By: Bill Nolan
I had a frustrating weekend waiting for my three month old heating unit to be repaired. This is all the more annoying to me because the firm I work for, ennVee TechnoGroup, specializes in implementing Oracle Cloud applications. We have implemented Oracle Service Cloud for a wide range of companies, but unfortunately the firm I bought my heater from is not running Oracle.
Having a person with the appropriate skill set arrive at the correct location with the parts needed to fix a customer’s product during the time window agreed upon is something we expect, actually achieving this is challenging.
The underlying goal of Field Service is to never have a customer WWK (waiting without knowing). Over the last few days I spent plenty of time in the Waiting Without Knowing Zone.
After my initial call for service I was told to expect a technician between 10am and noon. He arrived at 2:20pm after I placed two more calls, only to tell me he did not have the part necessary for the repair.
I began to understand the power of a good Field Service application.
When we implement Oracle Field Service we integrate CRM, ERP, Billing and HRIS to prevent people from finding themselves in the cold Waiting Without Knowledge like me.
I was appreciative on the second day when the right person finally showed up with the right part and fixed our heat. The technician seemed surprised; he said most people in this situation would be cursing at him. This seems like a frequent occurrence.
The way I see it, he did not create the problem, his firm’s lack of a functioning Field Service Application was the issue.
ennVee implements and upgrades Oracle OFS and 3rd party modules to provide a seamless Customer Support experience.
Our service-focused Cloud solution allows firms to optimize their call center operations.
Access to HRIS means that the technician with the right skill set arrives at the right location on time.
Integration to ERP assures that the correct parts are available and replaced in inventory.
Warranty information is checked, Financials are updated and customers are invoiced if necessary.
Finally, information is captured to expand the Knowledge Base in the Oracle Knowledge Management System.
My neighbor suggested that I write a disparaging Yelp review for the company that left me in the cold. Instead, I plan to contact them this week to see about scheduling an OFS presentation.