Oracle Integrates Siebel Field Service with Real-Time Scheduler

— March 09, 2011

Oracle recently introduced Oracle's Siebel Field Service integration with Oracle Real-Time Scheduler, delivering industry-leading scheduling capabilities, cost-based appointment booking and optimal routing of field employees to meet customer demand with reduced cost.

With the new integration, organizations can harness an advanced scheduling engine that scales to meet the requirements of large field service operations, while creating superior customer experiences and significant ROI by lowering costs and increasing productivity.

Instead of the traditional approach of generating routes secondarily, the Oracle solution continuously optimizes up to the point of dispatch and arrival, and includes street-level routing into the scheduling process so drive time and distance are equally considered alongside skills, SLAs, and other scheduling parameters.

With new flexibility in real-time routing, unexpected delays or vehicle problems are taken into consideration and schedules adjusted to ensure customer commitments, as well as cost objectives, are met.Real-time scheduling accuracy shortens the appointment window to a time that is most convenient for the customer, increasing customer satisfaction with the knowledge that appointments will be on-time and honored.

The single Oracle offering also offers new in-day management to ensure call status updates, estimated fix times and any re-routing are immediately visible and the schedule re-optimized. Oracle's Siebel Field Service enables businesses to dramatically enhance their customer service offerings with support for everything from call routing and asset management to onsite invoicing and mobile connectivity.

Oracle Real-Time Scheduler automates and optimizes the scheduling and dispatch of calls using a company's own complex business rules and priorities.

"The integration of Oracle's Siebel Field Service with Oracle Real-Time Scheduler creates an entirely new level of efficiency for increasingly taxed field service technicians to meet and exceed customer satisfaction goals," says Anthony Lye, SVP of Oracle CRM. "By combining two industry-leading service technologies, organizations can immediately begin focusing more on what's most important--the customer."

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