Oracle Virtual Summit: Deliver Remarkable Experiences with Connected Field Service

Digitally driven customer and employee expectations challenge field service leaders to think creatively about how to meet these changing needs. By taking a proactive approach and investing in connected experiences, your organization can reap significant benefits.

During this Virtual Summit, we’ll explore how to evolve your field service organization by:

• Enabling customers with self-service tools
• Improving service delivery with knowledge-sharing and guided workflows
• Connecting parts inventory to service delivery
• Building a center of excellence and scaling best practices across your field service teams

On April 7, discover how technology can help modern service organizations address these trends to elevate the customer and employee experience.

Event Topics

How Today’s Best-in-Class Service Teams Measure Experience in Field Service
New research shows service leaders are looking beyond traditional metrics such as Net Promoter Score (NPS) and employee churn. Instead, they’re implementing new customer experience (CX) and employee experience (EX) KPIs that serve as leading indicators of future performance. In this segment, we’ll explore what best-in-class organizations are prioritizing when they measure customer and employee experience.

Customer Experience
When your customers face unplanned issues, can you quickly respond, fix problems, and restore service without disrupting scheduled service activities? Do your customers expect self-service capabilities for nearly every service experience? Discover how to manage emergencies without disruption and how to give your customers more visibility into their service activities.

Employee Experience
When you provide exceptional field service, you drive higher customer satisfaction and retention—plus your employees are happier. Hear about the many benefits service teams can realize from leveraging guided workflows in service activities and learn how to implement them across your business. Discover how to ensure your mobile service teams have the real-time, knowledge-sharing tools they need. You’ll also learn to connect service parts inventory to service delivery, locate parts when and where they’re needed, and finish more jobs the first time. Finally, discover how giving mobile workers the right set of communications and tools to complete sales transactions onsite drives significant growth in your business.

A Day in the Life
How do field service tools and capabilities work in unison to elevate the customer and employee experience? In this segment, we’ll walk through a day in the life of the connected field service organization, focusing on your customers, your mobile employees, and even your assets in the field.

Best Practices
Establishing a culture and process of continued innovation in service delivery can enable you to exceed customer and employee experience goals. Learn best practices and how to get started from the leader of Oracle’s Field Service Center of Excellence.