Field Service Management

Globally, the client employs over 3000 Field Service Engineers to maintain services. When they complete a job, they report to their regional customer service back-office teams.

However, this process was carried out manually with paper documents, leading to errors and inefficiencies. This led to delays in billing customers.

The client decided ServiceMax could provide a Service Management System (SMS) to improve the reporting process. A mobile app, Service Max Go, could be used by the engineers to make activities more efficient and easily accessible.

The app could be used for processes including:

• Receiving and processing service requests
• Accessing databases
• Searching for parts

For the app to work, it needed to be integrated to SAP ERP.

Kagool is a creative and outcome driven team, always able to see solutions where others see problems, even in the most complex of IT landscapes.

Kagool helped the client choose MuleSoft as the most suitable integration platform, and carried out a Proof of Concept to verify that ServiceMax could be connected to SAP ERP. The project was delivered in 8 weeks, which included the Christmas holiday - an impressive timescale for a project of this scope.

Kagool demonstrated delivery excellence in a large scale end-to-end digital transformation programme in less than a year, despite the pandemic.

Having a system that updates instantaneously allows Field Service engineers to see data in real-time. This enables them to work quickly and manage their time more effectively, ultimately saving the client time and money and providing better service to the end customer.

Processes in the back office could also now be automated, providing greater productivity across the business

Efficiency

Processes become more efficient, making employees more productive.

Customer satisfaction

Service is improved, resulting in higher customer satisfaction.

Automation

Automation saves time and cuts costs.

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