Oracle Field Service Reviews

Pros

I truly value the functional configuration capability and the dashboards. They are powerful and easy to use.

Cons

When we bought it,the product came in modules. Now with Professional and Enterprise versions it kind of feels like we're stuck with a hybrid version though we are looking into whether it's worth moving to one of the standard versions now offered.

Pros

The best part about OFS is how its optimization engine uses our data to predict when a technician will arrive. We can use these predictions everywhere, from our call center agents to our customer self-service options on the web and mobile app.

Cons

I've had some challenges when it comes to scheduling techs across really spread-out markets.

Pros

If we make changes in the product the APIs adjust automatically. This really speeds up how fast we can launch new stuff. Second, the Oracle Center of Excellence team is great. They keep us in the loop about upcoming features and do a full business review of our setup once a year, giving us best practices and advice. Third, the SaaS solution is always online and running smoothly. Fourth, the support team keeps us informed about changes, upcoming maintenance and new releases.

Cons

It has limited set of reports and dashboards. But on the plus side the Oracle Center of Excellence helped us implement Oracle Analytics Cloud so now we can use real-time reports with a prebuilt integration.

Pros

I really like the quarterly enhancement releases. These regular updates keep the product feeling fresh and up-to-date.

Cons

Honestly there's not much I dislike about the product. That said we'd love to make the case to upgrade to the Enterprise version because it has more features we want to use like Street Level Routing and Where's my Tech.

Pros

What I like most about this tool is the continuous improvement. We get Service Updates and Quarterly Upgrades which means new features all the time. The support is good too and when we raise a request, it gets acknowledged, sent to the right team and looked into. Oracle even recently started publishing target goals for updates so I know when to expect the next one.

Cons

We have sometimes had the same issue pop up more than once so we've had to log support tickets for it over time. Honestly though maybe that's just part of the deal with OFS since it's always being updated. As we all keep working together and getting better at using it I am sure this will improve.

Pros

I love the flexibility the product gives me to configure things exactly to fit my business needs.

Cons

I don't like that data is only kept for 3 months before it's deleted.

Pros

The auto-routing is a game changer. With the system automatically routing most of our jobs I was able to reduce my temporary staff. I only need two booking coordinators now to handle the jobs that can't be auto-routed. With our old system I needed four.

Cons

Nothing so far that I dislike.

Pros

It is a very flexible platform. We can customize it to meet the needs of different areas even when they have different geographic and technology requirements.

Cons

It's more expensive than other field service solutions out there.

Pros

It's easy to integrate and configure. This lets us make quick changes to keep up with the daily shifts and challenges in our field workforce.

Cons

Documentation and training isn't great. It's getting better now but when Oracle first bought OFS from TOA the switch happened fast. We went from TOA handling all the backend work to our team suddenly having to take it over and there was not enough training or documentation to make that easy.

Pros

Their capabilities are great. it requires low maintenance and we can easily extend its functionality to meet our specific business needs.

Cons

Support services could be improved.

Pros

The features we are using right now give us full visibility into what 500 field service engineers are doing across EMEA and Asia Pacific. We're managing our core work which is a mix of urgent calls and planned visits. Now that all our teams are on the same model, we're moving to phase two: implementing auto-scheduling to get even more benefits.

Cons

We've run into some service disruptions and speed issues that really impacted our operations. For us, having a reliable global system (Core ERP + OFSC) is everything. Before any new features, users just want a solid, stable system. But I will say things have gotten better over the last few months and stability has improved.

Pros

I appreciate how easy it is to configure and the flexibility to use the same functionality in different ways within our setup.

Cons

Forms are new feature we are using in OFS and right now they are rigid in how they're designed.

Pros

What I find most helpful is how many features and options you can implement into your business operations.

Cons

The interface gets pretty confusing and it crashes way too often, it feels like there is just too much going on at the same time

Pros

This tool makes time management easy and tracking my vacation days is now very simple and hassle free.

Cons

Sometimes the site freezes up on me and takes forever to load.

Pros

I can access it from anywhere with an internet connection which makes it really perfect for my work.

Cons

If you cannot log in from certain locations, you are stuck without access to the essentials you need which is frustrating.

Pros

The program always starts up smoothly which I like. It has a few quirks but overall it does the job I need it to do.

Cons

Occasionally it starts laging and we have to restart the whole system to get it working again.