Oracle Named a Leader in the 2022 Gartner® Magic Quadrant™ for Field Service Management

We’re thrilled to be named a Leader once again in the 2022 Gartner Magic Quadrant for Field Service Management based on our completeness of vision and ability to execute.

This is also the 9^th consecutive report^[1] we’ve been recognized as a Leader, which we believe is a testament to our relentless focus on innovation and delivering for our customers.

A new era in field service and the influence on our vision

The work styles and user behaviors of the Millennial and Gen Z generations have driven significant changes in software design. As such, the current and future design of our field service solution targets these populations who represent most mobile workers around the world.

For example, the next generation of field service are:

• Digital natives who have learned from birth how to use technology to solve problems and complete tasks more efficiently
• Financially savvy and value multiple streams of income – as a result, they may work for multiple field service organizations simultaneously and desire consistency in field service tools
• Regularly measuring their personal performance and are motivated through detailed score keeping and logged achievements

And, to support these mobile workers Oracle Field Service:

• Offers tools that make anyone an “expert on the spot” – such as embedded knowledge, guided workflows, parts ordering, and digital assistants as well as video collaboration and augmented reality for complex problems
• Supports choice of work through service marketplaces and other channels
• Helps teams keep score in a way that motivates and fosters camaraderie

Enabling a modern, customer-centric service lifecycle

Customer service is moving away from rigid, linear customer journeys and embracing the value of holistic brand experiences. Field Service must also navigate this transformation by moving away from transactional customer engagements and towards a more customer centric approach. Moreover, in some industries, the definition of “the customer” must extend beyond human beings and include connected assets or machinery.

For example, customers demand:

• Digital-first engagements with field service teams, starting with self-service to avoid field visits then seamlessly escalating to on-site service only when necessary and with minimal human interaction
• Immediate (Uber-like) service experiences from all brands, placing pressure on inhouse teams for capacity management, but opening the doors for contingent and gig-economy workers
• Personalized experiences and the expectation the field service team has familiarity with their previous interactions

To meet the needs of the customer-centric service lifecycle, Oracle Field Service:

• Automates, personalizes, and predict customer service needs by monitoring connected assets remotely and automatically initiates actions to prevent service disruption
• Enables convenient field service delivery options by offering service on the customer’s terms and through their preferred channel – such as robust self-service and remote support capabilities for virtually-assisted installations or repairs removing the need for physical visits
• Provides personalized brand experiences by presenting services, products, and promotions based on historic trends and behavior

The best is yet to come

Being named a Leader is an honor for us, but it’s not the destination. We are excited to continue to innovate and build solutions for amazing customers like Johnson Controls, Enersense, Vodafone Portugal, Bosch, and countless others that rely on our field service solutions to power their service lifecycle.

“My favorite part of the job is connecting with customers. Not because they tell us how great of a job we are doing, but because they always have ideas on how our solution can enhance the way they help their customers” notes Jeff Wartgow, VP of Product Management. “And then we get to go back to the lab, explore the art of the possible, build innovative features, and show them how their ideas became reality. That’s what being a Leader means to me.”

Read the Gartner Magic Quadrant for Field Service Management here.

Learn more about Oracle Field Service.

[1] Oracle named a Leader in 2016, 2017, 2019, 202, 2021, and 2022. Prior to acquisition by Oracle, TOA Technologies named a Leader in 2012, 2013, and 2014.