By Kayleigh Fitch-Oracle on Apr 28, 2015
As with any industry, there is a lot of lingo involved when talking about field service management. Don’t worry if you don’t know all of the terms: we’re here to help. Here is a glossary of the top ten words and phrases that are frequently used in field service management.
Field service management is the practice of organizing, scheduling, and routing mobile employees. This sort of management is critical to the success of businesses in a wide variety of industries and typically includes a dispatch or call center as well as a field workforce. Field service management is used by companies of all sizes, from smaller organizations with ten mobile employees to large companies with tens of thousands of staff providing services all across the globe every day.
2. Field Technician / Mobile Employee
A mobile employee, referred to as a technician in some industries, is a member of an organization’s mobile workforce. These staffers perform services in the field – at customers’ homes, places of business, or in isolated areas far from population centers. These services are wide-ranging, and can include:
3. Mobile Workforce
The mobile workforce collectively refers to an organization’s mobile employees. Mobile workforce sizes and types vary greatly between industries and specific companies. For example, some businesses employ only their own field staff while others rely completely on subcontractors. Many rely on a hybrid model, comprised of both direct and third-party mobile employees. One common theme that impacts all mobile workforces is the need to effectively schedule appointments and plan routes so that customers receive the best service possible.
4. Cloud Computing
Cloud computing refers to a method of storing information on remote servers that are accessed through the Internet. When data is stored and processed in the cloud, it can be accessed by any authorized user who has an internet connection. This makes the information globally accessible. The opposite of cloud computing is storing data locally on a personal machine or an in-house server.
5. Software as a Service (SaaS)
Software as a Service, or SaaS, is a model of accessing software via the cloud. All of the data and capabilities of the software are stored in the cloud. Users access the programs and information through the Internet. Simply, SaaS is cloud-based software. It provides an alternative to storing information on individual machines or local servers.
6. Web-Based Application
A web-based application, or app, is accessed through the Internet. The opposite of a web-based application is a locally installed application: one that is downloaded onto a phone, tablet or other device. A good example of this is Gmail, which is Google’s email application. If you visit mail.google.com to access your email, you are using a web-based application. If you download the Gmail app to your iPhone via the iTunes store and then access your mail through the app, you are using a locally installed application.
HTML5 is a coding language used by developers when they create websites. HTML5 is the newest version of HTML, which is the primary programming language of the Internet. One of the most important elements of HTML5 is the connection it provides to the hardware, enabling access to the camera, GPS chip, storage and other functionality. Another significant feature is its ability to present multimedia content. This content can be successfully accessed and viewed by people who use different browsers and different devices to access the Internet. HTML5 helps preserve formatting and other important aspects on web pages – and helps provide the same experience to diverse users. Many modern web-based applications are built using HTML5.
8. Device Agnostic
Programs and applications are considered to be device agnostic when they function equally well across all devices. This includes iOS, Android, and Windows phones; different tablet brands; and desktop / laptop computers. Web-based applications that support HTML5’s rich feature set–which provide enterprise-level security–are also device agnostic. This is the fundamental foundation of a device agnostic application.
9. Predictive Capabilities
In software, predictive capabilities refer to the program’s ability to “learn” from data that is put into the system. Some field service management solutions, for example, are able to predict how long a job might take, based on factors like the how long each unique individual requires to perform a certain task and what inventory is available in each technician’s vehicle.
10. Context Aware
When a program is context aware, it means that it provides users with precisely the right information they need – right when they need it. For example, on an iPhone, when a user has the option to input a URL or an email address, the phone offers a ‘.com’ button. This button is available when a URL or email address is requested; it isn’t there when a URL or email address isn’t in use. This capability shows an awareness of context.
For more information, please visit our website.
No office? No network signal? It's not a problem with Siebel.
Watch our live Webcast on Thursday, October 17 and see how Oracle’s Siebel Mobile solutions transform mobile devices into powerful service and sales tools, using native capabilities within the devices to get information to field teams when and where they need it. Discover how you can:
As mobile and social technology has evolved, the number of channels that customers use to engage with organizations has grown exponentially. With such a diverse range of service channels and touchpoints to manage, how can you ensure you’re able to help customers, such as delivering the right information to the right customer at the right time?
Watch our live Webcast on Thursday, September 12, 8:30 AM Pacific / 4:30 PM BST, to discover how you can deliver consistent, personalized customer service experiences across all modern channels, and:
Don't miss your opportunity to learn how you can enhance customer experiences and resolve service issues faster with Oracle Siebel service applications. Register Now
A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad. Well, I have good news for him and good news for you. Now, you can.
Learn more about how to expand the Siebel user experience in our webcast on June 15, 8:30 AM Pacific / 4:30 PM Paris CEST. While you are at it, register for future Siebel webcasts about customer service, mobile and social sales and service, and other informative topics.
Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch this informative replay of our June Oracle Siebel CRM Webcast to discover how you can:
Today’s customers are mobile, social, and more demanding than ever. Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological changes and growing customer expectations. Join us for the first in a new monthly webcast series to discover how the latest enhancements to Oracle’s Siebel CRM can help you:
Oracle is proud to be a Platinum sponsor of the ICMI's Annual Call Center Exposition taking place May 8-9, 2012 in Seattle, WA – "The Global Gathering for the Contact Center Community." Visit Oracle in booth #505 to learn more about Oracle RightNow Web Experience, Oracle RightNow Contact Center Experience, Oracle RightNow Social Experience and Oracle Social Network, Oracle Knowledge Management, Siebel Field Service, Siebel Warranty Management, and Desktop Virtualization.
Also, don't miss this important Oracle-led education session: YOU and the CUSTOMER – The Winners are Defined by Great Customer Experience, featuring Brian Curran, Vice President, Oracle Customer Experience Strategy, Wednesday, May 9th from 10:15 a.m. - 11:00 a.m. Brian will explain why leading companies are investing in customer experience (CX) solutions that enrich all interactions between a customer and your company. He will discuss how CRM, Service, and Commerce solutions can be combined to create a great customer experience which accelerates new customer acquisition – maximizing customer retention, improving operational efficiency and increasing total sales.
For more information or to register for the conference please click here.
The place to get informed about customer experience and how it impacts your success.