Large Service CRM Case Study
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This use case study describes the strategic and operational gains made by the deployment of service CRM in managing field installed Diesel Gen sets pan India. Hundreds of service technicians update ticket status from remote parts and help the company meet SLA goals.
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Large Service CRM Case Study
- 2. A USER CASE STUDY Large deployment of the Saleswah Service CRM in field service environment
- 3. SALESWAH SERVICE CRM DEPLOYMENT ENVIRONMENT • Maintenance and Service of 35,000 DG sets installed in telecom towers – pan India • CRM users: (engaged in maintaining the installed base) • ~ 650 field service technicians (using mobile app) • ~ 150 deskbound users (Service managers, stores, logistics, commercial and IT) • All sites under contract with SLA conditions – 4 to 24 hours • Main workflows are: • Tickets logging and assignment • Spares logistics • Certification and billing
- 4. STRATEGIC OBJECTIVES AND GOALS Asset management • Updated health status of assets under management • BER planning Operations view • Territory management, route planning, loading • Optimize loaded cost of people, spares, equipment and management People planning • Training, skill gap assessment
- 5. OPERATIONAL IMPROVEMENTS • Assets management- history of changes, movement and service. • Track SLA compliance with all tickets. • Track service team performance and compliance. • Understand the key reasons behind service call violations • Understand the time components of response to service tickets resolution. • Speed of response: • Visibility to ticket status at all service hierarchy levels • Ability to approve exception requests online
- 6. IMPROVEMENT IN SPARES STOCKING AND LOGISTICS • Integrity of masters – products and spares • Ability to see current stock position: • At central warehouse • Shipped/ In-transit • Received at regions • Issued to Technician. • Stock reconciliation against usage is now easy at all levels • Historical view of stock records at all point is possible. • Focus on consumption of critical spares and reduce usage. • SAP integration- indents and supplies. Massive savings in time and increased accuracy.
- 7. COMMERCIAL IMPACT • Asset health with full history • Managing installed base contract in/ out history • Customer Certification of services delivered • Automatic generation of service bill every month based on services performed- preventing revenue leakage • Calculation of SLA penalties, deductions. • Drastic reduction in time taken to do all the above
- 8. STRATEGIC GAINS • Asset management: substantially meeting expectations. Asset health improved as we rigorously implemented PM scheduling and execution. As PM went up, BDN cases came down. • Operations view: Mobile app allows us to stay on top of the field activities and track SLA and visit compliance. • Territory management- managed to identify territories with poor metrics and taken corrective action where needed. • Cost side- eliminated misuse of spares and lube oil • Helped in passing quality audits
- 9. LUBE OIL CONSUMPTION LARGELY TRACKED INCREASE IN PM CALLS 0 1000 2000 3000 4000 5000 6000 7000 8000 9000 10000 0 5000 10000 15000 20000 25000 30000 35000 40000 Lube oil consumption trend over the months PM done per month (PM + EPM) Linear (Lube oil consumption trend over the months ) Linear (PM done per month (PM + EPM) )
- 10. BREAKDOWN CALLS FELL AS PM CALLS INCREASED 0 1000 2000 3000 4000 5000 6000 7000 8000 9000 10000 0 500 1000 1500 2000 2500 3000 3500 BDN tickets logged per month PM done per month (PM + EPM) Linear (BDN tickets logged per month ) Linear (PM done per month (PM + EPM) )
- 11. HOW CAN WE HELP ? Mail: sales@Saleswah.com Phone: +91 999 017 2233