The impending workforce crisis service organizations have been fearing is no longer impending – it is here. Field service leaders are working harder and paying more to identify, hire, and retain workers just to meet existing demand. At the same time, they must innovate service delivery, meet their customer satisfaction goals, and grow service revenue.
That’s why it was no surprise to me to see new research validate how – from top-to-bottom – service organizations are adapting:
At Oracle we’ve continued to layer artificial intelligence into our applications portfolio to empower users and accelerate workflows across the entire business. And, as far as IoT goes, we’re helping asset-intensive companies connect equipment and devices to enable remote triage and predictive maintenance activities.
Recently we partnered with TechSee, a leader in intelligent visual assistance technology for customers, agents, and field technicians, to integrate intelligent visual assistance technology into Oracle Field Service.
TechSee delivers a platform that teaches itself to recognize thousands of hardware products, models, parts, and components, which it can use to provide end users with step-by-step visual guidance via an augmented reality (AR) layer.
This helps companies troubleshoot issues faster, decrease truck rolls to reduce cost, improve case resolution rates, and ensure safe outcomes by delivering contactless support which is especially important in this current climate.
The technology is useful in several service scenarios, including providing remote guidance to customers for self-service repairs as well as expert support for field technicians who need to escalate unique or uncommon issues where answers aren’t readily available in a knowledgebase or employee portal.
“Adding visual guidance capabilities to our leading Oracle Field Service applications is a game changer for our customers in asset-intensive industries like manufacturing, utilities, and communications” says Jeff Wartgow, Vice President of Outbound Product Management “we’re excited to partner with TechSee to give our customers the best tools to service their customers.”
Ari Rosenstein, Vice President Marketing at TechSee, concurs "TechSee is excited to partner with Oracle. Oracle Field Service and Oracle's focus on mobile field services solutions makes this a natural partnership. Together we will help the world's largest field service teams drive better customer experience, improve technician enablement, and dramatically cut operational costs by reducing truck rolls.” He adds “by adding TechSee's communication capabilities like augmented reality, live remote video, and computer vision AI, Oracle Field Service can offer amazing employee and customer experience from anywhere."
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.