Monday Nov 16, 2015

Toshiba Medical Systems Europe Transforms the Customer Experience with Oracle Service Cloud

How does a world leader in medical diagnostic equipment, which provides the most cutting-edge imaging solutions in the industry, raise the bar even higher? By zeroing in on a strategy for ensuring machine uptime and consistently superior customer service, and building a world-class customer service organization to make this vision a reality.

Part of the Toshiba Group, Toshiba Medical Systems is one of the world’s leading providers of medical diagnostic imaging applications and comprehensive medical solutions. As a leader in its space, the company continuously promotes innovation in the industry, incorporating cutting-edge technologies into its medical imaging solutions. The company is also constantly looking for new ways to improve the service it provides to customers across the globe. Toshiba Medical Systems knows that to continue differentiating itself as a leader, it needs to adapt to changing customer expectations, ensuring every service experience is a positive one.

Recognizing the value of service delivery as a competitive differentiator, Toshiba Medical Systems saw an opportunity to leverage the technology to completely transform this part of its business. The company has partnered with Oracle Service Cloud in an initiative to elevate customer experience while streamlining its service operations using its comprehensive solution suite.

“With Oracle Service Cloud we are taking the next step, entering a new era of customer service: delighting our customers with the support we provide and empowering our employees with state-of-the-art applications to do their work,” says Johan Lombaerts, Senior Manager Service, at Toshiba Medical Systems Europe. “In doing so, we strive to strengthen and streamline communication with customers, provide them the ability to choose their preferred communication channel and access self-service tools at their convenience. It is also our goal in this initiative to increase employee satisfaction for back-office staff and field engineers, and improve the accuracy of the data we collect in order to strengthen our analysis capabilities and continue improving.”

Toshiba Medical Systems Europe will deploy the Oracle Service Cloud’s contact center and Oracle policy automation solutions, along with Oracle Field Service Cloud. The company will leverage these solutions together in order to:

  • Streamline communication with customers, routing incoming calls or incidents to 100 agents on the customer’s preferred channel, including phone, chat, SMS, email and an online portal
  • Provide agents with the tools they need to easily determine a customer’s entitlements on their medical equipment
  • Ensure that critical customer and asset data is shared with resources at every step of the service process – contact center representatives, dispatchers, field resources and even supervisors
  • Improve response times when maintenance is required on assets in the field, reduce asset downtime and customer disruption
  • Drive operational efficiencies in the maintenance and repair of its medical devices, improving field engineer productivity while reducing costs associated with travel and overtime
  • Empower over 350 field engineers by providing them with access to relevant knowledge and peer-to-peer collaboration tools in the field via their mobile devices
  • Improve accuracy of the data collected in the field and ensure that it gets recorded and shared across the organization properly

By deploying Oracle Service Cloud cross-channel contact center, policy automation and field service management solutions, Toshiba Medical Systems Europe will completely transform the entire service process – from the time a customer calls into the contact center to report an issue to service fulfillment and data capture in the field, all the way to customer feedback. Toshiba’s customers will have a more positive experience thanks to streamlined communication and more personalized service, and face less disruption in their day-to-day operations due to Toshiba’s ability to respond quickly and resolve issues faster. For Toshiba, more efficient processes, increased engineer productivity and customer satisfaction will translate into a major improvement in the bottom line and drive revenue.

To learn more about Oracle Service Cloud and Oracle Field Service Cloud solutions, and the value they provide to customers across the globe, visit

About Toshiba Medical Systems Europe
With headquarters in Zoetermeer, The Netherlands, Toshiba Medical Systems Europe (TMSE) markets, sells, distributes and services radiology and cardiovascular systems, including CT, MR, ultrasound, X-ray and cardiovascular equipment, and coordinates clinical diagnostic imaging research for all modalities in Europe. For more information, visit the TMSE website at

About Toshiba Medical Systems Corporation
Toshiba Medical Systems Corporation is a leading worldwide provider of medical diagnostic imaging systems and comprehensive medical solutions, such as CT, X-ray and vascular, ultrasound, nuclear medicine and MRI systems, as well as information systems for medical institutions. Toshiba Medical Systems Corporation has been providing medical products for over 80 years. Toshiba Medical Systems Corporation is a wholly owned subsidiary of Toshiba. Visit Toshiba Medical Systems Corporation’s website at

Friday Oct 23, 2015

DISH Network’s Journey to Modern Field Service Management

By Yuval Brisker, VP of Product Management, Oracle Field Service Cloud

Almost four years ago, TOA Technologies and DISH Network announced an important milestone. Together, the two companies completed the largest deployment of a SaaS mobile workforce management solution ever, deploying TOA’s ETAdirect to over 14,000 field technicians across the United States in less than four months from the beginning of deployment. DISH had selected TOA as the first part of a strategic initiative to transform its technology and business processes with the goal of putting the customer at the center of the service experience.

As one of the largest pay-TV providers in the United States, DISH was looking to leverage technology in new ways to enhance efficiency in its operations and improve the bottom line, while improving customer satisfaction. DISH decided a technology revamp was in order – upgrading many of its back-end systems, including its billing solution, and for the first time, deploying a complete field service management software solution. 

This initiative went beyond driving operational efficiencies, to re-aligning the business focus. With over 14 million subscribers in all 50 U.S. states, DISH wanted to make sure that this technology transformation would have a deep, positive impact on the customer experience. In fact, one of the main reasons that DISH selected OFSC/TOA was because it was not just about increasing efficiencies to reduce operational cost, but also about personalizing the customer experience. With the OFSC/TOA solution, DISH automatically provides more precise appointment start times and proactively communicates appointment status updates via customers’ preferred communications channels.

DISH partnered with TOA, which has since been acquired by Oracle and is now known as Oracle Field Service Cloud (OFSC), to dramatically consolidate its field service operations, reducing back-office headcount and streamlining planning and field service operations management. The natively SaaS OFSC/TOA solution allowed the company to automate and optimize the management of its entire hybrid field workforce – both in-house and contracted resources, as well as partners – within one central solution providing advanced booking, capacity management, job assignment, routing and scheduling capabilities. Using OFSC/TOA’s unique patented, time-based and predictive solution, DISH was able to significantly boost operational efficiency and free up its back-office staff to focus primarily on managing exceptions. The company was also able to increase job completion rates, reduce drive time, and align the technology that DISH employees use to do their work with customers with the most state-of-the-art tools available today.

DISH’s field service management transformation with Oracle Field Service Cloud has resulted in significant improvements, both in terms of operational efficiency and customer satisfaction. Some of the key results achieved by DISH include:

  • 15% increase in technician productivity
  • 75% reduction in planning and dispatch staff
  • 40% reduction in calls into the contact center asking, “Where’s my tech?”
  • 55% reduction in technician overtime
  • 10% reduction in miles driven
  • Increased on-time arrival to 91%

Learn more about DISH’s journey to becoming a modern field service leader and its challenges and solutions along the way at Oracle OpenWorld 2015. Join Erik Carlson, EVP of Operations at DISH, and Yuval Brisker, VP of Product Management for Oracle Field Service Cloud, when they will discuss Dish’s journey with Oracle Field Sevice Cloud/TOA transforming field service operations. The session, titled Get Ahead: Transform Field Operations – DISH and Oracle Field Service Cloud will be held on Tuesday, Oct. 27th at 4:00 p.m. in Moscone West – 2016.

Find more information, or register for our session here.

Tuesday Oct 20, 2015

Join Over 20 Oracle Service Cloud Customer and Solution Sessions at OpenWorld 2015!

Outstanding service is still the top reason customers recommend a business. And the Oracle Service Cloud team is excited to once again join the Oracle OpenWorld 2015 customer experience (CX) activities to talk about how to deliver outstanding service anywhere, anytime to today’s customers.  The team is hosting more than 20 sessions on how to differentiate your brand by unifying web, social, contact-center and field service experiences to help develop lasting, profitable customer relationships.  Please join us in San Francisco, October 25th-29th in Moscone West, on the 2nd floor to:  

  • Hear how top organizations like HQ Air Reserve Personnel Center, LinkedIn, SiriusXM, and others are delivering consistent, positive customer service across all channels with cost-effective assisted and self-service experiences.
  • Discover how to engage with customers by using live chat, co-browse, social, web, mobile and field service to provide personalized, reliable, and adaptive service, delivering the right answers at the right time.
  • Learn about the latest that Oracle Service Cloud offers including updates to advanced knowledge capabilities and how integration with sales, marketing, and commerce applications can help differentiate your brand with modern customer service.

OpenWorld 2015 attendees will also gain access to discussions on pressing service industry trends with analyst thought leaders such as Kate Leggett of Forrester Research.  In addition to in depth service solution demos and best practices, attendees will be able to gather insights into upcoming Oracle Service Cloud product strategy.  All of the sessions are designed to help drive continual business value for service professionals by simply outlining how to get going, get better, and get ahead with innovative customer service.  For more information about CX Central and to attend this year’s valuable Oracle Service Cloud sessions, please visit and register here.

Friday Oct 16, 2015

Nov 4 Webcast with Analyst Aly Pinder: Modern Field Service Adds Value for Customers by Shelby Lastowski

You know delivering exceptional customer service is a differentiator for your company, and modernizing your field service team is top of mind. But how do you know which investments have the biggest impact? Join Aly Pinder Jr., leading Field Service Analyst at Aberdeen, and Jeff Wartgow, Director of Product Management at Oracle as they discuss:

  • The evolution of field service from reactive to predictive
  • The changing face of service execution
  • The ways to leverage technology to deliver more service value 

You will come away armed with the information you need to modernize your field force and delight your customers!

Register Now


Aly Pinder Jr., Senior Research Analyst, Service Management, AberdeenGroup

As a senior research analyst in the service management practice, Aly Pinder Jr. researches and explores how service and manufacturing executives utilize technology and implement best practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for improved performance and increased profitability.

Aly’s coverage areas within the service space primarily cover the following topics on which he has written or co-authored over 60 research reports and benchmarked more than 4,000 service executives in his five plus years with Aberdeen: 

  • Field Service and Mobility
  • Service Parts Logistics
  • Warranty and Service Contract Management
  • Reverse Logistics
  • Repair and Return

Along with these specific areas of coverage, Aly is also responsible for the development and engagement of the Service team’s Research Advisory Council consisting of over 50 senior-level service executives. Aly’s past experience has included responsibilities in both reverse logistics and customer support roles. He holds an MBA in Supply Chain Management from Northeastern University (Massachusetts) and a BS in Business Administration from Pepperdine University (California).

Jeffrey Wartgow, Director, Product Management, Oracle Field Service Cloud

Jeffrey Wartgow leads the Field Service Cloud product management group at Oracle. In this role, Jeffrey works closely with customers and Oracle’s technology teams to understand use cases for field service management. Using this research, Jeffrey helps align the features and benefits of Oracle’s solutions to various customer challenges. Before joining Oracle, Jeff was with TOA Technologies (acquired by Oracle) where he served as the vice president of product marketing and also spearheaded relationships with all device, integration, service and technology partners as vice president of channels and alliances. Before joining TOA, Jeffrey 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, Jeffrey served seven years with Dell Inc. During this time he managed Dell’s Strategic Alliances for Europe, the Middle East and Africa as well as Dell’s New Partner Evaluation program. Jeffrey 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, Jeffrey is an expert on mobility, predictive analytics, big data, enterprise cloud computing, technology ecosystems, partnerships and integrations, and the dynamic relationship between hardware, software and services in enterprise IT architecture.

Wednesday Sep 23, 2015

Take a Quick Tour of Oracle Service Cloud

What do you know about Oracle Service Cloud? You may have heard it delivers complete, out-of-the-box customer service. Or that it enables lasting, profitable customer relationships by delivering unified web, social and contact center experiences.

But that ‘marketing speak’ only gets you so far… To really understand what Oracle Service Cloud can do for your business, you have to take a test drive. Get behind the steering wheel and try out its capabilities.

Oracle Service Cloud’s Quick Tour Demo puts you in the driver’s seat. Click here to see firsthand how Oracle’s Web Customer Service can help you deliver the very best customer experience (CX)—while lowering costs and increasing conversions.

Choose ‘Show Me’ if you want a chauffeured experience. Or ‘Try It’ to navigate for yourself.

Want to see more? Then Sign up for a live demo customized to your needs.

Monday Sep 14, 2015

Transforming the Customer Experience with Field Service

Customer expectations for service are shifting – so much so that the customer experiences organizations deliver have become a critical competitive differentiator. Now, organizations are challenged to find new ways to enhance each interaction with customers. For those with mobile employees serving customers at their homes or businesses, there’s an opportunity to take customer relationships to the next level by investing in a modern field service strategy.

Think about it: most often, a field service appointment is the only face-to-face interaction an organization will have with customers. And, field service appointments typically occur during a critical point in the customer lifecycle – a customer has recently purchased a new product or service that needs to be installed, or the customer experiences a problem with a product or service purchased and it needs to be resolved. These interactions provide pivotal opportunities for organizations to build positive relationships with their customers, and ultimately increase retention, differentiate their brand and improve the bottom line.

With each field service event holding so much potential, organizations must ensure field service resources are empowered to provide the best experience possible. Interested in learning more about in the relationship between field services and improved customer satisfaction, and how to build a field service organization that takes advantage of this connection? Check out the Oracle Service Cloud white paper, titled “Field Service and Customer Care,” to understand:

  • How the customer landscape is changing and what’s driving this shift
  • How technology trends and the focus on customer success are transforming the traditional service model
  • What the new customer care model looks like and how field service fits in

Download the white paper here. And, for more information about Oracle Service Cloud’s field service management solution and the customer care benefits it provides, visit

Thursday Aug 27, 2015

Latest Oracle Field Service Cloud Release: Improving the User Experience to Enhance Service

Delivering an exceptional customer experience is critical to the success of any organization. For organizations sending field service resources to customers' homes and businesses to deliver products or perform services, empowering those resources can help ensure a better experience for the end customer. Oracle Field Service Cloud's latest release includes product enhancements that help organizations empower their field resources and enhance their experience in using the solution. 

[Read More]

Friday Aug 07, 2015

Field Service Tech Talk: Integrating Field Operations Into Your Big Data Strategy


Oracle Service Cloud’s field service management solution, Oracle Field Service Cloud, works by collecting lots of data points to make accurate predictions. So naturally, we get a lot of questions that sound like “If I can collect all this data from the field to run my field operations, should I be thinking about a big data strategy, too?”

To help answer this question, I’m bringing in Jeffrey Wartgow – he’s a director of product management for Oracle Service Cloud, and an expert on the field service management market and how the shifting technology landscape is affecting it – including big data.

Christine Friscic (CF): Big data is getting a lot of attention these days. It feels very similar to when cloud became a hot topic – lots of people are talking about it, but there isn’t much practical advice or direction! What do people in the mobile workforce management world need to know?

Jeffrey Wartgow (JW): Field service is an important part of operations, and you should absolutely include field service data in your big data strategy. But that doesn’t mean you should have a “field service big data system.” In principle, big data is holistic, and so you need to have as much data coming into the system as possible, in real-time and from all areas of your business. So, think of the tenants of big data as the three Vs – volume, velocity and variety.

A true big data solution is a company-wide effort: it should blend field service data with sales data, asset data, customer data and any other data you are collecting, and then analyze that data as a whole to determine what the larger trends are that may be hiding in that data. The result: the trends you identify by looking at all collected data holistically will ultimately help you make more informed decisions that will benefit both the entire organization and individual functions.

CF: That clears up some misnomers about big data in general. As a next step, how should people who work with a field service team be thinking about their own big data contribution?

JW: Look at the logistics of how you are managing your field employees. Are you using a field service management solution to manage your field work? If so, that solution is likely collecting information about the way your employees perform work in the field – from how long it takes individual employees to complete certain types of jobs to their personal break habits.

Here’s one potential outcome from blending this data with data from other parts of the business, such as customer support: field service employees can act as field sales reps. When a field technician knows the customer’s past buying habits, and even buying habits in that customer’s geographical location, he can make a more accurate targeted upsell pitch and even schedule a delivery appointment on the spot.

CF: Okay, we know what kind of data to collect. But how should we collect this data?

JW: In today’s world, we are living with our smartphones as constant companions. If you’re out and take a quick look around, chances are that you will see more than one person with their smartphone in hand – checking email or Facebook, watching a video on YouTube, messaging with friends or playing a game. So, because big data is all about collecting a large amount of data, from various areas of the business, and collecting it in real-time, what better place to turn for data than the mobile device that essentially has become of you?!

Much in the same way we behave in our consumer lives, it’s safe to say that your employees have their devices attached at the hip. So, to ensure that you’re getting a good mix of data, and that you’re collecting it constantly, start using the mobile devices and solutions your employees are already using to collect data.

CF: All great practical advice! To close, what’s one thing that you wish you knew when you started dealing with the big data world?

JW: Big data is messy – you are not necessarily going to know all of the ways it should be used right off the bat, and you might not have a single idea for an application at all! It is a learning process. Just remember: collecting data across all areas of the business, including data from the field, and analyzing it as a whole is the only way you will be able to spot the macro trends that will have a real impact on your business – the relationships that you never thought of before.


Wednesday Jul 29, 2015

The Connected Field Service Workforce: Past, Present and Future

Face-to-face customer interaction is the best opportunity to build loyalty, immediately address concerns, collect customer feedback and even upsell new services or products. And often, the only employee to ever engage with customers face-to-face at their homes or businesses is the resource sent to provide field services. Whether that person is performing equipment maintenance, delivering a product, or connecting a customer to a new service, it’s vital that field resources arrive at customer appointments with all the tools and information needed to complete jobs correctly the first time, every time. Only field resources that are truly “connected” have the tools to drive an exceptional level of customer engagement. So how can you achieve this level of connectivity within your field service operations? [Read More]

Wednesday Jul 15, 2015

Field service, the Hollywood Way

On June 1, 1975, Hollywood broke with tradition when it released Jaws to audiences across the country. Traditionally, summer had been the dumping ground for perceived flops – buzz-worthy movies were reserved for cold-weather release on the grounds that people had better things to do on sunny days than go to the movies.

Now, “blockbuster season” is as ingrained in popular culture (and advertising cycles) as holiday shopping or back-to-school. Whether you’re partial to natural disasters, dinosaurs or a little animated magic, the film industry works hard to pack your summer end-to-end with movies you want to catch on the big screen.

Movie making is big business, but what can Hollywood teach us about the way business gets done? Earlier this year, financial reporter Adam Davidson wrote in The New York Times Magazine about the “Hollywood model” approach to business, in which a project is identified and a team assembled to work together for no longer than it takes to complete the project.  Our economy is shifting more and more toward this model, with Davidson adding that more of us can expect to “see our working lives structured around short-term, project-based teams rather than long-term, open-ended jobs.”

Certainly, the Hollywood model is more nimble than what we think of as the traditional model: capital is raised and workers are hired to fill jobs with no specific duration or endpoint. The former is more adaptable to market forces, both in terms of cost and for the workers themselves, because it’s more responsive. In the movie business, as Davidson points out, weekly box-office results provide new information about which skills are the most valuable. If last week’s hit movie relied heavily on computer animation, animators will find themselves in a stronger negotiating position than if a live-action romantic comedy topped the box office.

This all sounds a lot like modern field service management, which is also experiencing a shift from an old, reactive model to the current model of proactive and preventative service. A field force might consist of full-time employees as well as contractors who can respond when demand spikes. As with the Hollywood model, workers arrive at the assigned location, perform tasks and then move on to the next job. Feedback, in the form of customer satisfaction, dictates whether or not the provider will be called upon to provide the service again. And companies that provide the very best service will find themselves in the best position to cement their reputation as industry leaders.

For service organizations, taking advantage of this shift calls for a field service management strategy and the right tools to carry it out. Managing a field force with paper, pencil and phone simply isn’t powerful enough to meet the daily demands of the business and provide good service. This is where field service management technology steps in. Because the Hollywood model is subject to so much change, the technology has to adapt as quickly as the work evolves. 

Oracle Field Service Cloud meets the demands of the Hollywood model because it is self-learning, acquiring knowledge as more work is performed. The solution can make more intelligent assignments as it learns about the work habits of individual performers. Over time, the technology learns which combinations of activities and personnel yields the most success – and the best service.

In the Times article, the author’s assertion that “it is all but impossible to make a healthy profit in the United States by simply competing as the low-cost provider” of a product or service rings true. “Profits,” Davidson writes, “need to come from that extra something that only your company can give, something for which customers are willing to pay a premium.” Increasingly, this extra something is service, delivered reliably and efficiently.

As technology evolves, the way we request service will continue to collapse the time from ticket creation to incident resolution. If a remote cellular phone tower can signal that it needs service without human intervention, or an Amazon customer can press a button indicating they need more laundry detergent, it won’t be long before a cable box can flag itself for replacement or a thermostat can trigger an energy audit. The companies that emerge as leaders will be those that not only understand how this technology will impact their business, but are prepared to respond to requests instantaneously with the help of a sophisticated field service strategy.

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