The field service software market has been evolving for some time now, and businesses are realizing that effectively managing the service lifecycle can bring more than just cost reductions and operational efficiencies. It can help them achieve key business outcomes and drive real results.
Gone are the days of simply resolving customer service queries and providing customer support in the field. Field service organizations have now taken on revenue creation responsibility through subscription sales, up-sell and cross-sell of additional products, and driving renewals with loyal clients.
Additionally, in 2020, many customers grew accustomed to remote, contactless, and low-touch service delivery options, preferences that will likely persist in the post-pandemic “new normal.” According to TSIA’s Rapid Research Polls, as service organizations transitioned to virtual last year, customer satisfaction remained the same—and 33% of companies even reported an increase.
What does this evolution mean for the future of service organizations? A field service solution should help service organizations serve customers on their channel of choice and ultimately exceed customers’ expectations.
Fortunately, some innovators are keeping pace with these changes, and businesses leveraging solutions like Oracle Field Service are realizing gains and driving positive outcomes across growth, efficiency, and customer experience (CX) key performance indicators.
Here are just a few examples:
- Vodafone Portugal’s first-time fix rate improved from 85% to 90%.
- Bosch Thermotechnology increased their call rate (jobs completed per day per technician) from 3.25 to 4.1.
- Cincinnati Bell reduced unplanned overtime by 45% and reduced all overtime by 30%.
- VOO increased productivity by 30% through the online dispatch and monitoring of work orders and the flexibility for technicians to start each day from home while agilely reacting to updates with their mobile devices.
- Canon Medical mitigated unplanned downtime and implemented remote and self-service capabilities for both customers and field service technicians.
- Badger Daylighting implemented an end-to-end cloud solution creating a seamless, quote-agree-schedule-serve process dramatically speeding up time to revenue.
Canon Medical and Badger Daylighting shared how they transformed their business to remain competitive with service-first, cutting-edge technology and implementation at the Oracle CX Virtual Summit, Manufacturing Insights: Enterprise Digital Transformation. Watch the replay!
These are just a few of the service organizations that are accelerating the digital evolution of their field service workflow, processes, and delivery to build resilience and flexibility into their organization.
For more information about field service and field service management software, please read:
Also check out:
Rick Shimko is Product Marketing Director for Oracle Fusion Service and Oracle Field Service. He rejoined Oracle in November 2020 having previously worked for the company after the acquisition of TOA Technologies (now Oracle Field Service). Prior to the acquisition, he led the global marketing operations and demand generation team for TOA, building a strong knowledge and appreciation of the role service plays and the technology ecosystem that supports it. Rick resides in Cleveland, OH and has nearly two decades experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies.