizational knowledge as a by-product of solving customer issues.

Where Can I Find More Information?

Learn more about Knowledge-Centered Support (KCS)
Learn more about Oracle Service Cloud
Follow Oracle Service Cloud on Twitter: @OracleServCloud 
Watch Video of Oracle Knowledge

KCS Implementation Guides:

Thursday Oct 29, 2015

The Oracle Service Cloud Tour: Exclusive events. Unforgettable experiences.

By Jeff Lundal, Group Vice President, Oracle Service Cloud 

When was the last time you thought, “Wow – that company really treated me like a star?” When was the last time you were blown away by brilliant service – and inspired to better your own? Prepare to make that day now, and make everlasting memories, as we bring our unique roadshow – the Oracle Service Cloud Tour – to your city.

So, why unique? Well, conferences can be great. Keynote speakers are often insightful. Breakout sessions may seem enlightening. But sometimes, the best way to learn is by doing… seeing, feeling and being a part of the action.

The Oracle Service Cloud Tour is less about being instructed by others, and more about enjoying remarkable customer experiences yourself – the Oracle way. It’s about networking with likeminded professionals, and service leaders rubbing shoulders with some of the country’s most renowned celebrities. It’s about dining, spectating and laughing. It’s about being inspired to pass on those once-in-a-lifetime moments to your customers and clients.

Entirely exclusive, and by invitation only, the events hosted throughout the Oracle Service Cloud Tour will be attended by a handful of carefully selected customer service leaders – as well as a different celebrity in each city, from legendary chef and TV personality Ming Tsai in Boston to NFL Pro Joe Montana in Santa Clara and aerobatic pilot Sean Tucker in Washington.

Breaking down the barriers of your standard symposium, the tour’s events will feature no classrooms, no lecture halls and no presentations. Instead, they’ll take place in some of the nation’s most incredible venues – in a relaxed, informal setting – boasting awesome activities and the opportunity for guests to hang out with their heroes.

For further details, and to see which celebrity is appearing in your city, click here.

Wednesday Oct 28, 2015

Avoiding the “Booze Cruise” Effect in Your Organisation

Avoiding the “Booze Cruise” Effect in Your Organisation

A number of years ago the UK Government relaxed the rules for importing alcohol and cigarettes into the UK for personal consumption. The change was roughly the following (and apologies to tax professionals if I haven’t understood the laws to the letter): The old rules allowed import of only 200 cigarettes and one litre of alcohol. After the change, travellers had no limit as long as local tax was paid in the country of purchase.

Overnight, the money saved, by travelling abroad and purchasing in reasonable bulk, outweighed the cost of travel. Thus, the “booze cruise” culture was born. The only real issue was proving to H.M. Customs what you returned with was for “personal consumption,” but that’s for another blog post.

For the first time the average person in the UK became aware of the impacts of cross-border trade and currency exchanges on product prices. They realized that by looking across borders they could get a much better price for the same product they usually bought at home.

All very straightforward, I hear you say. In the business world, we have been aware of currency rate impacts for years. Today, however, we see more purchasing organisations taking an analytical approach to pricing and negotiation.

An Example Based on Real Experience

Today, purchasing functions have far more access to price information across their organisation. Previously, if Company ABC paid €100 for a product from Company XYZ in Italy and €140 for the same product from the same company in France, the difference was largely hidden. Local teams managed local purchasing.

On the other side of the coin, Company XYZ, selling the product into Company ABC, was probably unaware of the price difference as well. Company XYZ is concerned more about top line revenue and less about pricing consistency. The variance in selling price across market geographies is either unknown or tacitly accepted. Sales hit their number and all was good.

So far everyone is happy!

Unknown to Company XYZ, Company ABC updates key systems and now has global visibility of product/price variance across geography. The purchasing team is intrigued to see that, because of the generosity of a particular sales rep, the prices they pay in Italy is much lower than the prices they pay in France. Perhaps the rep was behind their sales target? Perhaps the rep was new to the role? It’s even possible the rep didn’t have access to the latest pricing information spreadsheet and was working off old, outdated information.

Having discovered this, what is company ABC’s next action? Yes, it approaches the selling company and negotiates/demands the Italian price in all its regions. In one move Company ABC has:

  • Reduced their product purchase price across all regions
  • Decreased gross profit and profit margin from Company XYZ’s bottom line


This story happened whilst I worked with a previous company. The impact? An existing customer received a huge reduction in price and the company lost revenue. A lot of revenue!

Could you see something like this happening in your organisation? How can you keep it from happening? The answer involves far better control of sales reps and tighter management of their ability to quote and contract across your business. Governance and control in these early stages helps manage risk and maintain critical margins. That’s not to say different prices in different regions is wrong, you just need to control it and understand potential downstream impacts.

Don’t Be Like Company XYZ

Oracle CPQ Cloud enables tight management of pricing approval, quote creation and automatically generates approved quote documents and contracts. By using Oracle CPQ cloud, you ensure sales reps follow agreed-upon pricing standards that support business goals. You can also monitor product/price variance across the organisation. This highlights potential areas of concern, including renegade reps offering larger discounts just to get deals through.

This is just one example of the value Oracle CPQ Cloud can bring to your business. For more information on how you can reduce this risk and others please visit

Friday Oct 23, 2015

Customers Speak for Oracle CPQ Cloud at Oracle OpenWorld 2015

Seeking tangible results from front-office transformation? This year, we let the customers do the talking. Oracle OpenWorld 2015 #oow15 is the place to hear how companies from all industries leverage Oracle CPQ Cloud to drive real outcomes. Visit Oracle OpenWorld 2015 for full details, and to register.[Read More]

DISH Network’s Journey to Modern Field Service Management

By Yuval Brisker, VP of Product Management, Oracle Field Service Cloud

Almost four years ago, TOA Technologies and DISH Network announced an important milestone. Together, the two companies completed the largest deployment of a SaaS mobile workforce management solution ever, deploying TOA’s ETAdirect to over 14,000 field technicians across the United States in less than four months from the beginning of deployment. DISH had selected TOA as the first part of a strategic initiative to transform its technology and business processes with the goal of putting the customer at the center of the service experience.

As one of the largest pay-TV providers in the United States, DISH was looking to leverage technology in new ways to enhance efficiency in its operations and improve the bottom line, while improving customer satisfaction. DISH decided a technology revamp was in order – upgrading many of its back-end systems, including its billing solution, and for the first time, deploying a complete field service management software solution. 

This initiative went beyond driving operational efficiencies, to re-aligning the business focus. With over 14 million subscribers in all 50 U.S. states, DISH wanted to make sure that this technology transformation would have a deep, positive impact on the customer experience. In fact, one of the main reasons that DISH selected OFSC/TOA was because it was not just about increasing efficiencies to reduce operational cost, but also about personalizing the customer experience. With the OFSC/TOA solution, DISH automatically provides more precise appointment start times and proactively communicates appointment status updates via customers’ preferred communications channels.

DISH partnered with TOA, which has since been acquired by Oracle and is now known as Oracle Field Service Cloud (OFSC), to dramatically consolidate its field service operations, reducing back-office headcount and streamlining planning and field service operations management. The natively SaaS OFSC/TOA solution allowed the company to automate and optimize the management of its entire hybrid field workforce – both in-house and contracted resources, as well as partners – within one central solution providing advanced booking, capacity management, job assignment, routing and scheduling capabilities. Using OFSC/TOA’s unique patented, time-based and predictive solution, DISH was able to significantly boost operational efficiency and free up its back-office staff to focus primarily on managing exceptions. The company was also able to increase job completion rates, reduce drive time, and align the technology that DISH employees use to do their work with customers with the most state-of-the-art tools available today.

DISH’s field service management transformation with Oracle Field Service Cloud has resulted in significant improvements, both in terms of operational efficiency and customer satisfaction. Some of the key results achieved by DISH include:

  • 15% increase in technician productivity
  • 75% reduction in planning and dispatch staff
  • 40% reduction in calls into the contact center asking, “Where’s my tech?”
  • 55% reduction in technician overtime
  • 10% reduction in miles driven
  • Increased on-time arrival to 91%

Learn more about DISH’s journey to becoming a modern field service leader and its challenges and solutions along the way at Oracle OpenWorld 2015. Join Erik Carlson, EVP of Operations at DISH, and Yuval Brisker, VP of Product Management for Oracle Field Service Cloud, when they will discuss Dish’s journey with Oracle Field Sevice Cloud/TOA transforming field service operations. The session, titled Get Ahead: Transform Field Operations – DISH and Oracle Field Service Cloud will be held on Tuesday, Oct. 27th at 4:00 p.m. in Moscone West – 2016.

Find more information, or register for our session here.


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