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CUSTOMER SUCCESS STORY

Fortune 500 Manufacturer - Mobility for Field Service

A Fortune 500 manufacturer was looking to strengthen the connective tissue between the office and the field by extending the full functionality of their ERP and database to service technicians. Their goals were to improve communication and reduce time-consuming manual reporting.
In this case study, we’ll reveal how this manufacturer:
  • Created 24/7/365 live connectivity between office & field
  • 20% reduction in time for field service debriefs
  • Increased CSAT by strengthening the service experience
  • Reduction in manual processes and the amount of support needed for applications and services
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Fortune 500 Manufacturer Connects & Automates Field Service

Challenges

  • Fully connect the office and field
  • Reduce time-intensive reporting
  • Usability issues that could reduce user adoption
  • Lack of mobility platform, Cloud vision, and a clean look and feel

Goals

  • Provide an assessment, recommendation and roadmap for their current field service mobile application
  • Optimize the mobile app user experience
  • Provide a direction for their enterprise mobile strategy

Results

  • An ERP-, CRM-, and warehouse-integrated mobile toolkit
  • Fully automated field reporting

Results

  • Reduced call volume by 18% via self-service
  • Improved customer satisfaction ratings for support interactions by 10%
  • Eliminated hold times for outage reports & updates by 100%
  • Provided customers with a responsive self-service experience
  • Created an automated pipeline between customer needs on the utility’s website, other chatbot platforms, and the Oracle Service Platform

Testimonials
What the Customer Says

"With this mobile field service toolkit in place, our enterprise is connected in ways that we’d previously only dreamed of. Technicians in the field get exactly what they need. Our business office personnel are able to do their jobs faster and better than ever. Best of all, we’re doing measurably better work for our customers.”
CIO, Fortune 500 Manufacturer
"Mobile technology has enabled today’s workforce to work and operate beyond the confines of the traditional four-walled office space."
Gallup
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