Asset Based Service - Collaboration Tools: The Magic wand for Field Service Professionals!

Asset Based Service - Collaboration Tools: The Magic wand for Field Service Professionals!

When a customer expects a field service technician to solve their reported problem or scheduled maintenance work at their location, they have high expectations from the brand and the technicians. Uberization has changed customer mindset and set higher benchmarks for customer expectations. Customers now expects technicians to know everything about the assets that they own, parts in every asset, prior service history, contract or subscription information etc. Field Service technicians are the face of the brand and are one of the few people who interact directly with customers in person.

OK, now let’s consider the technician’s point of view:  Did the company empower the technicians with all the tools that they need to provide a great service experience? What are the common challenges that a technician faces?

“Oops, I don’t have the inventory required to do this maintenance task with me. Can I get it from some of my colleagues?”

“Who are my “nearby colleagues” based on my current location, May be I can request one of them to join me for immediate help ?”

“Can I get details of the specific maintenance activity which was done in the past, for this equipment that I am servicing?”

“Can I connect with the technician who did the service last time?”

Yes, here is our answer to all of the above: Collaboration within Field Service.

Fig 1: Field Service Collaboration

What is the Collaboration Tool?

Collaboration is the messaging service module, provided free of cost along with Oracle Field Service. It helps to provide appropriate information as needed by the field service professionals that aids the technician in delivering the service in a much faster and efficient way.

Business Values provided by Collaboration

• Contextual chat capabilities of collaboration provides quick navigation to easily access appropriate data based on the location, job type or required skills
• Aids in streamlining communication with other field service technicians, supervisors, or helpdesk staff which helps to get the required information and expert advice on time at reduced cost
• Functionally rich and easy-to-use interface helps in quick adoption and stakeholder acceptance

Key Features of Collaboration

What makes the OFS Collaboration tool exceptional is its unique features centering around the Mobile workforce. The tool uses the data collected by the core engine on all field events and provides the most appropriate features and services as required by the mobile workforce based on the context. 

Some of the key features include

• Context-driven chat between different stakeholders including technicians, dispatchers and helpdesk which helps in effective collaboration and support

Fig 2: Sharing current activity details via Collaboration

• Who’s Nearby feature to identify the nearest matching resources and initiate chat with the specific resource or transfer an inventory or an activity

Fig 3: Transfer Inventory via collaboration tool

• Customers with Oracle Digital Assistant (ODA) can use collaboration as a Virtual helpdesk which can provide details about Assets, Parts, Customers and prior service as required without depending on back office support team

Fig 4: Virtual helpdesk to provide the required details

• Sending group messages based on location
• Sharing the details about a resource, an activity, or an inventory
• Ability to share your location
• Broadcast urgent activities to multiple resources with matching skillsets

How do I enable/use collaboration tool?

User access to Collaboration can be controlled by administrators using role-based permissions. You need to enable collaboration access permission to the user type. Also, user groups and helpdesk groups are to be created based on your business requirement and privilege levels. Users need to be assigned to user groups / helpdesk groups.

Fig 5: Enabling Collaboration

Where do I find more info about Field Service collaboration tool?

Summary of the features and benefits of collaboration can be found here.

Detailed documentation can be found here.

In the new CRM world of Asset Based Service, why is Collaboration a magic wand for Field Service professionals?

• Context-driven chat helps in effective and efficient collaboration that offers much required support to field resources,  thereby improving their  productivity
• Unique capabilities like sharing and transferring of activities and inventories between technicians help in completing activities on the first visit itself, reducing cost and increasing customer satisfaction.
• Information needed about Assets, Parts, Customers and prior service at your fingertips with the help of Oracle Digital Assistant
• Provided free of cost along with Oracle Field service application for great collaboration between technicians, supervisors and back-office help desk staff.