Welcome to the Oracle CX blog:
The latest in customer experience strategy, technology, and innovation.

The Road to Modern Field Operations at Field Service USA 2015

Christine Friscic
Product Manager, Oracle Service Cloud

It's that time of year again, when hundreds of field service professionals venture to Palm Springs to share their experiences and expertise with peers at Field Service USA.

Demand for field service management software is at an all-time high, as organizations across industries and geographies recognize the impact that modern field service management tools have in helping them achieve key objectives – from delivering a better customer experience, to boosting operational efficiencies and powering major cost-savings. Whatever your organization’s goals, we expect Field Service USA to be a valuable experience, in which attendees will collaborate with their peers and share their unique experiences to further advance the industry.

Some of the key discussions at last year’s event focused on:

  • Customer service versus customer care: Organizations continue to turn to technology to move from a transactional approach to a customer success approach, leveraging predictive analytics, collaboration in the field, real-time communication and better access to information in the field.

  • Empowered employees: Companies with employees that feel empowered with the right tools  for success retain quality people and achieve greater customer satisfaction. That’s why many field organizations are investing in mobile technology, effective field service management solutions and employee training.

  • The challenge of doing more with less: Organizations – and their customers – are under pressure to improve productivity, reduce costs and manage headcount and overtime. Turning to cloud-based field service management tools is helping many businesses achieve results without bogging down staff and resources on a year-long, on-premises implementation.  

  • The growing Internet of Things: According to Gartner, there will be nearly 26 billion devices on the Internet of Things by 2020. The constant stream of data provided by this connectivity between people and things presents a new world of opportunities, and challenges, for organizations in the field service space.

We’re looking forward to continuing these discussions at Field Service USA 2015 next week! In addition to further conversation around last year’s top trends, we can expect to learn more about the trends impacting the industry today, such as the continual rise of the cloud, the increased value of good customer service and the correlation with modern field service technology. Some of last year’s topics have evolved. For example, increasingly, field service teams may see themselves responding to either an Internet of “dumb” things or an Internet of “smart” things  – and understanding the difference will impact decisions they make about how to run their business.

Attending the show? Visit the Oracle Service Cloud team at booth 113 to discuss these trends, and how they will impact your business, or to learn more about the Oracle Field Service Cloud Service solution. We also invite you to join our field service management experts in the following sessions:

The Road to Modern Field Service – led by Jeffrey Wartgow, Director, Product Management; Wednesday, April 22nd at 11:05 a.m.

Roundtable Ideas Xchange, Table 11: The Road to Modern Field Service – led by Kayleigh Fitch, Product Manager; Wednesday, April 22nd at 12:15 p.m.

Not registered yet? Find more information, including how to register, on oracle.com. We hope to see you there!

Be the first to comment

Comments ( 0 )
Please enter your name.Please provide a valid email address.Please enter a comment.CAPTCHA challenge response provided was incorrect. Please try again.