Oracle helps field service teams deliver consistent and efficient service with new Workflow Manager

March 15, 2022 | 2 minute read
Jeff Wartgow
Vice President, Product Management
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Oracle Field ServiceThis is a syndicated post; view the original here.

Companies in telecommunications, utilities, manufacturing, and other industries that provide services via mobile workers are facing two compounding challenges.

First, a generational shift is taking place across their workforces, which is resulting in the most tenured field service team members retiring or leaving the field. As they leave, they are taking with them vast experience, best practices, and decades of earned “know-how” for getting things done.

Second, services are getting increasingly complex. Not only is equipment becoming more technical and connected, but it is also being updated and serviced more frequently than in the past. As a result, service processes must adapt, and field service teams need on-going training and upskilling.

To help our customers address these challenges while continuing to deliver high quality service, we are introducing Workflow Manager within Oracle Field Service, a part of Oracle Advertising and Customer Experience (CX).

Benefits of Workflow Manager for field service organizations

With Workflow Manager, our customers will:

  • Improve Productivity: Using a preconfigured set of steps for initiating service, diagnosing issues, performing repairs, as well as customer debriefing and upselling enables inexperienced field service workers to complete routine tasks consistently and without extensive training.
  • Ensure Quality: Workflows deliver visual guidance to field service teams to complete the steps in a specific order and ensure safety, compliance, and quality.
  • Enhance Visibility: Each completed step is recorded to provide real-time monitoring of the progress of a job. As a result, supervisors and dispatchers can view the progress and status of a service activity without disrupting the field service technician.

Oracle Field Service helps schedule, route, and equip mobile workers so they can complete service activities at a customer’s home, office, or installed asset location. The addition of Workflow Manager improves the consistency of service delivery, no matter the level of experience of the field service technician.

See Workflow Manager for Oracle Field Service in action with this brief demo.

*Oracle Field Service customers have access to Workflow Manager today.

Additional resources for field service and field service management software

7 benefits of guided workflows for today's field service organizations

How to simplify the increasing complexity of field service management

The who, what, why, and how of field service management software

Oracle Field Service product tour

Jeff Wartgow

Vice President, Product Management

Jeff Wartgow is a member of the Oracle Service product management leadership team. In this role, he works closely with customers and Oracle’s technology teams to help define the company's product vision.

Before joining Oracle, Jeff was with TOA Technologies (acquired by Oracle), where he served as the vice president of product management and also spearheaded relationships with all device, integration, service, and technology partners as vice president of channels and alliances. Before joining TOA, he spent two and a half years as a director at FTI Consulting in San Francisco, where he was charged with developing the company’s first formal partner program. Prior to FTI, Jeff served seven years with Dell Inc., where he managed Dell’s Strategic Alliances for Europe, the Middle East, and Africa, as well as Dell’s New Partner Evaluation program. He also led Dell’s Competitive Intelligence team, focusing on enterprise products.

With more than 15 years of experience in diverse roles across the technology industry, Jeff is an expert on mobility, predictive analytics, big data, enterprise cloud computing, technology ecosystems, partnerships, and integration, as well as the dynamic relationship between hardware, software, and services in enterprise IT architecture.

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