One platform for every customer, partner and supplier interaction, from first enquiry to resolution.
We implement, optimise and manage Oracle Fusion Service for organisations across industries, including Field Service. Experts in Classic to Redwood Fusion Service migration.
Requests arrive by email, web, chat, phone and Microsoft Teams, all set up around your support model, so customers, partners and suppliers can reach the right team in the way that suits them.
Routing rules built for multi-tier, multi-region service models direct requests by product line, region, priority, customer segment or entitlement, so every request reaches the right team first time.
We configure Fusion Service to manage both B2B accounts and consumer interactions, with tiered service levels, entitlement-based routing and SLA management, so every partner and customer gets the right level of support and every service obligation is tracked.
Workflows with statuses tailored to your process update automatically through the request lifecycle, notifying the right people at each stage, so requests are resolved faster.
We help you build and maintain a knowledge base in Oracle Fusion Service, with AI-driven suggestions that surface the most relevant articles, so customers find answers before raising a ticket, reducing ticket volume and speeding up resolution.
Oracle Fusion Service is built to flex around your business. We extend it into a structured process management tool for complex B2B service agreements, supplier query management, multi-tier escalation, custom SLA models and bespoke customer portals.
Oracle has confirmed that Classic Fusion Service will be deprecated with the 27B update, so organisations must migrate before then. This is a mandatory transition, not an optional upgrade.
We know both Classic and Redwood Fusion Service, so we understand what the migration involves in practice. We assess your current Classic setup, identify gaps, estimate the effort and build a clear roadmap, so you move across ahead of the deadline.
We review how you support customers and partners today and recommend how Oracle Fusion Service should complement or replace your current tools, before any implementation starts.
Oracle Fusion Service implementation, from discovery and configuration through to testing, go-live and post-launch support.
Ongoing support to keep your Oracle Fusion Service environment current, covering Oracle quarterly updates, continuous improvement and hands-on technical support.
Oracle Fusion Service is core to what we do, alongside Oracle Help Desk and Oracle Case Management. Our team has hands-on experience across configuration, workflow automation and extensions, so you get informed guidance from day one.
We have delivered across Oracle Help Desk, Oracle Case Management, Oracle Fusion HCM and ERP, so we implement Oracle Fusion Service to work with the rest of your Oracle estate.
We extend, automate and integrate Oracle Fusion Service, connecting it to Oracle and third-party systems, to support the customer and supplier processes your organisation needs. We go beyond what the platform does by default.
Oracle has validated our team’s expertise in implementing Oracle Fusion Service. You work with a partner Oracle recognises for this product.
We regularly host live demos and webinars on Oracle Fusion Service. Join a session to see a customer request move from first enquiry to resolution, and ask how it fits your service model.
Oracle Fusion Service is a service platform built into Oracle Fusion Cloud, handling B2B and consumer requests in one place. It connects to Oracle ERP data such as supplier and inventory information, so your teams can resolve requests without switching systems.
Oracle Help Desk is for internal users, such as employees contacting HR, Payroll, Finance or IT. Oracle Fusion Service is for external users, such as customers, partners and suppliers. Which one you need depends on who raises the request.
Yes. Oracle Fusion Service supports B2B accounts and consumer interactions, with tiered service levels, entitlement-based routing and SLA management. We configure it around your service model.
Oracle provides migration jobs that move much of your Classic setup to Redwood, but customisations such as Visual Builder changes, scripts and reports need manual work. We review your Classic configuration, identify gaps and agree a roadmap with you. Classic Service will be deprecated with the 27B update, so it’s worth planning now.
Yes. Statuses and workflows follow your process and notify the right people at each stage. Where the standard setup falls short, we extend it. We have built supplier queries linked to invoices and purchase orders, citizen service requests, public safety incidents, multi-timezone SLAs and a citizen services portal. Incidents that need a detailed investigation can be converted into cases in Oracle Case Management.
Yes. We help you build and maintain a knowledge base in Oracle Fusion Service. AI-driven suggestions surface the most relevant articles, so customers find answers before raising a ticket.
Yes. A service request in Oracle Fusion Service can have a work order, which creates an activity in Oracle Field Service for dispatching a technician to the site. Our team has hands-on experience with this setup and can help you implement it for your field operations, such as asset-based support.
Talk to our team. We start by looking at how you support customers and partners today, then tell you whether Oracle Fusion Service should complement your current tools or replace them. If you’re on Classic, we also show you what the move to Redwood involves.
