Oracle announced that it has signed an agreement to acquire TOA Technologies, a provider of cloud-based field service solutions that manage and optimize the last mile of customer service for enterprises by coordinating activities between dispatchers, mobile employees and their customers.
TOA's solutions manage more than 120 million service events annually in more than 20 countries and include global brands across many industries, including DISH Network, E.ON, Home Depot, Ricoh, Telefonica, Virgin Media and Vodafone.
Oracle said TOA's Field Service software-as-a-service (SaaS) solution enables enterprises to continuously monitor real-time field service requests coming in from contact centers; to schedule the right field service representative to dispatch; and to use business analytics to monitor and view current inventories, accurately predict service windows, and optimize field service operations. TOA's customers have more efficient field service operations and lower costs of delivering field service, and they deliver a superior customer experience, the company said.
"Companies want to offer customers a unified and highly engaging experience each time they interact with them," said David Vap, group vice president of Oracle Product Development, in a statement. "Field Service is a critical aspect of customer service and by integrating TOA with Oracle Service Cloud, Oracle will uniquely offer enterprises the ability to coordinate face-to-face service interactions from the contact center to service scheduling and delivery. Further, by integrating TOA with Oracle's ERP Cloud and ERP Applications, enterprises' field service teams will have better information and can be operated more efficiently and at lower cost."
Oracle Service Cloud, part of Oracle Customer Experience Cloud, is a platform for online customer service, cross-channel contact center, knowledge management and policy automation. Oracle ERP cloud solutions help accelerate productivity, allocate resources and provide on-demand information access. Moreover, Oracle Service Cloud and Oracle ERP cloud solutions combined with TOA will empower innovative customer service organizations to drive operational efficiencies while bolstering customer satisfaction and exceeding service expectations through personalized service, Oracle officials said.
"Delivering quality field service during the last mile of issue resolution is critical to achieving the highest levels of customer satisfaction," said Yuval Brisker CEO of TOA Technologies, in a statement. "TOA's solutions help companies streamline operations, gaining real-time scheduling capability that transforms how service is delivered. Adding TOA's solutions to Oracle Service Cloud will enable companies to accelerate their ability to deliver exceptional customer service."
- Benefits of TOA with the Oracle Service Cloud include the following:
- Visibility across contact center and field service on status of customer request,
- Optimized scheduling of field service request based on skills, time and location,
- Shared knowledge base between customer, contact center and field service,
- Rapid feedback loop to improve customer service and operational efficiency, and
- Complete visibility and optimization of the service experience.
As an example, in a successful implementation for DISH Network, which provides pay television service to 14 million subscribers in all 50 states and Puerto Rico, TOA completed its largest deployment of tablet-based mobility initiatives to 17,000 users in less than four months, Oracle said. The company also achieved a 15 percent increase in technician productivity, 10 percent travel reduction and up to 80 percent increase in same-day work capacity. DISH Network also experienced a 400 percent productivity increase by dispatch staff with an 85 percent reduction in dispatch facilities, Oracle said.