Friday, 29 April 2016

Customer Success Story - Transition to Paperless Field Operations

Last year we noticed our long standing customer, a large fortune 500 MNC servicing power and cooling systems PAN India, was facing challenges due to handwritten Service Reports. We suggested that they move their operations to a paperless operations. However, they were reluctant to start using it. Some of their issues included:

  • Locating a Field Service Report when a customer complaint was to be reopened.
  • Loss of insight on data that was captured, but never entered into the system
  • A disorganized filing system that was eating up physical space

During the course of the year an ongoing effort of organization wide digitization, intention to innovate and enhance customer engagement they decided to give the e-FSRs a spin in the market.

We were able to customize mEdge to capture all the information, ranging from 30-85 data points, that they originally captured using paper forms. The data gathered was then regularized to reach their CRM through the already functional API integration. The custom CRM processed this data and created PDF’s that are emailed to customers and field technicians. The report contains all details collected by FE at the time of service, customer's signature, service technician's signature and the customers feedback.

Field operations without paper

The transition was smooth and much appreciated at all levels. What’s more is it was a hit with the customers who no longer have to deal with filing physical reports! The field technicians and coordinators welcomed this change as this helped them get their job done quickly and efficiently.

With the growing role of analytics in field operations, organisation is working on utilizing the data that is gathered as a part of the report to better understand their product, predict breakdowns and prepare better for scheduled maintenance with the right stock of spare parts and equipment.

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