Tuesday May 24, 2016

Can’t Miss Webinar: Empower Field Teams with Better Knowledge

By Jeffrey Wartgow, Director, Product Management, Oracle Service Cloud @jwartgow

The average person today can instantaneously find the answer to almost any question, from anywhere – simply by running a quick search on their smartphone or tablet. No definitive answer on the web? No problem! That same customer can turn to peers on Twitter, Facebook, LinkedIn, YouTube, etc. too for help, opinions or practical advice.

We live in a new reality with on-demand solutions to virtually any problem, so naturally our expectations for the brands with which we interact have changed. We expect service professionals to have access to the same or better information as we do at their fingertips – thanks to their sophisticated customer support platforms. If we can source answers to our own difficult questions, service representatives should be able to solve the most complex customer service problems by sourcing information about us, the products we own and how their peers have approached the same or similar problems in the past.

This is easy to say, but much more difficult to execute in practice. Especially for field service employees – the individuals tasked with providing service at customers’ homes and businesses. Furthermore, recent Aberdeen Group research reveals that increased product complexity and service workforce attrition and turnover can make delivering great customer service even more difficult.

The key to empowering field service representatives to solve complex problems quickly is to give them access to powerful knowledge and help them collaborate better with their team members.

Aberdeen also found that best-in-class field service organizations recognize the need to improve the quality of information they provide to their field service representatives, and the direct impact on customer service: 39% are focused on improving the quality/relevance of service data and 38% are focused on improving service information capabilities like mobility and knowledge sharing (listed in the top four of goals for service).

Interested in learning more about how best-in-class field service organizations are leveraging knowledge to help their field teams to deliver faster, more-efficient field services that result in fantastic customer experiences? Discover how they’re doing it – and how you can get started! – at the upcoming Aberdeen Group and Oracle Webinar:

Knowledge is Power: Empower your Field Teams with Timely, Contextual Answers and Information
Tuesday, May 31st @ 11 am PT / 2 pm ET

Aly Pinder Jr., Senior Research Analyst, Aberdeen Group and Jeffrey Wartgow, Director Product Management, Oracle will discuss:

  • The state of the service market in 2016
  • The impact of knowledge management on the field
  • The evolution of the customer experience in field service
  • The future of service in the field – and much more!

Register today.

We hope to see you there!

Friday May 06, 2016

Create Completely Connected Customer Service Experiences with Latest Oracle Field Service Cloud Release

Aligned with Oracle’s focus on enhancing its cloud ecosystem and customer experience (CX) suite, we are excited to have recently announced a comprehensive new release to the Oracle Field Service Cloud solution. This release includes major enhancements designed to help organizations deliver on Oracle’s vision of service for the next generation, improving customer satisfaction and response times, while reducing service delivery costs.

Truly an end-to-end upgrade of the solution, Oracle Field Service Cloud’s latest release demonstrates the company’s continued investment in the solution – formerly the TOA Technologies’ product, prior to its acquisition by Oracle in 2014. Significant enhancements are made in the areas of mobility, ease of use and connecting contact center agents delivering service via phone, email and chat to field technicians providing in-person support.

The latest Oracle Field Service Cloud (OFSC) enhancements include: 

  • Expanded Field Resource Manager – New capabilities enable supervisors in the field to more efficiently manage their teams in real time via a mobile device, empowering the field workforce to quickly respond to changes throughout the day and streamline collaboration.

  • Automated urgent work assignment – OFSC now identifies when urgent work comes in and automatically locates the nearest field resource, suspends that resources current activity and then routes that resource to the job, ensuring the fastest possible response times.

  • Enhanced mapping capabilities – Now leveraging Oracle Maps as the default mapping solution, OFSC offers enhanced geo-coding services. Additionally, users can upload custom map layers in OFSC, and display them simultaneously.

  • New integrations
    • Oracle E-Business Suite: allows a swift, point-to-point integration of the solutions’ job scheduling and inventory tracking capabilities.
    • Oracle Integration Cloud Service (ICS): allows any ICS user the ability to create integrations with Oracle Field Service Cloud quickly through simple configurations.
  • REST-based Core Application Program Interface (API) – Allows simple integration of OFSC activities, resources, inventories and users through REST integration styles.

  • Redesigned Configuration screens and language expansion – Completely redesigned configuration screens allow quick and intuitive navigation. Exportable configuration log tracks configuration changes to improve troubleshooting and give users more control of the solution. And, OFSC is now available in 18 languages, improving the user experience for global customers with multi-national field workforces.

All of the new functionality included in this release will help organizations continue to evolve and improve their field service operations, resulting in a better experience for the end customer and significantly improved efficiencies.

Learn more about the release by downloading the latest Oracle Field Service Cloud release capabilities and benefits data sheet or watch the recent solution Spotlight video.  Also check out what publications like Computer Business Review, InfotechLead and Enterprise Times are saying! 

Wednesday May 04, 2016

A Reflection on Modern Customer Experience

Oracle was thrilled to host over 2000 customers and partners in Las Vegas to share thought leadership around customer experience. The conference was organized around 4 paths: Marketing, Sales, Service and Commerce.

Siva Sundaresan, GVP- Oracle Sales Applications

The Modern Sales Experience unfolded with a remarkable keynote speech by Siva Sundaresan, GVP- Oracle Sales Applications, to a packed audience.  Siva dove deep into the market trends and strategic insights driving Oracle’s technology Innovation, Siva emphasized the need for organizations to curb the margin erosion often introduced by new competitive disruptors. He encouraged companies, looking for growth and higher margins, to demand clear visibility of data and flow of information across the complete customer journey. While presenting his vision of a seamlessly integrated suite of systems that empower extended sales ecosystems, he highlighted Oracle’s full range of solutions (SFA, CPQ, PRM, SPM and CDM) that help Sales Organizations and Partners/Re-sellers to respond to leads, position the right products and services to targeted customers at right time, and close deals. Siva concluded by positioning Oracle as the partner of choice for leading organizations for data stewardship across channels.


This set the stage for Ingolf Abisgold, Head of Sales Performance - DB Schenker, who shared his insights from his 20-20 strategy initiative to drive customer experience in his logistics and distribution business. Driven by the ambitious goals of his CEO, Ingolf launched this initiative to incentivize their channel partners and improve sales performance. He acknowledged Oracle’s data stewardship that laid the foundation for standardized processes across the distribution network at DB Schenker, accurately measuring, monitoring and reporting on set KPIs.

It was great start of the second day of the conference with Troy Carter, founding chairman and CEO of Atom Factory. His legendary journey from a Philadelphia neighborhood to the top of the music industry touched everyone among the audience. He shared insights of his journey from starting his grass-roots business to launching Lady Gaga’s spectacular career, turning customers into raving fans. He left a lasting impression in the conference arena with his grandmother’s statement about how to keep going in your darkest hours – “You can’t fall off the floor”.

Carrying on the momentum, Mark Hurd shared his vision to enable a seamless customer journey across B2B, B2B2C and B2C models, reinforcing the exemplary experiences shared by Siva, Ingolf and Troy. Mark emphasized that companies that realize the highest customer satisfaction scores perform exponentially better in the market than those that don’t.  CEOs today have a challenge to implement new processes and tools which can impact their customer’s experience at a faster pace than ever before- and they need to find ways to invest in critical CX improvements despite the headwinds of flat or declining margins. He challenged businesses to focus on unmet needs- which will still account for 95% of untapped markets.

After these keynotes, the conference proceeded into detailed sessions featuring customer experiences and best practices across all the CX pillars: Oracle CPQ Cloud, Oracle Sales Cloud, Oracle Commerce Cloud and Oracle Service Cloud.  We were thrilled to hear insight from CX customers at industry leaders including Panasonic, Panduit, ADP, Siemens, Dell, Rockwell Automation, and many more.

To read more about the conference and to bookmark your calendar to attend next year- click here

[Read More]

Tuesday May 03, 2016

Join Service for the Next Generation Webcast

By Stephen Fioretti, Vice President, Product Management, Oracle Service Cloud @sfioretti

Is your ability to become a leader in delivering customer service excellence keeping you up at night, especially as customers' expectations grow and their channel preferences dynamically change? Are you able to ensure you are delivering accurate answers through the web, mobile and contact center?

You are not alone. Digital channels are exploding and web self-service is about to become the single biggest channel for customer service. Not surprisingly, the number of customers engaging with their brand for customer support via their mobile devices is growing exponentially, with some organizations experiencing up to 50-70% of their interactions via mobile devices (Source: Oracle's Oracle Service Cloud customer base). Add digital channels like chat and social, and the task of delivering a consistent, unified experience can seem daunting. As a leader who aspires to deliver world-class customer care, how should you respond?

We asked Gartner, the leading information technology research and advisory firm, and Gogo, the leading provider of inflight internet and entertainment, to join us and discuss trends, insights, and the latest innovations with web and mobile self-service, digital channels like social and chat, and knowledge management. We can help provide the information you need to address this next evolution of customer service.

Tune in to the upcoming webinar on Wednesday, May 4 and get answers. You will learn about:

  • Market trends, pain points and imperatives in the world of customer service
  • How the growth of digital channels and mobile web customer service are crucial for delivering great service experiences
  • What organizations are doing to address the digital channel revolution in their overall customer service strategy
  • How easy-to-find and accurate knowledge management is a critical foundation for delivering customer service
  • How service needs to be consistent, simple, convenient and immediate
  • The impact that IoT (Internet of Things) will have on customer service 

 Jerry Oversen, VP, Global Customer Services at Gogo  Michael Maoz, VP, Distinguished Analyst at Gartner   Stephen Fioretti, VP Product Management at Oracle


Tuesday Apr 19, 2016

Field Service USA 2016: Let’s Discuss the Field Technician of the Future

Oracle is heading to Palm Springs, California next week, April 25-28, for the annual Field Service USA show at the JW Marriott Desert Springs Resort & Spa. We’re looking forward to speaking with customers about their field service strategies, attending hands-on workshops led by industry experts to learn about field service best practices and leveraging everything we learn about the future of field service and our customers’ needs to keep driving product innovation in our Oracle Field Service Cloud solution suite.[Read More]

Thursday Apr 07, 2016

Convert Omni-Channel Hype into Real Contact Center Success!

Save the date for the upcoming Oracle Service Cloud webinar, April 14th, 2016 at 10 a.m. PT/1 p.m. ET

Omni-channel: Everybody is talking about it, but only a few best-in-class businesses have turned the promise of omni-channel into a profitable reality - earning highly loyal customers, reduced support costs, and growth in revenue. 

Join this upcoming webinar to learn how you too can achieve these results. Aberdeen Group Research Director of Contact Center & Customer Experience, Omer Minkara, and Oracle's Senior Director of Applications Product Management, Chris Hamilton, will show you how to deliver an integrated, omni-chhannel service experience. They’ll also discuss:

  • Why most omni-channel programs fail (and what that costs your company!)
  • What makes a contact center “Best-in-Class”
  • How to align channel-mix and customer preferences
  • Steps you can take to harness the power of omni-channel

You will come away with next steps for advancing your omni-channel strategy!

Register Now

Wednesday Mar 16, 2016

5 Reasons to Register for Modern Sales Experience

Spring is in the air, which means a few things—jacket weather, spring cleaning, and conference season. While you’re contemplating the conferences you’ll attend, consider an event that will tidy up your sales strategies for the year to come: The Modern Sales Experience.  Here are five reasons to attend the Modern Sales Experience in Las Vegas, April 26-28, 2016.

1. Sales Thought Leadership and Inspiring Speakers


The Modern Sales Experience features more than 25 sessions led by world-class industry analysts, successful global companies and Oracle thought leaders. Take a look at the conference program to search for your area of interest. 

 The conference is full of leading minds in digital and business.  The Conference Keynote will be delivered by Siva Sundaresan, Group VP of Oracle Sales Applications on Tuesday at 3pm in the MGM Grand Conference Center.  On Wednesday at 9am, don’t miss the Modern Experience Keynote presented by Mark Hurd, CEO, Oracle at the MGM Garden Arena.  This is followed by the Sales Keynote with R “Ray” Wang, Chairman and Founder of Constellation Research at 11am in the MGM Grand Conference Center.

Additional general sessions and speakers for the conference include:

  • Human Factors: Unleashing the Value of Technology: Rebecca Wettemann, Vice President of Research, Nucleus Research
  • The Quest for Optimal Sales Performance, Mark Smith, CEO & EVP of Research, Ventana Research
  • Revolutionizing Partner Engagement: Jerri Paul, Business Architect Director Federal Business, Dell, Inc. & David Claflin, IT Management, Dell, Inc.
  • Masterminding Your Technology Landscape: Rhiannon Ainge, Business Systems & Marketing Manager, Panasonic Computer Products Europe
  • The Future of Customer Experience and Digitalization at Siemens: Peter Gapp, Vice President CRM IT Transformation, Siemens A.G.
  • The Future of Work: UNLV Lee Business School Student Panel, moderated by Rebecca Wettemann, Nucleus Research

2. Product Experts

There are many ways to interact with partners and Oracle product experts to gain deeper insights and more intimate live discussions. You’ll find a number of smaller sessions focusing on Configure, Price, and Quote (CPQ) Cloud and Sales Cloud topics.  In addition to customer-led sessions, Oracle product managers will lead roadmap and other product sessions. There’s also a CPQ Tech Track for Technical Administrators.

Sales session highlights:

  • Industry Solution Showcase for Sales, Scott Creighton, VP Oracle CX Cloud Industry Solutions, Oracle
  • Securing Data between Cloud & On-Premises for Optimal CX Solutions: David Canellos, SVP Advanced Technology, Blue Coat Systems

CPQ session highlights:

  • Opportunity to Cash: Fully Using CPQ in your Business: Jim Toporski, IT Manager & Caroline Gillis, CPQ Senior Manager, Panduit
  • How OneNeck used CPQ to support is Acquisition Strategy: John Hein, Director, Solution Sales Architecture, OneNeck
  • How FANUC America Simplified a Complex Product Quoting Process: Zach Heuer, GM, FANUC America
  • CPQ Tech Track for Technical Administrators

Birds of a Feather: Conference attendees have the opportunity to meet face to face with Oracle product experts.  Choose from five topics of interest at designated tables in the breakfast and lunch areas for the Birds of a Feather program.  This is located in the Solution Center (MGM Grand Marquee Ballroom).

Theater Presentations in the Solutions Center: The Solution Center is where you’ll find Oracle Sales Consultants and Partners.  Visit a demonstration kiosk or a presentation at the Sales Solutions Showcase Theater.  Find your topic of interest whether it’s sales force automation, sales performance management, partner relationship management, customer data management, pre-configured industry solutions or sales analytics.   It’s all there for the taking.

Some of the most important conversations happen in hallways and some of the most valuable relationships are built face to face. Modern Sales Experience has networking breaks designed to give you the chance to network with other Oracle Sales Cloud customers and Oracle leadership. Not to mention the Customer Appreciation Event at the MGM Grand Arena, but we’ll get into that later. 

3. A Unified and Seamless CX Approach

In addition to sales sessions, attendees are encouraged to attend cross-experience sessions. These sessions will reveal how every experience with your brand matters and why it’s critical to strive for a unified and seamless CX approach.  Sessions will cover topics ranging from Industry Solutions, CX Platform, CX suites and integrations, the CX Marketplace, social CRM, CX Cloud for Midsize, and Cloud user experience. These sessions hit upon the hottest trends and challenges customer experiences professionals are facing in 2016. Highlights include a session by Social CRM influencer Paul Greenberg on “Social: the secret Weapon for Customer Experience Success,” and Oracle Application and User Experience GVP Jeremy Ashley will lead a session focused on “Cloud User Experience: The Way Forward.” Take a look at the full program and start planning your schedule.

4. The Las Vegas Experience – Networking and Entertainment


Need we say more?

Cirque du Soleil themed Dinner & Party at the Ling Ling Club at Hakkasan Nightclub: It’s “Fire” at the Ling Ling Club at Hakkasan Nightclub for all Sales conference attendees.  Come prepared for an amazing experience themed around “Fire”, surrounded by performing artists, music and great food on Tuesday from 7-9pm at Hakkasan in the MGM Grand.

5. A Customer Appreciation Event for the Books

Because it wouldn’t be Vegas without a night of world-class entertainment, we’re excited to have booked Goo Goo Dolls to perform a private concert for attendees. Goo Goo Dolls will play in the MGM Grand Arena on Wednesday evening at 10:30pm. The Oracle Customer Appreciation Event is our way to say thanks—we hope you enjoy the night of food, drinks, and amazing entertainment. 

See what attendees are already saying about Modern Sales Experience by joining the conversation on social. Use the hashtag #SalesX16.

Planning meetings with Oracle Partners while onsite? Find the list of sponsors and exhibitors here. Thank you to our Silver Sponsor, Config Consultants!

EXCITING UPDATE: We’ve extended the Early Bird Rate for Modern Sales Experience. Take advantage of $200 off the conference price by registering before March 20. 


See you in Las Vegas!

Wednesday Mar 09, 2016

Five Reasons to Attend Oracle’s Modern Service Experience 2016

Oracle’s Modern Service Experience 2016 is again lighting up fabulous Las Vegas April 26-28, and we’re betting this will be our best event yet. From the speaker lineup and session catalog to the networking experiences and Customer Appreciation Event, we’re going “all in,” and we hope you’ll join us. Here are five reasons you should head to Las Vegas this April for the Modern Service Experience:

1. In-Depth Service Content

The Modern Service Experience features more than 40 sessions led by customer service experts, analysts, and top brands. Through the keynotes, general sessions and breakouts, you’ll hear about current and future trends in customer service and will walk away inspired and ready to turn your insights into actions. Take a look at the just-launched conference program to see the impressive speaker lineup.

The conference program features content for everyone regardless of your role. Attend sessions in the following tracks:

  • Cross-Channel Contact Center
  • Executive
  • Field Service Management
  • Industry
  • Knowledge
  • Oracle Policy Management
  • Platform
  • Web Customer Service
  • Customer Experience

In addition, you’ll hear about Oracle Service Cloud’s vision and product roadmap. Within the breakouts, you’ll learn about new product functionality and how to get the most out of your implementation. In the expo hall, you’ll have the opportunity to participate in interactive demos.

2. One-of-a-Kind Networking

In addition to hearing best practices and soaking up insights from session and keynote speakers, some of the best information you’ll gather at the Modern Service Experience will come from your peers. Customer service leaders from some of the world’s top brands are attending the Modern Service Experience. The conference provides many opportunities to network with peers as well as Oracle product experts, sales, executives, and partners.

Before you head to Las Vegas, see who else is attending and start broadening your network through social media. Use the hashtag #ServiceX16, and join the conversation.

3. Thought Leaders & Inspiring Speakers

Attend the Modern Service Experience to hear from some of the leading minds in modern customer service. The featured speaker lineup includes:

  • Mark Hurd, CEO, Oracle
  • Jean-Claude Porretti, Customer Care Worldwide Manager, Peugeot Citroën
  • Scott McBain, Manager, Application Development, Overhead Door Corporation
  • Sara Knetzger, Applications Administrator, Corporate Applications, WageWorks
  • Ian Jacobs, Senior Analyst Serving Application Development & Delivery Professionals, Forrester Research
  • Kate Leggett, VP, Principal Analyst Serving Application Development & Delivery Professionals, Forrester Research
  • Ray Wang, Principal Analyst, Founder, and Chairman, Constellation Research, Inc.
  • Denis Pombriant, founder, managing principal, Beagle Research
4. More Opportunities for Increasing Your Knowledge

First, take advantage of our pre-conference workshops. You’ll probably have to roll the dice to decide which of the three you’ll attend: Get Prepared for the Knowledge-Centered Support (KCS) Practices v5 Certification, Head off to the Races with Agent Desktop Automation, and Step off the Beaten Path with Oracle Service Cloud Reporting.

Next, schedule time with an Oracle Service Cloud mastermind and get answers to your burning questions as part of the Ask the Experts program (sponsored by Oracle Gold Partner Helix).

Last, connect with your peers during lunch and participate in our birds of a feather program around popular topics.

5. Celebrate with Your Fellow Customers

To show our appreciation for our customers, we’re hosting a night of food, drinks, and amazing entertainment. Goo Goo Dolls will play a private concert for attendees at the MGM Grand Arena on Wednesday evening. The Oracle Customer Appreciation Event rarely disappoints—don’t miss it. 

Finally, at 1 p.m. on Thursday April 26, during our annual awards ceremony, we’ll recognize leading organizations and individuals in the customer service space, highlighting their impressive stories about innovation and differentiation. Guaranteed, you’ll leave motivated and energized.

What did last year’s customers have to say?

"Oracle Modern Service Experience 2015 was a top-notch event that provided me with the opportunity to learn about new Oracle Service Cloud capabilities and connected me with federal and private sector peers who have since influenced my direction as the Air Force Reserve's Chief Digital Officer, enabling me to drive the organization to a new level of innovation and efficiency this past year."

 – Lt Col Michael Ortiz, HQ Air Reserve Personnel Center

"The Modern Service Experience is a must for customers looking to maximize their effectiveness with Oracle Service Cloud."

 – Michael Morris, Match.com

See you in Las Vegas!

EXCITING UPDATE: We’ve extended the Early Bird Rate for Modern Service Experience. Take advantage of $200 off the conference price by registering before March 20.

Monday Mar 07, 2016

Bridging the Gap Between Mobile and Customer Service

By Daniel Foppen, Senior Principal Product Manager, Oracle Service Cloud

Twenty years ago, mobile devices were just getting started.  In fact, back in 1995 only one percent of the population had access to a mobile device. Today, there are over 5.2 billion mobile phone users comprising 73% of the global population.  Mobile devices now have an impact on just about every part of our daily lives – from communication and social interaction to mobile commerce.  To say that mobile is a trend is an understatement.  The rise of mobile is fundamentally changing the way we interact – and is spawning a whole new generation of technology, applications and businesses.  Particularly within the service space, mobile is not only pushing how organizations should assess evolving customer engagement, but how best to tackle mobilizing the modern customer service organization. 

We see a trend in business software that is focused around the mobile experience, in which employees across the enterprise use software for a wide variety of functions including customer service, sales force automation, collaboration and communication, all while on the move, using their phones and tablets. There is great value in terms of agility, productivity and employee experience to increase your organization’s mobility.  Yet, we would encourage you to not translate this into, "we need a mobile app or responsive user interface for all of our software."

There are use cases in which it makes sense, and there are use cases in which it clearly doesn’t. A customer service representative (CSR) working for a large B2C contact center, handling complex cases from many different channels, has a need for a highly productive work environment.  It just doesn't make sense to try to make that CSR handle these cases on a mobile phone or tablet.  A sales representative on the road, or a field service representative however, is on the move every day. In both scenarios, a mobile experience makes perfect sense.

To Mobile, Or Not To Mobile (That’s The Question)

Before jumping into relevant use cases, it is helpful to clarify a common misconception about mobile: Mobile isn't just about mobile phones.

A lot of investments have gone into making specific applications for specific types of devices, e.g. a desktop application, a mobile application or a tablet application. Yet, it becomes less and less important to talk about device-specific software, as the lines between these categories are blurring.  Mobile is about understanding specific tasks and use-cases, providing the tools that make the greatest impact, and making sure these different tools are consistent and connected. Let’s review some use cases within different areas of customer service…

Mobile Scenarios in Customer Service

Agents working in multi-channel contact centers spend the majority of their day solving cases coming in from a range of different channels. They need an interface in which productivity is key. They need all the context and data available to solve the customer issue as efficiently as possible. They need a unified desktop, integrated with sensitive data from back-end systems through behind-the-firewall integration. Also, they are likely using two or three big monitors (flanked by yellow post-it notes and cute pictures of kids and dogs). Clearly this is not a great use case for mobile.

However, when you think about supervisors and managers that walk around the contact center, mobile access could be of great value.  Still, mobile access doesn't necessarily mean this persona would access the system through a mobile phone. Supervisors and managers may want to monitor their operations, yet get deeper into cases when needed. Access through a tablet would probably make most sense.

Similarly, when customer service is decentralized and service is delivered via face-to-face support in stores, at airports, front-desks, branches, etc. users will occasionally need to review cases, update contact information and access customer product information. They will need easy access to this information on a computer, laptop or tablet outside the contact center in order to deliver a connected customer experience.

Uberization Of Field Service

When determining where to apply a mobile experience, it might be easy to overlook some of the most obvious use cases. Let’s explore the ultimate mobile use case: field service.  Advancements in mobile technology have not just changed how field service representatives engage with a device, but also the type of work they perform, as well as how they manage their day.

Today, customers expect every service agent they engage with to solve all of their problems. For field service, this means that the customer expects a field representative to understand everything that has occurred in the service journey before arriving onsite for a job.  In addition, the customer expects the field representative to have the same abilities and tools as every other person on the customer service organization. The result is that all of these new tasks need a mobile interface that can quickly be accessed by a field service representative. 

Furthermore, advancements in mobile technologies are allowing a complete shift in how field organizations are structured and managed. Mobile technology and the sharing economy are now allowing for non-centralized field service organizations. This is a trend we refer to as the “Uberization” of field service, which means that through mobile access and automation, the field can dispatch their own work, create their own schedules, and make adjustments as the day changes, all while operating at an optimal level.

Complex Service On The Move

Another great example where we see mobility is around complex rule or policy processes, such as immigration cases. Typically officials assess such cases from their office desks, using lengthy forms and rubber stamps, with long queues of applicants waiting outside. Now, with greater numbers of refugees entering Europe, we see mobile solutions that equip officials outside of their offices. This is where the refugees are arriving, and officials are now able conduct the assessment on-the-spot with a tablet app and simple interview screens to determine the appropriate asylum status. Mobile decisioning is providing better agility by enabling consistent service regardless of device or channel.

Don’t Forget Your Customers

25% of our customers’ customers already use a mobile device to navigate to your support portal. Is your website prepared for that? Using responsive design you can ensure the support section on your website is presented in the optimal way for each type of screen. Also make sure your knowledge articles are structured in a way the content can be easily consumed on a smaller screen.  In addition to self-service and knowledge we would also recommend looking at mobile use cases for assisted service experiences. For instance, with in-app mobile co-browse, live chat over mobile phones, as well as video chat.

Mobile is undoubtedly changing both our personal and professional lives. Customer service organizations should decide on a strategy to bridge the gap between mobile and customer service. This requires a strategic review of value drivers, combined with a tactical search for relevant use cases.

Don’t fall in the “we need an app for everything” trap – some users need big screens, some users don’t.  Investigate how to use mobile technologies to change your field technicians into versatile brand ambassadors, and explore opportunities to increase agility and mobility by bringing complex policy and rule processes to a mobile environment.  Finally, consumers will ever more use their mobile devices to contact you, so your website and contact centers need to be ready for this new reality.

Wednesday Mar 02, 2016

Building Agility into your Field Service Operations with Mobile Solutions

By Christine Friscic, Product Manager, Oracle Service Cloud

Service is now a critical way for organizations to differentiate against the competition. It provides an important opportunity to directly impact the relationship businesses have with their customers with a smooth, personalized and end-to-end service experience. When managed efficiently, service can also give companies the ability to better control support costs by boosting productivity, while reducing overtime and travel time.

At the same time, mobile has taken center stage as an integral part of our everyday lives. We rely on our smartphones for almost everything, and the same access and connectivity that these devices provide can be applied to the way that organizations deliver service. Mobile devices and the robust software solutions that they enable can empower organizations to provide effortless service to their customers, especially when it comes to field service management.

For field service organizations, mobility means achieving greater agility in their operations. Processes can be streamlined. Service can be personalized for each customer or machine.  And, field service resources can be empowered to work faster and more intelligently through greater access to information, coupled with the ability to collaborate remotely with their peers.

There are numerous ways that mobility can improve your organization’s operations. Here are just a few of our favorite ways to leverage mobility and drive more agile field service operations:

Increase your field team’s ability to respond faster.

With the powerful mobile tools available, field service managers and supervisors are no longer tied to the back office. As a result, they now have the ability to completely manage their teams from remote locations. They are empowered to view team schedules and real-time progress throughout the day from their mobile devices, and take action if necessary. 

For example, Oracle Field Service Cloud recently released its Field Resource Manager. This new feature enables supervisors that are out in the field with their teams to actually build field resources’ schedules and adjust shifts as needed from their smartphones or tablets. Field supervisors can now see when their teams have extra availability, and easily assign unscheduled work to them, ensuring that the team is responding to and completing work as quickly as possible.

Improve collaboration in the field.

An important way that mobile tools are creating more agile field service teams is with the ability for enhanced collaboration – both between field resources and their managers, and among their peers. Field service tools with context-aware collaboration features allow field resources to quickly and easily connect with their peers in the area, or to find the parts or skill set needed to complete their work. Better collaboration capabilities mean that field teams can not only complete work faster, but also complete jobs correctly the first time.

The enhancements to Oracle Field Service Cloud’s Collaboration tool released in February 2016 significantly improve communication and collaboration between field teams. With a simplified configuration process, new location-sharing capabilities and the ability to make voice calls directly from the application, field resources can connect faster and communicate smarter to complete their work more effectively.

Access critical information and systems on-the-go.

The instant and continuous access to critical information that mobile field service solutions offer, enables field teams to provide a new level of service. By connecting with the contact center, field resources can easily view critical customer information such as the history of the service event, and any important notes on preferences. Access to this information gives the field important contextual and background information before arriving at a customers home. Furthermore, integration with a Knowledge Management solution empowers field resources to quickly and easily search for information that they need to complete their work right from their mobile device – as a result, jobs are completed the right way the first time, saving customers the hassle of scheduling a follow up appointment.

Oracle Field Service Cloud provides improved integration capabilities in release 16.2, to better connect and streamline processes between the back office and the field. The release offers an integration accelerator with Oracle E-Business Suite – so that OFSC can schedule EBS-created service requests, while reconciling parts and inventory from the field with back office systems – as well as integration with Oracle Integration Cloud Service (ICS) – providing users with an easy way to connect OFSC with other Oracle cloud products.

By leveraging the mobile tools available today, organizations can create more agile and connected field service teams. With this agility, organizations are empowering their field service teams to work smarter, ultimately leading to more efficient operations and a better service experience for the end customer.

Learn more about how mobile field service solutions like Oracle Field Service Cloud can help support agile field service operations by visiting http://oracle.com/goto/field-service. And, check out all of our new and exciting enhancements included in the Oracle Field Service Cloud February 2016 release.
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