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.