Manufacturer | Oracle Field Service Cloud
Background:
The client is a smart water cooler manufacturer. Their coolers customize high-quality flavored and sparkling beverages without needing disposable bottles or cans. Its water coolers are internet-enabled IoT devices. The client is modernizing its field service operation to improve operational efficiency and provide the best experience to its customers. The client uses Oracle NetSuite ERP and Zendesk CRM systems to keep customers, devices, and customer service information. The client wanted to implement Oracle Field Service Cloud (OFSC) to automate their customers’ installation, scheduled maintenance, and repair-related services.
Solutions:
SoftClouds provided an innovative, comprehensive solution that utilized various platforms, including OFSC. We engaged in the design, architecture, and implementation of a new solution for better business processes, including:
- Automate service requests & dispatch field tech for work order
- Inventory & truck services tracking
- Integration between OFSC & NetSuite, Zendesk, & internal custom applications
- Message broadcasts & internal field tech collaboration
- Daily extract from OFSC to reporting tools
Outcomes:
SoftClouds was able to efficiently reorganize and bring the client’s processes up to date to ensure the project’s success. As a result, the client gained these benefits:
- Enable web self-service to request a quote
- Automate work order assignments based on skills and locations
- Forecast scheduling & resource needs
- Reduced field tech travel time & repeated trips to job location
- More job reassignment & field scheduling flexibility
- Collect field tech data during routine visits & push it to external reporting tools
- Flexible routing plans for dispatchers to prioritize the daily activities
- Unified platform for field technicians to manage their daily activities
- Field technicians can assist customers with ad hoc requests using a mobile app
Quote
"The implementation has transformed business operations and brought them to state-of-the-art standards. OSFC’s innovative solutions reduced field tech travel time and helped forecast scheduling and resource needs. Thanks to the excellent architects at SoftClouds, we're proud of this rapid implementation to integrate the process for their field and service operations, which helped the business for quicker service to their customers."
