Customer Success stories July 2019 : Transforming the Breakdown Warranty Service Management for a fortune 500 Energy Management leader
A European HQed Fortune 500 energy management leader was looking at transforming their field service operation to improve operational effectiveness and customer satisfaction. The business was entirely driven by service partners and effective enablement and tracking of partner process was critical to the success of the business.
The business team of the organization decided to go with Vitamap’s Field Force Platform mEdge in place of a global system, due to its flexibility, support for deep automation, configurable analytics and intuitive Mobile App.
Vitamap’s professional service team worked to map the business process, Analytics & KPI needs to the solution framework, designed and configured the
- Breakdown & supply chain modules
- Workforce management modules like Attendance, Travel tracker & lodging trackers, Messaging
- The cloudtrac bot micro service framework was used to configure,
- Workflow automation like intelligent ticket assignment,
- automated mapping and notification on part shipment, delivery to ensure coordination
- Various Turn Around Time calculations based on 24hrs, Business day, holidays, custom TATs based on workflow interruptions were configured and calculated in real time -> Thus providing KPIs at every stage and for every stake holder involved in the system like call center, scm, partner, partner engineer, project management etc
- Custom role specific Dashboards ensured each role was provided with an actionable data widgets which aggregated the various business data and provided an interface for the users to act accordingly. This ensured that users need not navigate information clutter and act on where their support is critical. This ensured a higher level of productivity and consistent meeting of TAT
- The Service partner’s Field engineers were earlier managed using the phone and thus affected closure TATs, lack of accurate information and high leakage of costs on travel and lodging
- All the field service engineers were enabled with mEdge smart assistant mobile app for receiving breakdown tickets with accurate customer/problem information. The critical tasks are notified in phone even when in silent mode
- Ability to update ticket data in real time with powerful offline support
- Requesting for parts and tracking their delivery in the App
- Travel and Lodging activities are logged with associated bills in real time for hassle free reimbursements
- Other key transformation was digitizing the Field Service Report when field engineers visit the customer site. All the paper based service reports were converted into PDF based digital reports and delivered to customer’s inboxes on field visit completions (Pending/Closure etc).
The solution was designed, configured and gone live with in a matter of weeks enabling quick and effective RoI for the business team concerned, simplifying coordination, improving field team productivity, unparalleled KPI visibility on the operation and delivering great customer satisfaction.
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