Case Study: Bosch Thermotechnology achieves 25% improvement in customer service metrics with Oracle Field Service (Oracle)

Bosch Thermotechnology improves its metrics with Oracle Cloud

Bosch Thermotechnology, a maker of domestic and commercial heating and cooling systems, faced growing pressure on its field service operations as sales increased in the UK—straining manual scheduling, increasing travel times between jobs, and limiting how many repairs technicians could complete each day. To maintain its reputation for reliable customer service, Bosch set targets to reduce average travel time and raise daily job throughput.

Bosch implemented Oracle Field Service as part of Oracle Cloud CX—leveraging its configurable platform, ML/AI-based travel and job-duration predictions, mobile technician interfaces, and 24/7 support and training—which cut average travel time from 39 to 29 minutes and raised the call rate from 3.25 to 4.1 jobs per day, reducing fuel costs and enabling more scheduled jobs without overtime.

Bosch Thermotechnology

Lisa Keen

System Analyst