Cleaning | Oracle Field Service

Sewer Cleaning Maintenance -Oracle Field Service Cloud

Background

The client is a family-owned and operated business located on the East Coast with residential and commercial drain cleaning and septic tank pumping. The company has over 30 employees and a fleet of trucks with the latest equipment based on a 30,000 square-foot facility.

Challenges

Before implementation of SoftClouds’ solutions, the client encountered various challenges like dealing with inefficient billing and customer service functionality, along with the following:

  • Inadequate product configuration that slowed down opportunities
  • No proper handshake between dispatcher & technician
  • No tracking of technicians’ real-time efforts
  • Sunsetting of an existing platform

Solutions

SoftClouds provided a comprehensive solution that was innovative and utilized a variety of platforms, including Oracle Field Service (OFS). 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
  • Proactive safety & compliance process
  • Inventory & truck services tracking
  • Quote-to-order-cash process
  • Integration between OFS & Oracle Service Cloud (OSvC)
  • Integration between OSvC & PayPal payment gateway
  • Message broadcasts & internal field tech collaboration

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:

  • Reduced call wait time for customers
  • Forecast scheduling & resource needs
  • Reduced field tech travel time & repeated trips to the site
  • More job reassignment & field scheduling flexibility
  • Collect field tech data during routine visits & store it in OSvC
  • Can track real-time where’s my technician & truck
  • Virtual helpdesk with low cost

Quote

The implementation has completely transformed business operations and brought them to state-of-the-art standard. The Oracle Field Service Cloud’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.
- Mahesh Jeyakumar, Oracle Service Cloud Director