As the leading Oracle Field Service Cloud implementation partner in the Asia Pacific region, IVO is always looking for ways to improve the customer experience and reduce inefficiencies. In this multi-part series, we will look at how organisations can get the most out of their investment in Oracle Field Service Cloud.
After collecting data and other key data inputs, the next element in targeting 98% accuracy for work assignment is:
Routing Trials & Gathering Feedback
Once business objectives are defined, data for metrics have been collected and are accurate, it’s now time to start routing trials. Using our unique method of conducting routing trials, we will run the Oracle Field Service Cloud routing engine with configurations that will determine how closely the business objectives are met. Over a 2-week period, results are reviewed and "tweaked" based on feedback from a broad audience to ensure that a balanced routing plan is formed and meets business objectives.
Our experience shows that gathering feedback from each stakeholder group independently provides a more balanced view of what works and what needs improving. Groups that feedback should come from include:
- Dispatchers
- Field Managers/Supervisors
- Technicians/ Mobile workforce
- Senior managers
Committing to provide feedback on the routing trials, will ensure all aspects of the trials are reviewed and, if required, modified to produce a better outcome.
Do you want to know if your Oracle Field Service Cloud routing engine is running optimally?If so, contact IVO now to schedule a FREE INITIAL HEALTH CHECK.