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field-service-management oracle All Markets > Field Service Management

Oracle

3.2 out of 5.0 (5 ratings)

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We have aggregated ratings data on Oracle but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): Field Service Cloud, Other...

    Good Product but Difficult to Configure and Upgrade

    Overall Comment

    The Implementation took longer than planned. We upgraded the product and it took longer than the implementation. Many configurations and settings especially the DB settings.

    What one piece of advice would you give other prospective customers?

    Investigate what else is out there - Oracle's customer service is not receptive and will normally not assist unless you have applied all available patches. And there are MANY ptches that ned to be applied.

    What do you like most about the product or service?

    Powerfull and meet our needs.

    What do you dislike most about the product?

    Upgrading and patching.

    What one thing do you wish the vendor did differently?

    Nothing

    If you could start over, what would your organization do differently?

    At the time Oracle was the only solution. Now we may rethink the solution since there are more choices.


  • 4 out of 5.0, Reviewed

    Product(s): E-Business Suite Field Service

    Good but not easy to implement

    Overall Comment

    rich functions, serveral choice of third party consultant partner, complex and heavy to deploy

    If you could start over, what would your organization do differently?

    It is good decison, I will insist the same decsion

    Service & support - overall comment

    rich knowledge to share and quick respondence to user


  • 4 out of 5.0, Reviewed

    Product(s): Field Service Cloud

    Easy to use configuration toolbox to support different business workflows and objectives.

    Overall Comment

    Product has configuration flexibility to adopt different workflow objectives. Vendor person to person support is excellent. Expect to pay extra if you want in-depth expertise help during maintenance stage

    What one piece of advice would you give other prospective customers?

    Understand all the potential solution components such as Smart Collaboration, SmartLocation because you will eventually want to tap into them in your implementation

    What do you like most about the product or service?

    Configuration ability makes implementation very easy and efficient.

    What do you dislike most about the product?

    Provide more out of the box documentation to train new company employees and users.

    What one thing do you wish the vendor did differently?

    Provide out of the box training documentation or webinars for admin user training

    If you could start over, what would your organization do differently?

    Think through all possible data elements that may become a factor in your business workflows. Include them in your implementation data dictionary.

    Service & support - overall comment

    Unless you pay for premium service offering, you have to use the onsite portal.

    Integration & Deployment - Overall comment

    Solution uses the latest


  • 3 out of 5.0, Reviewed

    Product(s): E-Business Suite Field Service

    performance can be improved and interface is still old school

    Overall Comment

    Overall experience was good no complain, performance can be improved and interface is still old school

    What one piece of advice would you give other prospective customers?

    detailed plan with longer timeline

    What do you like most about the product or service?

    features and aggregator

    What do you dislike most about the product?

    performance

    What one thing do you wish the vendor did differently?

    detailed requirements

    If you could start over, what would your organization do differently?

    improve interface

    Service & support - overall comment

    overall it worked well


  • 2 out of 5.0, Reviewed

    Product(s): E-Business Suite Field Service

    Oracle EBS support and service is not up to the mark.

    Overall Comment

    They are doing a bad job with providing support to our applications. Their license stragey does not fit our company's needs at all and maintenance is very expensive. The application itself is not real-time.

    What one piece of advice would you give other prospective customers?

    Move towards an EBS suite only if you have a need for a very broad functionality in your company.

    What do you dislike most about the product?

    That it is not real-time and very batch-job prone.

    What one thing do you wish the vendor did differently?

    Sort out the critical SRs that are open. Re-think their license strategy and give us more flexibly to move out of applications that we do not use anymore, but are provided bundled in the old maintenance agreements; instead increase licenses on their other tools.

    If you could start over, what would your organization do differently?

    We would contemplate to freeze the version upgrade and continue maintenance with third-party support vendors, we would also evaluate to move to an alternative ERP solution.

    Service & support - overall comment

    The vendor is not providing timely support.

    Integration & Deployment - Overall comment

    The vendor is not doing the integration and deployment. For that we have used a 3rd party.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(4)
3.5

Ability to understand your organization's needs

(4)
3.8

Timely and complete response to product questions

(5)
3.2

Pricing and contract flexibility (pricing and terms)

(5)
2.6
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(5)
3.4

How long did your deployment take?

3 - 6 months (<6)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(4)
3.5

Ease of integration using standard APIs and tools

(4)
4.5

Quality and availability of end-user training

(5)
3.2

Ease of deployment

(5)
3.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(5)
3.2

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(5)
2.8

Was the support package worth it?

Yes

No


Quality of technical support

(5)
3.4

Quality of peer user community

(5)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(5)
3.8

Overall rating of service and support

(5)
3.2
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Functional Assessment

Vendor Management

Application Lead

Development/Integration

Executive Sponsor

Implementation, Maintenance or other IT support

Vendor/Product Selection

Other...


Why did you purchase the software or service? Multiple responses allowed.

Improve business process agility

Improve business process outcomes

Reduce time to market

Cost management

Create internal/operational efficiencies

Drive innovation

Drive revenue growth

Enhance decision making

Improve compliance & risk management


What were the key factors that drove your decision? Multiple responses allowed.

Pre-existing relationships

Product functionality and performance

Breadth of services

Overall cost

Product roadmap and future vision

Strong consulting partnership

Strong services expertise

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

APAC

Asia/Pacific

EMEA

Latin America