Client Context
One of the world’s largest manufacturer of elevators, escalators, and moving walkways, with a history spanning more than century. With operations across multiple countries, they needed a unified platform to enhance its customer relationship management and field service efficiency at scale.
Challenges
- Fragmented service management processes across geographies, leading to inefficiencies in scheduling and customer support.
- Lack of visibility across the prospect-to-customer funnel for sales and service tracking.
- High reliance on manual coordination for technician scheduling and route optimization.
- Need for real-time access to part numbers, service history, and warranty data in the field.
- Requirement to support 12+ countries on various versions of MS CRM and Field Services, ensuring standardization while addressing local nuances.
- Rapidly evolving MS CRM platform requiring continuous enhancements, testing, and adoption without disrupting business continuity.
Our Approach
- Designed, configured and deployed a Global MS CRM & Field Services Template, ensuring standardization across 12+ countries.
- Enabled end-to-end customer journey tracking, from prospect acquisition to service lifecycle.
- Implemented smart field service scheduling with technician assignment based on workload, availability, and optimized travel routes.
- Added advanced features for service engineers, including:
- Access to service history, parts, and warranty details on-the-go.
- Video call escalation to HQ for real-time expert assistance.
- Introduced a continuous enhancement model with rigorous testing to maintain error-free live environments.
- Rolled out structured training programs, leveraging videos and hands-on modules to ensure adoption at the technician level.
Results
- Unified CRM and field service management framework, improving cross-country standardization and operational efficiency.
- Increased first-time fix rates through optimized technician scheduling and real-time data access.
- Improved customer experience and satisfaction, thanks to faster resolution times and proactive service support.
- Seamless rollout across 12 countries, supporting multiple CRM versions while ensuring global governance.
- Elevated field staff capabilities with digital enablement and continuous learning programs.
