CX Applications
SCM Applications
ERP Applications
Tech
Sales
CPQ
E-Commerce
Content
Subscription Management
Field Service
Service
Marketing

Sales

Oracle CX Sales is a comprehensive Cloud-based CRM offering a full range of classic CRM features, further enhanced with additional capability through Artificial Intelligence, Performance Management, Planning, and extensive data management power.

Sitting on Oracle’s Fusion platform, Oracle CX Sales natively integrates with a whole host of other Oracle tools, while also being simple to integrate with systems from other vendors. CX Sales is often deployed with it’s direct counterpart, Oracle B2B Service, to offer support for your customers from a single platform within your CRM.

Sales

CPQ

Oracle CPQ (Configure, Price, Quote) allows you to give your clients a superior customer experience in three crucial ways; self-served or salesperson-led configuration for complex products and orders; global pricing catalogues and discount levels which are centrally managed; and a streamlined quoting system that can speed quoting times up from days or weeks to hours or minutes.

By offering a solution that optimises your selling process, you can give customers what they are asking for; faster quoting, simpler transactions and configurable products, self-service, and a better customer experience.

CPQ

E-Commerce

Oracle Commerce is a cloud-native eCommerce platform with a full scope of capability for B2B commerce experiences. With extensive out-of-the-box features and multisite functionality, Oracle Commerce offers everything you need in a modern eCommerce SaaS platform.

Sitting on the Oracle Fusion platform, Oracle Commerce easily integrates with Oracle’s extensive Supply Chain Management applications. This allows crucial data points to be easily accessible within the platform, supporting visibility across Order Management, Inventory Management, Product Hub/PIM, and more.

E-Commerce

Content

Oracle Content Management enables your business to easily create, syndicate, and distribute consistent content across digital channels; whether that be marketing automation, social, web, mobile app, or any other common digital platform. CX Content is a centralised content management system (CMS) offering full digital asset management (DAM) with site-building capabilities.

Create content and videos, deliver across multiple channels, and standardise your digital media; whether locally, regionally, or globally. Support your teams with a single source of truth for all of your digital assets that can be centrally managed or collaboratively contributed to.

Content

Subscription Management

Oracle Subscription Management allows you to connect your CRM and back-office, allowing you to manage subscriptions, contracts, renewals, and upgrades through a single platform which can integrate directly into your wider system architecture.

Develop new revenue streams by creating recurring orders for spare parts and consumable products, or simplify the management of contracts, billing, and revenue across all of your existing subscriptions.

Subscription Management

Field Service

Oracle Field Service is a service management solution that supports you to coordinate all of your in-field service teams, maximising the efficiency of your mobile workforce.

Field Service allows you to accurately predict staffing needs, with improved forecasting and workload management goals, optimise your resource utilisation, and intelligently automate scheduling and routing. Ensure your teams are scheduled, routed, and equipped correctly for every job.

Field Service

Service

Oracle B2C Service is a powerful service desk solution providing innovate and immediate ways to service customers through whichever channel they prefer. Unifying customer data across all platforms they choose to interact with your business in, customers will always receive a more personalised service through Oracle B2C Service.

Features like Digital Assistant, Live Chat, Video Chat, Messaging and more ensures that customers are supported in the way they want to be supported, and allows your agents to maximise their ability to support them. Functionality like Oracle Intelligent Advisor offer intuitive ways to route minor issues away from the service desk, allowing your service team to spend more time on key issues.

Service

Marketing

Oracle Eloqua is a top-of-the-range Marketing Automation platform, offering all of the classic Marketing Automation features such as advanced scheduling, campaign management, and a configurable email development dashboard, while revealing more about your customers through in-depth BI.

Connect your marketing automation platform across eCommerce, CRM, Service and more to offer the most personalised experience possible. Deliver campaigns at the right time, in the right way, to maximise lead-building opportunities while keeping the customer happy with what they receive from you.

Marketing
Order Managment
Product Hub/PIM
Product Development
Inventory Management
Manufacturing
Service Logistics
Maintenance
Procurement

Order Managment

Oracle’s omnichannel order-to-cash solution, Oracle Order Management, is a dynamic tool which supports organisations to increase profit margins, improve customer service, and move faster on order execution.

Being part of Oracle’s Fusion platform allows Order Management to natively integrate with a whole host of other enterprise applications, creating the most well-connected and streamlined lead-to-cash system in the market.

Order Managment

Product Hub/PIM

Product Hub serves as the Enterprise-wide single source of truth for products and their relevant data. Integrating seamlessly with your eCommerce portal, as well as key enterprise systems such as PLM. With Product Hub, you get faster product launches, efficient omni- channel commerce, and superior customer experience.

Oracle Product Hub is natively integrated with other Oracle SCM Cloud products and offers rich capabilities around data consolidation, data cleansing, data governance, and data sharing.

Product Hub/PIM

Product Development

Oracle Product Development Cloud (PD) provides faster, more efficient, and collaborative product development and launch processes. It provides a robust change management system to control the modifications in a product and it’s structure by enabling the approval of change orders before the changes are published.

Product Development gives complete visibility of the evolution of your products by tracking their iterations, allowing you to have full visibility of your product’s development history and supporting changes for faster launch and change periods.

Product Development

Inventory Management

Oracle Inventory Management gives complete visibility of the material movement in your company and across your global supply networks. It provides faster order fulfilment by automating, streamlining, and controlling inventory operations.

Oracle Inventory Management’s dashboards provides substantial visibility into all material movements across your internal and external locations. It provides easy and flexible inventory counting processes which hypercharge your ability to have more robust supply chain visibility systems – benefitting you, and your customers.

Inventory Management

Manufacturing

Oracle Manufacturing Cloud offers a robust solution which streamlines and improves the efficiency of Discrete, Process, or Mixed-Mode manufacturing. It provides a quick and user-friendly UI for defining the manufacturing processes of all the products in your supply lines.

Crucially, Oracle Manufacturing Cloud reduces the time taken in fulfilling your Sales Orders by leveraging its native integration with Oracle Order Management and other Oracle SCM applications. This allows you to effectively monitor the manufacturing costs and variances by plant, and determine root causes for cost variations.

Manufacturing

Service Logistics

Oracle Service Logistics connects Oracle Service and Oracle Field Service with Oracle Supply Chain modules to provide an end-to-end solution to support your Field Service teams.

Oracle Service Logistics connects the gap between engineer and depot, enabling your field service technicians to easily order, receive, transfer, and reserve parts for their trunk stock, ensuring they always have the right parts. Oracle Service Logistics also provides complete visibility of Service requests raised across all sources, ensuring your in-field engineers and agents are always connected and in communication with your desk-based service teams.

Service Logistics

Maintenance

Oracle Maintenance Cloud streamlines the corrective and preventive maintenance operations of your organisation. It provides a 360-degree view of your assets, including full visibility of its maintenance, meters, and hierarchy.

Powered by advance technologies like IoT cloud and Machine learning to provide Predictive Maintenance and Prescriptive Maintenance capabilities, Oracle Maintenance Cloud helps you to avoid unplanned down-time.

Maintenance

Procurement

Oracle Procurement Cloud is an integrated end-to-end solution for managing your Source-to-Settle operations. It simplifies the buying process for your employees, and maximises user adoption with a consumer-like, guided experience.

Oracle Procurement Cloud automates business processes, enables strategic sourcing, improves supplier relationship management and simplifies buying resulting in lower risk, improved savings, and greater profitability.

Procurement
Receivables
Payables
General Ledger
Cash Management
Fixed Assets

Receivables

Oracle Receivables supports the day-to-day running and maintaining of accounts receivable operations, including a host of services to support customer billing and payment actions; revenue recognition and changes; accounts receivable balances, and reconciliation to your General Ledger.

Receivables

Payables

Oracle Payables ensures you can view and report on your accounts payable transactions across foreign-currency, global tax regimes, and future-dated payments. A comprehensive payables system, Oracle Payables can improve margins, instil corporate fiscal discipline, and optimise business relationships with a streamlined payables system.

Payables

General Ledger

Oracle General Ledger is a fast and scalable general ledger application, providing tools for real-time visibility into your financial results. It automates financial processing; importing and posting up to 42 million journal lines per hour.

A comprehensive financial management solution, Oracle General Ledger supports you to meet financial compliance and improve your bottom line.

General Ledger

Cash Management

Oracle Cash Management ensures you can efficiently and effectively manage and control your cash cycle. Part of the Oracle Cloud Fusion platform, it provides flexible and comprehensive cash forecasting at an enterprise level.

Oracle Cash Management comprehensively supports the managing of bank account activity and controlling of cash positions, enabling you to simply analyse cash positions and forecast cash requirements through configurable dashboards, reports, and work areas.

Cash Management

Fixed Assets

Oracle Fixed Assets supports across 4 central business processes; retirements, adjustments, additions, and depreciation. Simplifying asset management and accounting complexities, it reduces the cost of asset ownership with a full view of all assets across the organisation.

Oracle Fixed Assets simplifies the management of your largest capital investments, integrating into major financial systems, automating business flows and centralising accounting rules, maximising the return on your global assets.

Fixed Assets
Integration
VBCS
APEX

Integration

Oracle Integration Cloud is an incredibly effective platform from which to manage all non-native (i.e. 3rd party) integrations across applications, allowing you to connect both cloud and on-premises applications from a wide range of vendors.

Oracle Integration Cloud utilises a range of pre-built application adapters and process flows, in conjunction with a point-and-click visual designer, to simplify the creation of integrations between both on-premises and cloud applications.

This extensive library of dedicated pre-built adapters provides a time-efficient, secure and scalable method of connecting everything from Enterprise level technologies, such as Oracle HCM, Oracle CX, SalesForce & SAP, down to bespoke tools and utilities.

Integration

VBCS

Oracle Visual Builder is a secure cloud-based software development Platform-as-a-Service (PaaS) which is utilised as an open-source solution to develop and deploy applications within Oracle Cloud. Suitable for both web and mobile app development, Oracle Visual Builder lets you create web interfaces that work seamlessly with your other Oracle Cloud applications while also integrating with any REST-based connection for 3rd party compatibility.

Visual Builder is browser based, allowing you to start immediately, and gives you access to powerful visual app design tools, including drag-and-drop functionality. Easily define new objects, replace spreadsheets, and publish with the click of a button.

VBCS

APEX

Oracle Application Express (APEX) is the world’s most popular enterprise low-code/no-code data-driven application platform. Leveraging Oracle’s renowned Autonomous Database, it enables you to build secure, scalable enterprise applications that can be deployed anywhere – cloud or on-premises.

APEX supports developers to develop and deploy compelling apps at speed – whether that’s simple spreadsheet replacement or a key system for your organisation’s functioning. Oracle APEX helps you take legacy to the present day in a simple, yet sophisticated way.

APEX
NEWS

The Evolution of the Field Service Platform – from Reactionary to Predictive

Contributor: Graham Barry

Senior Consultant, Enigen

Field Service Management is changing to better support the customer.

Some may call me old, but after 30 years of working with Field Service Management, I have played witness to its evolution over time.

Field Service Trends:

In the early years, when it came to businesses with mobile workforces, the biggest problem was the absence of a real-time communications channel with the technician because of manual field service platforms. In most organisations the technicians were given a paper manifest when they left the depot each morning, and they would phone in at lunchtime to see if there were any new jobs. Moreover, every piece of documentation or reporting was done by hand – usually on the end of the paper manifest. You can imagine the huge administrative burden this posed, not to mention the room for error.

The first big change came when mobile data networks suddenly gave companies the advantage of passing job information and data on in real-time. This allowed the transfer of more accurate information without the need to transcribe it from daily phone calls, and it provided the engineers with the opportunity to give job status updates while on the road.

The second big change was the development of the automatic technician scheduling software, which utilised the power of the computer to calculate the most efficient distribution of job tickets to available resources – known as the ‘travelling salesperson problem’. The first generation of these systems would enable a batch processing solution which planned all the jobs overnight before the working day started, and then made recommendations to the despatcher on who to give new incoming tickets to. This quickly developed into real-time scheduling products, which could evaluate and make recommendations for new activities in milliseconds. The best example of these were the solutions used by the major supermarkets for scheduling their home shopping deliveries, which could now present slot availability grids to their customers quickly, based on the actual routes planned and not on preconfigured slots.

The third shift in Field Service came when some suppliers took the step to move to a cloud-based SaaS solution, with new entries to the marketplace only offering a cloud field service management solution. While this did not see a huge change in terms of functionality, it did improve the non-functional requirements of security, availability, release management, performance and time required to set up the solution. These cloud-based solutions are continually evolving, with the addition of AI and Machine Learning to predict the travel distance and work duration of scheduled activities, which not only optimises the time of field agents but produces a more achievable plan that can cope with any unexpected events.

The fourth – but by no means final – change is the one we are undergoing now, where the focus is on achieving customer satisfaction at the earliest opportunity – sometimes before the problem even arises. The ideal solution is the one where the customer resolves their issue without the need to send a technician at all. This is where the connected suite of applications comes into play. At this point, the majority of field service solutions are cloud-based and can make use of the full range of SaaS products that suppliers provide, including Knowledge Management, AI, Content Management, Supply Chain Management, and ERP. Integration tools allow for the connection of best-of-breed applications, both front-office and back-office (including external services such as payment systems) to work seamlessly together and ensure complete visibility into all operations.

There are many other products and technologies that come into play to form this picture. Gone are the days of hanging on the phone for hours to talk to an agent. With the inception of AI-driven chatbots, Contact IDs and Emails can inform companies about who you are and can diagnose issues using their knowledge base of solutions for previously solved issues – all without having to speak to the customer. When it comes to field service maintenance, we are even getting to the point where the use of IoT can enable companies to diagnose customer or asset issues before they are reported. Assets can receive early servicing due to sensor-identifying alerts, thereby avoiding costly breakdowns and eliminating the need for expensive parts. This not only reduces costs but extends the lifetime of assets significantly. This is not to say that those all-important human interactions should be eliminated. The aim is to use AI within service to identify as soon as possible if the technician is required and the actions required.

A final note:

In my experience, it has become harder to differentiate Field Management solutions, but it is becoming more important to consider which other products they can interface to (Chatbots and AI for example) for it is these products which enable scheduling and maintenance to be conducted in the most cost-effective and time-efficient manner possible. By investing in a Field Service Management solution like Oracle Field Service Management, the ROI is giving service agents (field or otherwise) the tools they need to manage ticket resolution, with as little time commitment and inconvenience to the customer as possible.

If you’d like to discuss whether Oracle Field Service Management would be a good fit for your business, feel free to reach out to me on LinkedIn. Alternatively, you can contact [email protected] and we will put you in touch with our experts.

About the contributor:

Graham Barry has been providing businesses with Field Service consultancy and implementation support for 30+ years. As well as other apps including Fusion Service (Intelligent Advisor and DCS) and Service Logistics, Graham’s specialist focus has been on Oracle Field Service Cloud, which was named as a leader in the 2022 Gartner Magic Quadrant for Field Service Management.

*Field Service Management Gartner Report: https://www.gartner.com/en/documents/4020406

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