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Implemented Salesforce for a Leading International Organization Case Study
Case Study

A Leading Digital Marketplace Company Increased Cost Efficiency by 45% with a Field Service Management App

Client

Europe’s leading sustainability enabler company in providing innovative solutions, services, equipment and financing. The customer is a leading B2B wholesale platform for new and used electronic devices for sustainable IT services and recycling by buying back any electronic device from their consumers. Customer’s vision is to make digital life easy by redistributing refurbished devices.

Industry

Digital Marketplace

Region

Europe
A Leading Digital Marketplace Company Increased Cost Efficiency by 45% with a Field Service Management App

Challenges

The customer wanted to engage with a strong IT consulting solutions partner, who could serve as an end-to-end development and implementation partner using the ServiceNow platform for Field Service

To enable field technicians to define their status and self-assign a task from the pending work orders

Solutions

The challenges faced by the client, Datamatics provided a customized solution by developing the state-of-the-art Field Service Management to manage technicians/agents with location tracking & task assignment using the “Agent” App.

Configured various states for the technicians, which helped the dispatchers to identify the available field technicians

Impacts

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Utilization of technicians

Increased from ~65% to up to 85%

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45% increase in cost efficiency

 

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Increased customer satisfaction
With faster processing of customer requests

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User-friendly rich GUI workflows

For the field technicians

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