Introduction to Oracle Field Service Cloud
The demand for Field Service Management (FSM) solutions like Oracle Field Service Cloud (OFSC) has been on a rise due to technological advancements and increased customer expectations. The global market for this is predicted to reach 5.39 billion dollars by 2023. A large portion of this market share will be countries that are ahead in mobile and cloud adoption.
Transitioning from on-premise to the cloud
As enterprises have to handle high volumes of data, most of the solutions were deployed on-premise for easy management. But as the data increased, scaling the solutions for more data was a major challenge. On-premise solutions are no longer the norm and cloud solutions soon became widely adopted. With FSM, transitioning to cloud solutions is now a smooth, accelerated process.
FSM not only allows for consolidated data management but also allows authorized personnel to access the data remotely. It provides extremely secure and dependable connectivity and the architecture can be easily moulded to fit the current and future needs.
About Oracle Field Service Cloud
Oracle Field Service Cloud (OFSC) is an application that combines field service management and mobility features in a single solution. It can process multiple data processing requests in real-time and uses this data to predict future behaviour. This increases efficiency and also reduces organizational costs.
Key features of OFSC
Routing
OFSC uses sophisticated algorithms to assign resources based on their availability.
- Skill-based routing: Based on the service required, the technician’s expertise and background are assessed to assign the technician for the service.
- Expected time of arrival: Based on the client’s location, technician’s location, and the live traffic, the system predicts the time of arrival of the technician.
- Live maps: The system has integrated maps for easier navigation.
- Intelligent routing: The system can also route the technician based on the availability of tools and the type of service.
Mobility
OFSC enables technicians to manage their work conveniently through their mobile phones.
- Customizable: The UI can be personalized for a more convenient interface.
- Accessible: The data on the mobile device is synced to reflect the real-time availability of resources.
- All-in-one: Details like work orders, map navigation, inventory, availability, etc. are available on a single platform.
Collaboration
OFSC enables field technicians to easily collaborate with their peers and other colleagues.
- Connected field workers: With the networking capabilities, the field workers can have open communication with management, dispatch, and other resources.
- Chat & call: The system allows for peer-to-peer chats and video calls among field workers.
- Broadcast messaging: Reminders, safety warnings, weather/traffic alerts can be sent from any device.
- Helpdesk: A virtual helpdesk has a knowledge base for answering urgent queries.
Forecasting
Based on past data, the OFSC system can identify trends and patterns to predict future behaviour and adapt to changes.
- Performance monitoring: Goal and performance tracking can be done by creating plans and schedules.
- Work management: Work time can be predicted based on past data to manage workers’ time more efficiently.
- Universal scheduling: Booking models can be customized based on the business needs to accommodate different types of bookings.
Smart Location
OFSC is empowered with predictive technology that leverages real-time data to predict job locations, routes, etc.
- Third-party workers: The system also allows contracting seasonal and third-party field workers easily.
- Field service monitoring: For monitoring purposes, the system provides an overall view of various field workers.
- Intuitive locator: Customers can view the location of assigned field workers.
Oracle Field Service Cloud is an FSM solution that can truly transform the user experience. It is geared with Oracle’s reputed machine learning and artificial intelligence technologies to optimize the field service work. The solution is self-learning and uses predictive technology to create schedules based on the user’s requirements.
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