Leading Lab Instruments Provider Saves $2M a Year
The Challenge A leading technology-based lab instruments solution provider had previously rolled out a CRM system for its service organization. That system brought many advantages but also challenges to field service engineers (FSEs), who had logged in to the CRM to view and manage their service orders. This meant the FSEs had to boot up their PCs, log in to the VPN and then log in to the SAP CRM—a process that could take up to 20 minutes. These delays happened as the FSEs worked with customers, who had to stand by for their service confirmations. To cut customer wait times, FSEs would wait to close out service orders until the end of the workday. The lab instruments solution provider engaged Cognizant to design a new field service app to help FSEs manage their entire CRM workflow without opening their PCs. Our Approach Together with the client’s IT Mobility group and a group of its FSEs, Cognizant designed a field service app that enables engineers to spend more time working directly with customers. We began the project by mapping a day in the life of an FSE. We captured their design ideas, designed a prototype and then proposed an app that would address key FSE pain points. We worked with a set of FSE pilot users to refine the app into a tool, addressing all objectives and making the process run smoother. As an ongoing effort, the team continues to look for ways to improve the app, which positively impacts the lives and productivity of FSEs.
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