Case Study - IT Hardware Manufacturer

FieldEZ's innovative product helps improve field engineer by 150% 

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Facts

The Client

As a leading Indian manufacturer of computer hardware and provider of IT services, the client offers technical support services to customers as part of their vast IT services portfolio. This involves supporting their customers’ global field service operations across industries including banking, governance, insurance, transportation infrastructure and engineering construction.

  • Leading electronic hardware manufacturer & IT service provider with revenues of more than US$7.5Bn
  • Computer Applicance, IT Service
  • Initial roll-out with 750 users. Current user base: 5000
  • Existing legacy system had limited field automation features. Only 30% of tickets being updated against agreed SLA Maintenance and infrastructure costs very high
  • Solution Upgraded to FieldEZ, an on-demand mobile workforce management solution; Customization on various customer workflows, forms and data requirements; Simplified interfacing process to directly connect to end-customers' database
  • SLA compliance improved From 30% to 80% in 3 months >95% within 2 years 10% increase in volumes handled 25% improvement in field force utilization
Challenges

Legacy Operations Posed Challenges

  • Legacy field support system
  • Manually driven process
  • Field support disconnected from decision makers
  • Poor visibility & tracking
  • Little insight into agent efficiency
  • No measureable customer feedback
  • Expensive to maintain infrastructure
  • Issues pertaining to visibility, scalability & stability
Solution

Streamlined Approach to Solutions Offered

  • Updated to an on-demand workforce solution
  • High-touch workflow configuration support
  • Seamless integration to back-end CRM
  • Configured business processes and validations to align with the service team hierarchy
  • Attendance tracking, scheduling and dispatch on-the-go
  • Real-time visibility at all times leading to better resource utilisation
Key benefits

Every Feature Added Value to Customer Operations

This was able to change the pace at which the company was able to grow and respond to customer demands

  • Improved Customer Experience
  • Increased Efficiency Delivered
  • Enhanced Visibility and Accuracy
  • Superior Resource Utilisation
  • Considerable Cost Savings
  • Productivity Gains
0 %

Improved Service Metrics

0 %

Reduction in Resources Used

0 %

Improved Engineering Efficiency

< 0 mins

Response Time after Ticket Creation

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