Abstract / Business Requirement
The customer wanted to customize the built-in Mobile Field Service Module of Oracle E-Business for reducing the turnaround time of the field engineers. They also wanted to add additional features like Job Status, Work Review and so on to the Field Service Module for its mobile users. The field service engineers needed to be able to create an ad-hoc service request during customer visit; update actual work status, spares, labor and tasks from the field.
Our customer is a leading global provider of technology solutions for the energy industry. They design, manufacture and service technologically sophisticated systems and products such as subsea production and processing systems, surface wellhead systems, high pressure fluid control equipment, measurement solutions, and marine loading systems for the oil and gas industry.
Their services include supervision and monitoring of equipment installation from delivery through start-up and commissioning on all of their product lines. The field engineers provide on-site, comprehensive instructions to system installers, ensuring smooth installation.
Following were some of the challenges faced with traditional manual based approach –
Too cumbersome, slow and error prone which led to customer complaints.
No real-time data on spares availability, spares ordering from site, information on services due, daily service update and order status.
Unable to access the knowledge repository such as a troubleshooting guide – rectifying this can help them respond quickly to a fault reported from previous experience.
Also, in case the field service engineers had to bill the customer for the services, they had to wait until they come back to base location and collated all the pending invoices. This led to piling up of customer pending receipts or even increased chances that invoice can be erroneous due to delayed entry.
We developed a local app with customized features for field service module which can be down- loaded from enterprise app store. In order to retrieve data from Enterprise Business Suite, we also developed a Web Service. As the workers are required to receive and manage jobs from the field, we included features like reviewing work, updating job statuses, informing of variations and activities, and confirming completion of jobs.
Some Salient Features
Create work order requests right from field in real time
Real time service request management
Access to knowledge repository
GPS based location tracking for services due near a customer