Oracle Service Cloud opens bigger gap with TOA Technologies

Oracle Service Cloud is, in my opinion, the best cloud-based customer service solutions and will now open an even bigger gap to the competition, with the addition of features and functionalities from TOA’s solutions – after Oracle announced the acquisition of TOA Technologies, leader in cloud-based field service solutions.

For some companies, and customers, field service is a critical aspect of customer service…

From a customer perspective, we know how painful it is to be at home waiting for our internet provider’s technician, that never arrives to fix our problem. Or how annoying it is to stay home an entire morning waiting for the delivery service that is due to arrive between 8 AM and 1 PM!

From a company perspective, we know how hard it is to have employees on the road – many of them contractors; delivering products/services; on schedule or responding to unexpected demands – and being able to manage, monitor or communicate with them. Trying to make everything more efficient and cost effective.

TOA Technologies’ solution were built to manage and optimize field services, by coordinating activities between dispatchers, mobile employees and their customers. Enabling real-time monitoring of service requests coming through the contact centre, allowing the routing and assignment of the right employee to dispatch, predicting service windows with accuracy, letting employees on the road collaborate in real-time and communicate with customers via any channel.

The solution seems to be mature and proved. Tagged as the best by Gartner – in the Gartner’s Magic Quadrant for Field Service Management: “TOA is a best-of-breed field service optimization vendor based solely in the cloud” – and used with success in companies like E.ON, Orange, Ricoh, Telefónica, John Lewis, Virgin Media, Bupa or Vodafone.

Gartner Magic Quadrant for Field Customer Service - Oct 2013

TOA stands for “Time of Arrival”, and that should mean everything, for companies and customers. Reduce overtime, miles driven, cancellations and waiting time. Increase job completion rate and customer satisfaction.

Currently, TOA has three main solutions: ETA Direct Professional, ETA Direct Enterprise and ETA Workforce (for salesforce.com users). Let’s wait and see if TOA will remain a separate product or if its functionalities will be completely integrated or immersed in Oracle Service Cloud.

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