Oracle Field Service Release 12 Enables More Efficient Customer Service and Improved Management of Mobile Resources and Assets

REDWOOD SHORES, Calif., July 17 -- Oracle today announced the integration of Google Maps for Enterprise(TM) mapping service with Oracle(R) Field Service, giving companies new tools to help improve customer service, maximize resource utilization and increase operational efficiencies. Additionally, Oracle is introducing Oracle Field Service Release 12, which delivers advanced capabilities to help reduce costs and improve customer satisfaction with enhanced mobility, scheduling and spares management capabilities. With this latest release, service technicians are equipped to provide more efficient, cost effective service and better manage customers and dispersed assets.

Integrating the Google Maps API with Oracle Field Service creates a high performance mapping experience for the field service dispatcher and field technician. Field service dispatchers are now able to quickly and easily identify technician routes and problem locations on the Google Maps based interface to track and manage resources and customer issues. They are able to zoom and navigate the map with ease and without having to reload an entire map image. In addition, field technicians can view their jobs easily on a map or satellite image from the Google Maps API.

"We are pleased to see the innovative ways in which Oracle is using Google Maps for Enterprise to deliver geo-based capabilities that are both powerful and easy-to-use. With Google Maps as context, service organizations can connect customers with the most appropriate technician, equipped with the right parts in a timely manner," said Noah Doyle, Product Manager for Google Maps for Enterprise.

New Capabilities Provide Better Information; Streamline Service Management

As customer service is critical to many of today's global business strategies, field service organizations are faced with a growing number of challenges and opportunities. Oracle Field Service Release 12 includes significant new capabilities in technician schedule optimization including spatial coverage for Western Europe and world markets as well as support for multi-day tasks, site access hours and customer appointment confirmation tracking.

This latest release also delivers a new Oracle Field Service Administrator's Portal that enables administrators to work with the tasks assigned to either in-house or partner technicians across time zones and regions. As part of Release 12, Oracle Spares Management provides enhanced capabilities to support key planning and logistics processes in the service management lifecycle. A new dashboard enables time-phased planning and a horizontal view to deliver improved planning and replenishing processes for field service warehouses and technician inventories. Now, replenishment recommendations for excess, defectives and new-buys are also generated to better manage and streamline parts processing and support reverse logistics.

"By integrating Google Maps for Enterprise, Oracle Field Service delivers on the promise of an extended Service Oriented Architecture and Web 2.0 collaboration. Oracle CRM users will derive tremendous business value through advanced map views and interactions; at the same time receiving a world-class user experience through the Google Maps User Interface," said Vice President Oracle CRM Product Strategy Mike Betzer. "Armed with these new capabilities, service organizations will be in a better position to more effectively utilize resources and keep customer satisfaction levels high."

General Availability

The Google Maps for Enterprise integration is currently available as a part of Oracle Field Service 11.5.10 and above. Oracle Field Service Release 12, part of the Oracle E-Business Suite, is also currently available.

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