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Oracle rolls out CRM service applications package

Oracle released its newest set of CRM service applications with an emphasis on field service operations.

Enterprise software maker Oracle Corp. this week unveiled the latest upgrade to its CRM applications set, Oracle Service. Company officials continued to articulate Oracle's current mantra of tying revenue generation to its CRM tools, as well as more traditional return on investment (ROI) capabilities.

The newest iteration of Oracle Service includes a number of modules, including software for telephone service, electronic support, field service, mobile field service, wireless service, scheduling, depot repair, service contract negotiation, and customer interaction center automation.

According to officials at the Redwood Shores, Calif.-based vendor, the service package follows Oracle's recent CRM software releases for sales and marketing, which have stressed revenue generation possibilities over more traditional, "softer" ROI issues, such as improved customer satisfaction.

"In this economy, users are trying to move beyond the traditional goal of making customers happier to driving real, visible opportunities to create revenue," said Robb Eklund, vice president for CRM marketing at Oracle.

An example of this strategy can be found in the upgraded preventative maintenance element of the new service package, he said. The software module gives service organizations the ability to design maintenance programs that automatically generate work requests and upgrades, in order to prevent breakdowns, create more comprehensive budgets, and save money, according to Eklund.

Oracle's Subscription Processing vertical service offering for the publishing industry also focuses on driving revenue. The tool creates an increased ability to automate renewal offers and online billing for magazine, newsletter and online publishing firms.

Oracle noted that one company is already adopting several of the new applications: water and utilities authority Scottish Water, in Edinburgh, Scotland. The company is using Oracle TeleService and Oracle Field Service to connect call centers with field engineers.

Oracle officials said the service package is available immediately but did not provide pricing information.

Company officials refused to comment on Oracle' pending bid to acquire rival software maker PeopleSoft Inc., Pleasanton, Calif. However, an Oracle spokesman pointed to an address given Tuesday by CEO Larry Ellison, in which the fiery executive restated that his firm remains "very serious" about successfully completing its stock offer for PeopleSoft.


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