Oracle and TCS partner in multi-pillar DFS solutions with Oracle Service Cloud at its core
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer
February 21, 2019

Oracle and TCS partner in multi-pillar DFS solutions with Oracle Service Cloud at its core

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle Service Cloud

TCS (Tata Consultancy Services) LTD is an Oracle Diamond/Cloud Premier systems integrator (SI) who has been selected as Oracle's GTM SI partner for approx. 2 years in the DFS (Digital Field Service) Cloud space. TCS has use cases and one current client for Digital Field Service (DFS = IoT Cloud Service +Big Data Analytics CS + CX Service -and- Field Service Cloud solutions) and other related opportunities at joint Mfg. and Energy Services clients.
  • It does a great job capturing and managing the initial service call request.
  • Also, it is great in its APIs and ability to connect with other Oracle Cloud solutions, as evidenced by the Oracle Cloud solutions which make up Digital Field Service or DFS.
  • Compelling UI that is inviting and customers can intuitively use and embrace.
  • Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
  • Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
  • Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
  • Web self-service
  • Live chat
  • Email
  • Field support
  • Messaging platforms
  • Telephony
  • Co-browse
  • IoT
No, no impact or problem(s) with our customers being able to provide Omni-channel customer service & support.
Many of Oracle's and TCS' joint Oracle Service Cloud customers have also subscribed to and are using Oracle Knowledge Advanced Cloud, and often Oracle Co-Browse is also part of the solution to provide relevant, integrated knowledge mgt. to the function being performed at the time.
  • Service Cloud has had an ROI of about 20% for our joint Oracle & TCS customers using the solution, either alone or in conjunction with the greater Oracle Cloud DFS solution suite.
  • Field Service Cloud (related product or solution to Service Cloud) has had an ROI of about 30% for the business process steps it cover, manages.
  • The speed of service request resolution has increased by about 50% for those customers using Oracle Service Cloud over their old, previous solutions.
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.
Yes - I am a member of the Independent Oracle User Group.

TCS - as an SI but not a direct customer - participates in all of Oracle's Field Advisory Boards (or FABs) for cloud apps, including Oracle CX Service and Sales Clouds.
Very well suited for manufacturers who have post-installation servicing requirements and requests, as per the Digital Field Service or DFS solution.

Oracle CX Service (formerly Oracle Service Cloud) Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
10
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
External knowledge base
9
Internal knowledge base
9
Customer portal
9
IVR
8
Social integration
9
Email support
10
Help Desk CRM integration
10