Do you integrate with Oracle Service Cloud?

Yes — work orders originate from or sync with Oracle Service Cloud cases, and post back into Fusion AR and inventory on closure.

Can customers log calls themselves?

Yes — a customer self-service portal for service requests with status tracking.

Do you have route optimisation?

Yes — rule-based and AI-assisted routing based on skill match, SLA, location, and technician utilisation.

How is on-site completion handled?

Technician captures photos, parts used, labour time, and customer signature. Work order closes and an invoice is generated automatically.

Can AI help technicians on site?

Yes — a field-service copilot (see AI Solutions) with triage and on-site troubleshooting guidance.

Domain Tool

Field Service Portal.

Work-order dispatch, technician routing, on-site mobility, and closure workflows for field service teams.

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What We Do

From call-out to invoice — in one workflow.

Customers log calls, dispatchers assign techs, technicians complete on-site, and invoices post back to Oracle automatically. No more clipboards, no more re-keying.

Customer portal for service requests
Dispatcher board with routing and SLA visibility
Technician mobile app with offline mode
Automatic work-order closure and invoicing

Capabilities

Field service capabilities.

Work Orders

Create, dispatch, and track from customer call through closure.

Routing & Scheduling

Drag-drop dispatch, route optimisation, SLA traffic lights.

Mobile Technician

Offline-capable mobile app with parts, instructions, and capture.

Photo & Signature

On-site photo evidence, customer signature, and proof of completion.

GPS Tracking

Live technician location for dispatchers and customer ETAs.

Auto-Invoicing

Work-order closure triggers Oracle AR invoice with labour and parts.

How We Deliver

How we roll out Field Service.

Step 01

Assess

Current dispatch, mobility, and billing workflows — identify friction.

Step 02

Configure

Work-order types, SLAs, skill matrix, and routing rules.

Step 03

Integrate

Oracle Service Cloud, Fusion AR, inventory, and telephony.

Step 04

Pilot

Single region / team for 2–4 weeks with real calls and techs.

Step 05

Scale

Region-by-region rollout with in-shift training for technicians.

Why ETHX

Why service teams pick our portal.

Tight Oracle integration — work order, AR, inventory in one flow

Offline-first technician mobile app — no dead zones, no lost data

Dispatcher view that matches how dispatchers actually work

Field-service AI for triage, routing, and on-site guidance

Experience across HVAC, utilities, medical, and engineering

Tracks first-time-fix, SLA compliance, and utilisation as KPIs

Case Study

HVAC · Field Service

First-time-fix rate up 22 points in 4 months

Better dispatch, better parts visibility, and an offline-capable technician app.

+22 pts FTF

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Case study image

FAQ

Field Service Portal — frequently asked questions

Yes — the technician mobile app caches work orders, parts, and instructions locally, queues updates offline, and syncs when connectivity returns.

Related services

CX Practice → →AI Solutions → →Oracle Mobile Apps → →

Modernise field service.

Book a demo — we'll run a real call from dispatch to invoice.

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