Tempo boosts efficiency in its furniture business with Oracle Field Service

Using Oracle Field Service, all stages of Tempo's furniture assembly operation are managed online, increasing customer satisfaction.

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With the help of Oracle Field Service, Tempo's furniture assembly service serves more customers with less manual support, a lower failure rate, better scheduling rate, and higher customer satisfaction.

Andreas WarkentinOperations Director, MMS, Tempo

Business challenges

A leader in convenience and support services in the Brazilian market, Tempo works with customers across B2B and B2B2C channels, including insurers, automakers, banks, financiers, and retailers.

In 2019, Tempo's MMS business unit launched a digital solution that connects physical, virtual, and other players in the furniture industry throughout the country to a network of qualified professionals for the assembly of furniture. The new product is unique not only for referring the customer to an assembler, but also for comprising the entire end-to-end process for the service provision journey—from picking up products at physical stores to delivery and assembly.

After assessing its core needs, Tempo recognized that it needed to quickly deploy a partner platform that could meet key technical specifications and be implemented quickly to ensure the best performance of its furniture assembly service.

Oracle Field Service provides intuitive options for routing, scheduling, and managing field service specialists.

Why Tempo chose Oracle

After evaluating several solutions, the company decided that Oracle Field Service was the ideal platform to meet Tempo’s needs, ensuring efficiency for an agile and sustainable implementation.

In addition, Oracle Field Service would provide intuitive options for routing, scheduling, and managing field service specialists, which Tempo could use to provide efficient and timely service experiences.

Oracle Field Service gave Tempo an integrated platform that allowed 100% of calls to be scheduled without delays or complaints.

Results

After implementing Oracle Field Service, Tempo improved operational efficiency in its furniture assembly service. Tempo can handle more cases with less manual support, a lower failure rate, and higher customer satisfaction.

The integrated platform allows for 100% of service calls to be scheduled without delays and complaints. Oracle Field Service also helped Tempo complete assembly services in less time, as well as handle more cases with less manual support, a lower failure rate, and higher customer satisfaction.

In addition, Oracle Field Service led to considerable gains in scalability, because the platform has access capacity for 5,500 users, which allows Tempo to better manage its field team. In addition, Oracle Field Service’s user-friendly interface resulted in greater engagement among Tempo's partner assemblers. As adoption increased, there was a shift in mindset regarding the technology and its value. This helped Tempo better understand the different characteristics and standard of service in each region in Brazil. The company made specific improvements for customers and employees in each of those regions.

The service adoption among furniture assemblers and the public has been so positive that Tempo predicts that the assembly service will account for 20% of total revenue in 2023.

Partners

After deploying Oracle Field Service with a different partner, Tempo hired TO Brasil. Within the estimated timeframe of 40 days, it completed the planned changes with a SaaS solution that included preconfigured software and maintenance services.

Published:May 5, 2023

About the customer

With retailers, banks and other businesses as customers, Tempo connects professional services companies and consumers through a robust technology platform.