Great tool for field control
Overall Satisfaction with Oracle Service Cloud
OFSC will receive all demand for Service activities, another Oracle product. We will create the buckles according to the distribution of our technicians as well as their definition of capacity and ability. Field technicians will be using the Mobile version. We will not use the automatic version at this moment. In this way we will be able to know the actual use of our field teams and take actions to optimize their use, besides being able to follow in real time their location and activity that they are executing.
Pros
- Real-time monitoring of the field technician
- Activity distribution quickly and clearly by visualizing the dashboard
- Prevent the field technician from being late in the activity, the backoffice being able to perform the rescheduling or send another technician who has the same skill and equipment of the current one
- Being able to inventory on the client by identifying the items being installed, replaced, and / or removed
- Objectively schedule the technician's work day saving time and resources
Cons
- An activity can not be performed from one day to the next
- Tool update process is almost daily
- Be able to propose dates and times for these schedules when the customer calls the customer's central office, demonstrating greater control over their processes
- Being able to schedule visits to clients so that they can decide and feel more comfortable in this service
- Better manage the company's field assets so we can make the most of it without generating new costs (overtime) or idleness. In this way, they can apply these values in new opportunities to the client
We have a legacy system
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