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Benefits and Insights

Why use Oracle Field Service Cloud?

Key differentiators & advantages of Oracle Field Service Cloud

  • Increase Customer Satisfaction: The software will automatically pair the right tech to the right customer, increasing overall satisfaction and driving customer retainment.
  • Dispatch Automatically: Automatic dispatch assigns workers based on factors like schedule, location, skills and more. By automating dispatch, back office managers can free up resources and time.
  • Tackle Critical Issues: The system notifies businesses of critical issues, such as safety hazards or emergency maintenance, all without human intervention.
  • Run Anywhere: Field Service Cloud is designed to run on network computers, set-top devices, PCs, workstations, minicomputers, mainframes and massively parallel systems.

Industry Expertise

Oracle serves a variety of customers across the field service, hospital, healthcare, education, retail and consumer services industries. Some of their major clients include Yamanashi Japan, Metronet, DIRECTV, Unilever, Essential Enterprise and more.

Key Features

  • Precise Geo-Coding: By using advanced analytics and corroborating map data, users can access rich geographical information. This can be useful in optimizing service routes or in assisting field technicians.
  • Job Assignment: Resources can automatically be routed to an urgent work assignment completely automatically.
  • Dispatch: Employees can be dispatched efficiently, always matching the most skilled technician with the right job — all optimized to fit the technician’s schedule.
  • Flexible Mobile Application: Techs can be equipped with highly configurable solutions that enable them to reach the back office from the field. Features include document management and mobile payment.
  • Scheduling: Assign jobs based on skill level, location, regional availability, performance patterns and more.
  • Omni-Channel Communication: Customers can be reached through a variety of communication channels, be it email, text, phone call or more.

Limitations

Some of the product limitations include:

  • Oracle Field Service Cloud is exclusively a cloud-based solution and doesn’t offer on-premise installation
  • It doesn’t support APIs
  • The solution doesn’t allow users to create batch and custom invoicing
  • The software doesn’t let users maintain the equipment supersession history if there are multiple changes to the serial number or item number within the same day
  • It doesn’t let users maintain and monitor all equipment history, including usage, repair, maintenance, etc. for ready reference of the field representative

Suite Support

Oracle offers a variety of support options for their products. Their support is divided into two tiers: standard and premier. Premiere customers can access a number of benefits that standard subscribers can’t.

mail_outlineEmail: Email support isn’t available from Oracle.
phonePhone: Premiere customers can access 24/7 phone support and receive coverage across all of their issues.
schoolTraining: Oracle offers training support and certifications, though the person registered must belong to a registered partner of Oracle. Additional training and support can be found in the Oracle knowledgebase.
local_offerTickets: Support tickets can be sent through Oracle’s support website. Requests will be solved as soon as possible.

Cost of Ownership

License/Subscription Cost
  • Based on monthly subscription license fee model, which includes key metrics such
    as type of module selected, authorized number of users and maximum number of
    appointments, as defined in the work order/contract
  • Pricing also includes upfront cost for customization and integration
Maintenance Cost
  • Included in the subscription cost, and covers ongoing upgrades and customer support
Installation/Implementation Cost
  • Included in the subscription cost
Customization Cost
  • Costs will vary depending on the type of add-on modules selected, such as mobility
    cloud service, capacity cloud service, customer communication cloud service,
    collaboration cloud service, smart location cloud service and forecasting cloud
    service
Data Migration Cost/Change Management/Upfront Switching Cost
  • Dependent on the amount of data to be migrated, availability of migration tools,
    complexity of data and gaps between the existing system and the new system
Training Cost
  • Costs may vary depending on the product modules and training requirements, such
    as basic, online/on-site training support, end-user training, video/self-training or
    train the trainer approach
Recurring/Renewal Costs
  • Costs will vary depending on the type of add-on modules selected and the monthly fees paid for ongoing maintenance, upgrades and support

Oracle Field Service Cloud Reviews

Average customer reviews & user sentiment summary:

327 reviews

80%

of users would recommend this product

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