Oracle has been named a Leader in the IDC MarketScape: Worldwide Service Life-Cycle Management Platforms 2023-2024 Vendor Assessment for Oracle Fusion Cloud Service, part of Oracle Fusion Cloud Customer Experience (CX). A copy of the excerpt is available here.
The IDC MarketScape analyzed the business strategies and capabilities of 11 vendors in service life-cycle management (SLM) and the aftermarket. Vendors were assessed on their ability to support a broad set of capabilities across the service life cycle, including customer support, service request, service planning, service execution and field service, spare parts management, warranty management, and recalls.
“Organizations are beginning to recognize that service is not a silo unto itself, and service leaders are at a critical moment where they can drive value creation beyond the service team,” said Aly Pinder, research vice president, IDC. “Oracle Service provides integrated end-to-end service capabilities aligning service, sales, marketing, through to finance and supply chain data to deliver a comprehensive view of the customer. In addition, Oracle is helping its service customers rapidly incorporate new innovative technology capabilities as the market evolves.”
According to the report, “Companies should consider Oracle when searching for a vendor that can aid in the rapid transformation of the service operations and enable an integrated view of service in other business applications.” The report also noted that with “an understanding that transformation isn’t always a straight line, Oracle strives to partner with its customers to help them navigate regardless of their maturity, expected goals, or constraints.”
“Service organizations must deliver value to customers to drive revenue, profitability, and growth. The organizations that can automate service actions and remove friction across the service life cycle will thrive,” said Jeff Wartgow, vice president, Oracle Service. “We believe being named a Leader in this report validates our strategy and ongoing investment in Oracle Fusion Service while also recognizing our commitment to customer success.”