The client is a Fortune 100 company and a leader in innovative technologies addressing some of the biggest business challenges. They operate in the fields of airspace, safety, healthcare, consumer goods, manufacturing and markets various products worldwide.
They were determined to improve their field service operations capabilities and evolve their service offerings in response to the changing market conditions and digital transformation demands.
Challenges
The client faced challenges in primarily 3 areas:
Service Contracts Management – Managing service contracts, especially service contract cancellations was one of the most pressing areas for the client to gain efficiency and result from their partners
Case Management – Service leaders had to manually go through all existing work orders and service appointments on the service contract
Work and Resource Optimization – Poor data quality and lack of real-time insight and knowledge base on their field service app led to poor planning & decision making
Solution
CRMIT built a custom Salesforce field service Lightning solution along with service cloud and community cloud to align with the customer’s global design model and overcome the work order management challenges.
The quality assurance team created test scenarios, test cases & an automation testing suite
In the execution phase, the team prepared test data in the test environment, executed test cases, reported defects, and documented them
An automated process is now created to push the service contract status down to associate work order maintenance plan
Field service dispatchers received the ability to cancel all existing preventive maintenance work for the blocked service contracts/accounts and control over the new work order
When a work order is created for the work type, the product required can now be populated with the pre-defined list and is made visible on the web & mobile devices
Real-time lunch break prompts were configured on field service technician’s mobile devices during daily timesheet submission (A confirmation that they have been provided the opportunity to take lunch breaks as per legal requirements)
During work wrap upon an existing service appointment, a service resource can now request for a follow up on the same work order so that a subsequent visit can be scheduled
Benefits
The application enabled the client, partners & employees to make an informed decision in an integrated way
Service leaders can now prevent new work order creation in canceled service contracts
Service managers can track the roll-up summary of the time consumed across all completed work orders on the service contract
Field technicians were able to access any product parts required to perform their job
Highly engaged in making the project successful both for demand and supply. Ready to look for better options to solve the customer’s needs. They go beyond the contractual duties when needed. Strong project management skills.
VP – Operations
Customer Success Stories
From an idea to an unforgettable and measurable customer experience
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3, true, IN, https://www.crmit.com/wp-content/uploads/2022/08/mickey-bedi.jpg, Mickey Bedi, Vice President & Geo Leader of India, mickey.bedi@crmit.com
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