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August 26, 2020

When Being at the Right Place at the Right Time Is Critical for Field Service

By: Shawn Myers | Director, Product Marketing, Oracle Cloud CX Applications

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Gartner recognizes Oracle in the Magic Quadrant for Field Service Management. 

Click here to download the report.

The pandemic is a magnifying glass on what business processes are and aren’t working; service strategies included. New business challenges are quickly replacing old ones as the pandemic reveals where organizations lack intelligent processes, or the ability to pivot and be agile at critical moments.

This is especially apparent as businesses position their service departments on the front line in solving urgent interactions with customers or citizens, across all lines of business. As a result, support teams are experiencing an unprecedented increase in inbound inquiries and service requests. To adapt, service models are shifting to accommodate digital and remote support options. The same goes for field service. When it comes to supporting customers in-person, field service teams are realizing that they need to adapt in an agile way to continue supporting customers and their needs during these uncertain times.

Field service is vital in maintaining essential infrastructure–like power, water, internet, and other utilities. Field service teams are also the first to ensure the lifesaving equipment–like MRI machines and ventilators–at hospitals and care facilities are working properly, especially if these facilities reach capacity. In these cases, being in the right place, at the right time, with the right tools and parts to solve the problem can not only avoid frustrated customers–it has the ability to save lives.

When everything is changing around us so quickly, how you support your customers and your employees in a safe and healthy way is critical. Investing in a solution that has the flexibility to quickly meet these changes head-on in the field is essential. Oracle Field Service was built natively in the cloud, so that if your employees have to work from home they can do so seamlessly, and still provide the same excellent service as if they were in an office.

Because field service is so important to emerging business models and customer relationships, it’s with great pride that I can announce that Oracle has, for the seventh consecutive time, been named a Leader in the latest Gartner’s Magic Quadrant for Field Service Management. We're honored for Gartner’s recognition of Oracle’s based on completeness of vision and ability to execute. We’re proud to be able to support our customers around the globe.

We continually want to build on this momentum and build leading tools to help field service organizations. If you’re looking for a partner to help you overcome obstacles and exceed customer expectations, we’d love to hear from you.

To learn more about Oracle’s position in this year’s Magic Quadrant for Field Service Management, click here to download the full report.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Oracle acquired TOA Technologies (TOA) in July 2014. TOA Technologies as a Leader in Magic Quadrant for Field Service Management 2012; TOA Technologies as a Leader in Magic Quadrant for Field Service Management 2013; TOA Technologies as a Leader in Magic Quadrant for Field Service Management 2014; Oracle as a Leader in Magic Quadrant for Field Service Management 2016; Oracle as a Leader in Magic Quadrant for Field Service Management 2017; Oracle as a Leader in Magic Quadrant for Field Service Management 2019; Oracle as a Leader in Magic Quadrant for Field Service Management 2020.

Gartner, Magic Quadrant for Field Service Management, Jim Robinson | Naved Rashid, 06 July 2020

Director, Product Marketing, Oracle Cloud CX Applications

Shawn Myers leads the B2C Product Marketing team for Oracle Marketing Cloud. Over a long career in Silicon Valley, Shawn has held marketing leadership roles with a wide variety of Martech and Adtech companies, including time spent leading Product Marketing for Responsys. With a passion for helping customers discover their unique value in complex technical solutions, Shawn works closely with marketing, sales, and service organizations to bring greater understanding and awareness to Oracle’s solutions.

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