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.
Challenges
- 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
Solution
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
Benefits
- 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
