3D Printer Manufacturer




Technology and Manufacturing

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Project Sponsor

Our experience with CRMIT eased the stress of this phase as their team members are very knowledgeable and experienced - they managed this part of the project with zero issues. I am extremely happy with the results and efficiency - highly recommend their services.

Business Operations Manager

Field Service Quick Start

The Customer is a technology leader in 3D printing that combines software, hardware, and molecular science to deliver manufacturing solutions. They enable repeatable production of end-use parts with industrial-grade materials and exceptional surface finish.


  • Field service operations for both installations and repairs managed manually using calls/spreadsheets rendering it cumbersome to operate and inflexible to scale
  • Disparate disconnected data leading to a severe loss of productivity, especially for service managers to keep track of work orders, inventory - parts ordering/shipment, technicians - schedules/unavailability, escalations etc
  • Monitoring field technicians in real-time and little control over their utilization/productivity was challenging
  • Laborious paper-work for technicians to create service reports after each field visit; prone to errors and often incomplete
  • Lack of actionable insights due to unorganized data & manual paperwork


All core Field Service processes for printer installations (including site preparation activities), repairs and preventive maintenance were implemented in Salesforce Field Service Lightning leveraging standard out-of-the-box features.

  • Scheduling Policies along with service objectives for streamlined scheduling based on territories, skill sets, and preferred resources
  • Inventory set-up including the ability to track shipments, products consumed, as a part of every work order
  • Dispatcher Console set-up for service managers with Gantt views allowing for a holistic view on technicians, their availability, upcoming service appointments etc
  • Connected Ecosystem with Integrations to
    • Logistics/Transportation system to provide real-time status of parts shipment
    • Oracle Fusion ERP for inventory management / parts ordering
    • Engineering escalation system (JIRA) for field escalations
  • For Inter-Country Travel (involving multiple days), a plugin was developed to enable Service Managers to assign technicians based on geographic and their ability to reduce travel time to service the work order
  • FSL mobile app for Service Technicians with an intuitive console to view/track service appointments, check-in asset(s) to work on, update products consumed, create service report with just a few clicks
  • Comprehensive analytics using Tableau and leveraging data from CRM, ERP, JIRA and others to monitor Field Productivity, SLA adherence, Rescheduling Ratio & Aging analysis


  • 12% Faster case resolution with streamlined field service processes and robust scheduling
  • Better control with real-time visibility of field operations
  • Improved field service productivity
  • 21% reduction in travel costs due to optimised travel time

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