Seriously, Where is My Technician?

April 2, 2020 | 2 minute read
John Ranalli
Senior Manager, Product Management, Oracle Advertising and CX
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This blog, originally published Dec. 2, 2019, has been updated with a new video.

Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the customer experience and the expectations around service can’t be overstated. In fact, the term “uberization” has been so overused, there is a certain exhaustion that comes with every mention. But, the impact has been substantial. The expected experience these services have created has carried over into industries like Field Service.

This shouldn’t come as a big surprise. Field Service is the perfect example of how moving toward a more “uberized” experience can create a huge competitive differentiator.

Keeping customers informed throughout the entire lifecycle of a field service engagement is something that all companies strive for, but also where most fall short. While updates can be provided via voice, SMS, and e-mail, the gold standard is to provide customers with the option to visually track, in real-time, the mobile worker on a map.

Oracle Field Service was built from the ground up to take the customer experience to the next level. Recently rated a Leader for the 6th consecutive time in the Gartner Magic Quadrant, the report ranks us highest in our ability to execute. Oracle takes another big step toward providing exceptional field service with the November 2019 (19D) Release. We’re introducing native “Where’s My Technician” functionality – demonstrating our ongoing commitment to vision, execution, and to building a solution that’s configurable and flexible enough to evolve rapidly as changing customer expectations.

This feature allows users to configure an Uber-like experience for their customers that matches their own branding as well as helps them build an experience and notification rules that match their field service processes.

Customers receive notifications via email and/or SMS. They can also now follow the progress of the ever-critical ‘last mile’ of the service lifecycle, just as if they hailed a ride or ordered a pizza.

Oracle Field Service proactively engages customers with their relevant appointment details such as the technician who will be arriving onsite with up-to-date location details of him or her on a map. This allows for a safe and transparent experience that meets the ever-increasing demands of customers. In addition, “Where’s My Technician” helps to reduce costs by allowing users to configure the functionality within their field service solution without relying on a systems integrator.

Finally, giving customers total visibility means they'll be prepared when their field service rep arrives - and sets field service employees up for success.

If you are interested in learning more about how the “Where’s My Technician Tracker” can help reduce costs, improve customer satisfaction, and provide a competitive advantage for your company – be sure to check our release readiness pages.

To learn more about this exciting new feature click here.

To learn more about Oracle Field Service, visit https://www.oracle.com/applications/customer-experience/service/field-service-management.

 

John Ranalli

Senior Manager, Product Management, Oracle Advertising and CX

John specializes in product strategy for Oracle Service with an industry focus on field service. He has worked in CX, service, and field service for more than 14 years and has over 8 years of experience and expertise with Oracle Field Service, an enterprise-class SaaS solution used in over 55 countries.


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