Oracle Fusion Service vs. ServiceTitan

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Oracle Fusion Service
Score 6.9 out of 10
N/A
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.N/A
ServiceTitan
Score 8.3 out of 10
N/A
ServiceTitan is a cloud-based field service management solution. The platform includes CRM, intelligent dispatch, comprehensive reporting, marketing management tools, mobile connectivity for field techs, and QuickBooks integration. The platform's core product offers advanced job booking, drag and drop dispatch board, communication with technicians via integrated texting, email and calls, and advanced reporting. The technician mobile solution allows for paperless invoicing, virtual…
$125
per technician/per month
Pricing
Oracle Fusion ServiceServiceTitan
Editions & Modules
No answers on this topic
ServiceTitan
$125
per technician/per month
ServiceTitan
$398
per month
Offerings
Pricing Offerings
Oracle Fusion ServiceServiceTitan
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeRequired
Additional Details
More Pricing Information
Features
Oracle Fusion ServiceServiceTitan
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Oracle Fusion Service
7.7
78 Ratings
2% below category average
ServiceTitan
-
Ratings
Organize and prioritize service tickets7.573 Ratings00 Ratings
Expert directory7.553 Ratings00 Ratings
Subscription-based notifications7.657 Ratings00 Ratings
ITSM collaboration and documentation6.750 Ratings00 Ratings
Ticket creation and submission8.774 Ratings00 Ratings
Ticket response8.074 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Oracle Fusion Service
7.3
74 Ratings
6% below category average
ServiceTitan
-
Ratings
External knowledge base6.965 Ratings00 Ratings
Internal knowledge base7.774 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Oracle Fusion Service
7.3
76 Ratings
5% below category average
ServiceTitan
-
Ratings
Customer portal7.569 Ratings00 Ratings
IVR7.635 Ratings00 Ratings
Social integration4.946 Ratings00 Ratings
Email support7.974 Ratings00 Ratings
Help Desk CRM integration8.654 Ratings00 Ratings
Best Alternatives
Oracle Fusion ServiceServiceTitan
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Kickserv
Kickserv
Score 9.3 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Jotform
Jotform
Score 8.7 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
ServiceNow Customer Service Management
ServiceNow Customer Service Management
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Oracle Fusion ServiceServiceTitan
Likelihood to Recommend
6.5
(89 ratings)
7.7
(12 ratings)
Likelihood to Renew
10.0
(9 ratings)
-
(0 ratings)
Usability
10.0
(5 ratings)
-
(0 ratings)
Availability
10.0
(1 ratings)
-
(0 ratings)
Performance
9.0
(1 ratings)
-
(0 ratings)
Support Rating
10.0
(7 ratings)
-
(0 ratings)
In-Person Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(4 ratings)
-
(0 ratings)
Configurability
9.0
(1 ratings)
-
(0 ratings)
Ease of integration
5.9
(11 ratings)
-
(0 ratings)
Product Scalability
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Oracle Fusion ServiceServiceTitan
Likelihood to Recommend
Oracle
Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
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ServiceTitan
Well suited for larger companies, and companies that can take advantage of numerous features like dispatching, inventory, etc. Smaller shops may not find ServiceTitan as helpful or at least potentially complicated for a scaled back operation. It doesn't have accounting software, so make sure you have QuickBooks or something similar.
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Pros
Oracle
  • Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
  • Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
  • Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
  • Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
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ServiceTitan
  • Real-time tracking. The biggest problem in logistics in, my opinion, is knowing if your products are arriving on time or not especially as it pertains to food, that was huge here.
  • Most of our managers travel constantly from corporate to distribution because of how centralized the company is they needed something flexible that allowed them to run reports whenever and however.
  • Ease of use - I'll be honest in that our employees are not the cream of the crop as it pertains to their education, this software made the learning process simple.
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Cons
Oracle
  • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
  • I found OPA challenging to use.
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ServiceTitan
  • We'd like to be able to text estimates (currently, email is the only function)
  • We'd like to have audit trails on Customer and Location records (currently only at the job level)
  • We'd like to be able to email/text the customer multiple options within estimates, like the techs can do on their tablet, it's just not a function that can be presented by the office.
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Likelihood to Renew
Oracle
Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
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ServiceTitan
No answers on this topic
Usability
Oracle
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
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ServiceTitan
No answers on this topic
Reliability and Availability
Oracle
We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.
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ServiceTitan
No answers on this topic
Performance
Oracle
We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.
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ServiceTitan
No answers on this topic
Support Rating
Oracle
The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
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ServiceTitan
No answers on this topic
In-Person Training
Oracle
Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.
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ServiceTitan
No answers on this topic
Implementation Rating
Oracle
Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
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ServiceTitan
No answers on this topic
Alternatives Considered
Oracle
TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.
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ServiceTitan
No comparisons. Everyone tries to emulate Service Titan. Service Titan has had the best support. Service Titan also seems like they have a better development team to build out their product and listen to client feedback. Where that's helpful is that they're constantly pushing the envelope of what's possible with enhancing client experience and streamlining operations for a business owner.
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Scalability
Oracle
We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.
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ServiceTitan
No answers on this topic
Return on Investment
Oracle
  • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
  • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
  • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
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ServiceTitan
  • We can more effectively retain customers and send them offers if it's been a while since their last visit.
  • Our cash flow has dramatically improved because now the technicians invoice everything.
  • We can get estimates out the door within the hour, not days later.
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ScreenShots

Oracle Fusion Service Screenshots

Screenshot of A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.Screenshot of Customers can search, email, chat, and call your business from their mobile devices for immediate resolution.Screenshot of Bring omnichannel interactions together into an intuitive, unified agent desktop.Screenshot of A fully integrated knowledge solution is the backbone of all seamless and consistent service experiences.Screenshot of Tailor customer experiences with contextualized and personalized service using dynamic interviews.Screenshot of Predictive forecasting tools increase field service operational efficiencies to ensure timely job completion.

ServiceTitan Screenshots

Screenshot of Assign and view jobsScreenshot of Advanced reports and custom reportsScreenshot of Drag and drop dispatch board