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.
Following on from our introduction in Part 1 of this series, if you plan to target 98% accuracy for work assignment, it will require defining a key set of elements to achieve this, the first of which is:
Routing Objectives
Fundamental to achieving goals is setting your objectives, and working with the world-leading work routing engine within Oracle Field Service Cloud is no different. An initial set of questions regarding objectives should cover items like
Is the objective to :
- reduce travel?
- have optimal travel vs service level met?
- reduce idle time?
- reduce overtime?
- increase uniformity?
- reduce work handed back at the end of day?
- increase the assignment of work to the "gold" level in field resources?
There are many other considerations that need to be given when defining routing objectives and while some seem obvious (ie. almost all our clients would like "optimal travel vs service level met”), this alone is not sufficient to deliver the optimal mix for field service excellence.
Once Routing objectives are defined, a plan to collect metrics to baseline Current vs. Expected performance is next, which we will cover in Part 3 of our series.
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.