Digitizing Field Service Operations
Problem Statement:
One of the largest genset manufacturers has a dealer network across India. Their team of service engineers attends service calls from the end customer for gensets. They were looking to extend their service request management capabilities with robust, scalable and efficient field service process.
- OEM was in silo for information on the communication between the dealer and the end customer.
- It was a challenge for them to gauge whether the dealer has given required service to the end customer
- To check if the spare parts replaced were genuine & the claims raised were not fabricated.
- To monitor the inventories were not misused and properly accounted for.
- They also wanted to optimize the throughput for service management and minimize the downtime.
Cloud9 Technology Solution:
Cloud9 FSR, CSS, Warranty and Claim Management
- Installed and Configured Cloud9 FSR application for Service Engineers, Dealers, OEM’s Mobile devices
- Aligned and customized workflow, alerts, approvals
- Hands-on training to Service Engineers, Dealer users to access the system
- Helpdesk to Service Engineers
Business Impact:
“The solution brought Service Team, Distributors and End customers under single integrated platform that helped them make communication faster and transparent. It also optimized the service team output with enhanced customer satisfaction.”
- All the key stakeholders OEM, Dealers, Service Engineers are under a single integrated platform making communication faster & transparent.
- The actionable information with all details on customer, product, history, etc. to service teams has transformed the service call approach giving them the mobility.
- They are able to track the service call allocation & duration which gives the visibility across the hierarchy to ensure the output is enhanced. With this the claim settlement is faster and the end customer gives feedback for service request through function like remarks, photo and digital signature.
- Inventories are tracked and visible against the allocation, service engineer, used and balance.
- Helped to optimize the throughput for service management and minimized the downtime.
