In this report, TEC research analyst Raluca Druta delves deep into Oracle's approach to addressing the current demands of the field service management (FSM) market. Read the report and find out how Oracle's three different FSM product lines and recent strategies and partnerships enable the software giant to provide strong customer engagement and great customer experiences.
The Oracle field service management (FSM) offering actually comprises three separate product lines:
1. Siebel customer relationship management (CRM) applications
2. Oracle E-Business Suite (EBS)
3. Cloud and native software-as-a-service (SaaS) scenarios of Oracle Service Cloud, through a partnership with TOA Technologies.
While EBS built FSM functionality driven by customer requirements—the sweet spot for this offering is customers already using other EBS applications, Siebel acts as a best-of-breed solution on top of existing enterprise resource planning (ERP) applications. If, for example, a customer has an SAP back-office application, it will not choose EBS FSM, but rather Siebel.
With the move to the cloud through a partnership between Oracle Service Cloud and the multitenant cloud-based FSM solution TOA Technologies, Oracle has acknowledged and is taking concrete steps to address the current cloud market requirements and trends. In addition, for customers that require moving from an on-premise to a cloud-based solution, Oracle offers a couple of options:
1. Leverage cloud applications from Oracle through Oracle’s Cloud Solutions.
2. Buy Oracle’s FSM solutions through a partner under Oracle’s Business Partner Outsourcing Program—through which partners can resell solutions in the cloud.
Oracle has developed most of the code for both EBS and Siebel in-house, but still uses components that have been gained through acquisitions, such as ENDECA for analytics.
Customer experience is an important consideration for Oracle, as the vendor aims to highlight positive experiences and address negative ones. Oracle routinely consults a customer advisory board it has created for guidance on various issues; the board asserts that customer experience is a top issue while new product launch is a lower priority.
While field service automation is key to business efficiency, the vendor believes that customer experience makes the ultimate difference. This attitude is pervasive across all of the vendor’s products and platforms (EBS, Siebel, etc.), and it affects the entire customer lifecycle, from marketing to commerce to service.