Mobile work force application for dealer service engineer reduced restoration time

JCB India is an UK based Automobile giant who has 60+ dealerships across India and 5000+ field force to manage machine service.

Challenge

JCB Dealers are the lifelines to customers for heavy equipment manufacturers. Their field engineers are responsible for managing and maintaining good relationships. Even well-established dealers can be irreparably damaged should they fail to help customers prevent and manage equipment downtime. Dealer service must keep machines up and running as a foundational part of the customer service strategy.

The emergence of intelligent machines is expanding the challenges that dealers and their field engineers must manage.

Objectives

Service Management System is integrated with SAP B1 and has been designed to enable dealers to:

  • Track and monitor performance of their sales & service executives
  • Provide complete control/visibility of the overall operations
  • Deliver an enhanced customer service

Solution

JCB INDIA wanted to automate their Service processes through mobile application. ValueFirst have integrated the Mobile CRM with SAP system in JCB. Following are the business processes.

  • Dashboard
  • New Service Calls
  • Sales Leads
  • Service Leads
  • Target vs. Achievement
  • Messages Broadcaster
  • Locate Fellow Engineers
  • Service Update

Result

  • Faster & Accurate Data: The data submission is exponentially speeded up by providing drop down options. No need type the product name, just type the sell quantity of product. Removed data inconsistency issues.
  • Cost-Effective: Saves money and resources as users can electronically send the gathered real time field data, to their organization, within seconds after submission.
  • Eco-Friendly: It paperless and goes in line with the current 'go green' slogan. It removes bore paperwork from field operative and gives them a powerful mobile productivity tool in its place.
  • Real-time Submissions and Consequent Actions: Delays because of conventional reporting system often slows down the whole process. By this system organization get the sales data along with market analysis from sales team on real time.