Field Service Management

Oracle Field Service Cloud transforms customer experiences as well as the effectiveness and productivity of your field service operation. Customers no longer wait without knowing when service will occur and how long a job will take because Oracle Field Service Cloud’s patented approach eliminates guesswork and uncertainty. Users can plan, optimize, and manage fieldwork, scheduling and coordinating jobs for mid-to-large workforces in minutes. Then, field teams can communicate—with customers and each other—to ensure jobs are completed in a timely manner. This holistic field service loop allows you to create efficient daily job schedules, work assignments, and routes while maintaining a real-time view of the field. If something changes, you can make adjustments on the fly and still keep customers informed.

Customize and Optimize Field Operations

Extend superior customer service into the field. Drive operational efficiency—no matter how complex your organization. Automate, then optimize the entire service process—from customer incident through service delivery and feedback.

  • Capacity

    Understand exactly how much work your field force can handle at any given moment, and be able to focus field resources on the most business-critical tasks.

  • Routing

    Ensure that the right mobile employee—with the right skills and equipment—is assigned to the right job, every time.

  • Core Manage

    Get a real-time, holistic view of field service operations. Track resources. See completed, in-progress, and future work. And intervene when jobs are in jeopardy of missing SLAs.

  • Mobility

    Empower field employees with everything they need to succeed—delivered right to their mobile device.

  • Smart Location

    View and compare actual routes against predicted routes. Maintain the integrity of appointment data.

  • Collaboration

    Give your mobile workforce context-aware collaboration tools to help them share knowledge, equipment, and parts in the field.

  • Customer Communication

    Give customers more choices, more flexibility, and more information. Communicate via predictive alerts on your customers’ preferred channels before and after scheduled appointments.

  • Forecasting

    Take field resource planning a step further – transform your business from capacity-driven to demand-driven operations. Predictive forecasting ensures you’re always staffed to meet customer demand.

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