When companies like Uber and Lyft completely disrupted the customer experience (CX) and permanently changed expectations for customer service, the world took notice. The idea that you could simply open your app, request a ride, and visually track the driver’s progress to your location was mind-blowing.
Having that level of visibility may seem trivial today, but these services and the technology behind them have fundamentally changed our expectations for everything from food delivery to field service.
Waiting for a field service technician to arrive is painful. And relying on technicians to communicate what can often be inaccurate, arbitrary estimates erodes customer satisfaction. “I’m 15 minutes away” could really be more like 30 or 45 minutes, thanks to traffic, accidents, or detours.
Providing customers total visibility during a field service engagement is something many service organizations strive to offer, but it’s a unique challenge. Yes, you can always provide service updates via phone call, text, and email, but the gold standard is now giving customers the option to visually track—in real time—the mobile worker on a map. Offering such visibility for both the company and the customer is a huge competitive differentiator.
Oracle Field Service was built to enhance the customer experience from the moment a service appointment is scheduled. A key innovation in this area is our native Where’s My Technician functionality—which much like the popular consumer apps we use every day—delivers a fully transparent view of service appointment details, technician location, real-time arrival estimates, and more.
Take a closer look with this brief demo:
This powerful enhancement to Oracle Field Service illustrates an ongoing commitment to delivering a solution that’s configurable and flexible enough to evolve as rapidly as customer expectations.
Learn why Oracle was named a Leader in the Gartner® Magic Quadrant™ for Field Service Management for the 10th year in a row.
Where’s My Technician allows users to deploy an Uber-like customer experience with their distinct branding that’s aligned to their field service processes. Customers choose to receive notifications via email and/or SMS. Then they can follow the progress of the ever-critical “last mile” of the service lifecycle, just as if they had hailed a ride or ordered a pizza.
Oracle Field Service proactively engages customers with their relevant appointment details, such as the mobile worker who will be arriving onsite and their real-time location details on a map. This allows for a safe and transparent experience that helps make every customer interaction run smoothly.
Additionally, Where’s My Technician can be easily configured within your field service solution without relying on a systems integrator. It works seamlessly with Oracle Digital Assistant, which accelerates service event management through intelligent chatbots and decision automation. This combination allows you to simplify service appointment rescheduling with no human intervention.
See it in action in this brief demo:
Oracle Field Service offers intuitive, AI-powered tools for routing, scheduling, and managing field service technicians. Learn more about how this solution makes it possible to deliver efficient and on-time service experiences every time with a quick self-guided product tour.
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Post updated November 2021
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.