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Customer Experience Technology,
Customer Service
December 13, 2018
Rush Hour Routing - How Oracle Field Service Cloud Changes the Game
John Ranalli, Sr. Product Manager, Oracle
When scheduling a mobile workforce, companies can encounter various obstacles while trying to get their field resources on site quickly and efficiently. They can be hindered by traffic, different driving styles, weather, and inaccurate route information. The resulting delays or cancellations can greatly impact a customer’s experience with your brand.
Thanks to cloud-based and mobile technologies, companies can leverage innovations like artificial intelligence (AI), machine learning, and predictive learning to ensure that customers can predict a mobile resource’s arrival within minutes.
So, what exactly are these scheduling technologies?
- There is Predictive Travel, which takes historical traffic data, the time of day, and driving styles to accurately predict travel times.
- Real-Time Traffic uses available data from map providers (i.e. Google) to adjust travel times based on real-time traffic patterns.
- As well as Street-Level Routing, which is the method of using point-to-point drive time calculations, while incorporating turn-by-turn directions to accurately determine travel times.
Each of these options are great on their own, but imagine employing a combination of these different scheduling technologies. Unique to Oracle Field Service Cloud is the flexibility to accommodate brands based on specific business requirements. This can play out in various ways. For example, a field service organization may have different scheduling requirements based on service locations (e.g. rural vs. urban). Oracle Field Service Cloud allows each group the best scheduling options for those circumstances. Or, different lines of business within the same company may need different scheduling requirements for their individual needs. Oracle Field Service Cloud can accommodate that.
Whether your company has thousands of jobs to schedule a day, or needs a way to get the right person to the right place on time, Oracle Field Service Could has you covered.
Here’s a short video detailing Oracle Field Service Cloud’s unique approach to using any combination of Predictive Travel, Real-Time Traffic updates, and Street-Level Routing options.
Join the discussion
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What a great way for companies to serve their customer and make sure the technicians are there on time. No one likes to hear that someone will be there between 10-2 only to find out that it will by 3pm because the technician got stuck in traffic without a good way around it.
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It is a great news that with Oracle Field Service Cloud we will be able to manage Predictive Travel, Real-Time Traffic and Street-Level Routing.