By Stephen Fioretti, vice president of product management, Oracle CX Sales and Service—Mar 19, 2019
This situation is all too common and will only increase as more companies offer products as a subscription or a service to supplement their traditional product offering. This trend is called “servitization.” When done well, servitization creates a win-win situation for organizations in the form of a better customer experience and new revenue sources. However, to seize this opportunity, organizations have to move beyond traditional break/fix models. Downtime is expensive with new service or subscription business models, but the good news is that proactive service is attainable with connected devices.
Most service organizations have been there: A disgruntled buyer contacts customer service to file an issue and requests a technician. The customer service team, with little insight into the real-time location of field technicians, “guestimates” an arrival time. The technician shows up at a different time and realizes the parts needed for the fix aren’t on-hand. The result: Frustration for all involved, and a negative customer experience that puts future business opportunities at risk.
This situation is all too common and will only increase as more companies offer products as a subscription or a service to supplement their traditional product offering. This trend is called “servitization.” When done well, servitization creates a win-win situation for organizations in the form of a better customer experience and new revenue sources. However, to seize this opportunity, organizations have to move beyond traditional break/fix models. Downtime is expensive with new service or subscription business models, but the good news is that proactive service is attainable with connected devices.
Proactive service isn’t the future; it is today.
To address our new service landscape, we’re excited to introduce Oracle Service Logistics Cloud, the industry’s first, end-to-end solution that connects customer experience, field service, and supply chain operations within a single integrated cloud solution. By combining Oracle Customer Experience (CX) Cloud and Oracle Supply Chain Management (SCM) Cloud, Oracle Service Logistics Cloud helps service-based organizations seamlessly manage operations and provide a unified customer experience, all while controlling costs.
With Oracle Service Logistics Cloud, customers will be able to:
· Achieve a complete, enterprise-wide service solution by eliminating information silos and allowing each service department to work together in real-time.
· Optimize parts logistics and drive profitability by ordering and shipping parts directly to customers and field technicians, managing technician trunk stock and increasing the accuracy of service debrief and billing.
· Deliver a seamless customer experience by providing a single point-of-contact throughout the entire issue resolution process.
· Improve field service by connecting technicians with the rest of the enterprise, while insuring the right technician, with the right skills, and the right parts are meeting all customer commitments.
Oracle customers who are already using both Oracle CX Cloud and Oracle SCM Cloud can take advantage of this functionality today. For more information on Oracle Service Logistics Cloud, visit our solutions
page.
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