Oracle acquires TOA Technologies for Field Service SaaS

Database giant Oracle announced it has agreed to acquire TOA Technologies, a provider of cloud-based solutions for field service management. Oracle said it intends to fold the technology into its service cloud offering.

TOA’s cloud-based software provides end-to-end service tracking for employees and contractors working out in the field and the company, which was founded in 2003, counts big name utilities and telcos as clients (E.ON, Telefónica, and Vodaphone to name a few).

Oracle said it plans to integrate TOA’s software with its Service Cloud offerings (Oracle RightNow for contact centre and policy automation), which may help extend the company’s reach into verticals that rely more heavily on mobile technicians, and create more cross-selling opportunities as it fills a field service software gap in its existing customer service and ERP portfolios.

“Delivering quality field service during the last mile of issue resolution is critical to achieving the highest levels of customer satisfaction. TOA’s solutions help companies streamline operations, gaining real-time scheduling capability that transforms how service is delivered,” said Yuval Brisker chief executive officer, TOA Technologies.

“Adding TOA’s solutions to Oracle Service Cloud will enable companies to accelerate their ability to deliver exceptional customer service,” Brisker said.

In prepared remarks David Vap, group vice president of Oracle Product Development said the acquisition will allow the company to offer a more comprehensive set of services that help unify the customer engagement process.

“Field Service is a critical aspect of customer service and by integrating TOA with Oracle Service Cloud, Oracle will uniquely offer enterprises the ability to coordinate face-to-face service interactions from the contact center to service scheduling and delivery. Further, by integrating TOA with Oracle’s ERP Cloud and ERP Applications, enterprises’ field service teams will have better information and can be operated more efficiently and at lower cost.”