About TOA Technologies
On September 17, 2014, Oracle completed the acquisition of TOA Technologies.
TOA is the leading provider of cloud-based field service solutions that optimize the last mile of customer service for enterprises by coordinating and managing activities between dispatchers, mobile employees and their customers. TOA’s Field Service SaaS continuously monitors field service requests coming in from contact centers, schedules the right field service representative, monitors current inventories, accurately predicts service windows, and optimizes field operations. TOA’s solutions manage more than 120 million service events annually in over 20 countries for innovative brands.
Oracle Service Cloud and Oracle ERP cloud solutions with TOA will transform customer service operations, allowing them to achieve operational excellence and improve productivity while exceeding customer expectations. The addition of TOA expands Oracle’s ability to provide end-to-end personalized customer service solutions with the addition of critical face-to-face field service interactions, enabling visibility into customer history throughout the customer relationship lifecycle. The combination of Oracle Service Cloud and TOA is expected to create the most complete Customer Service Cloud, modernizing customer service operations and driving superior customer satisfaction.
TOA and Oracle Service Cloud
Oracle Service Cloud, part of the Oracle CX Cloud, is an industry-leading platform for online customer service, cross-channel contact centers, knowledge management and policy automation. Integrated into the Oracle Service Cloud, TOA provides complete visibility and optimization of the service experience. Communication improves between the contact center, field service employees and customers. This shared knowledgebase and rapid feedback loop improves operational efficiencies and customer satisfaction.
TOA and Oracle ERP Cloud
Oracle’s ERP cloud solutions enable process and resource optimization while delivering insights to help guide management. Integrated with the ERP cloud, TOA’s cloud-based field service solutions manage the last mile of customer service for global enterprises. The solutions deliver a 360⁰ view of service experience from time of purchase or need through delivery or issue resolution. TOA’s SaaS helps dispatch the right people to the right location at the right time—with the right parts. The solution provides optimized scheduling of field service requests based on the skills, availability and location of technicians in the field. The result is better customer service with lower cost and greater efficiency.