COMPANY

3D Printer Manufacturer

COUNTRY

USA

INDUSTRY

Technology and Manufacturing

Know this Customer
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

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

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