Driving Forward a Digital Real-Time Service

How we transformed a field service operation to boost efficiency, patient satisfaction and business results

Success Indicators

Greater Ease of use

for employees and customers

Unique differentiation in the market

due to Experience Cloud

Improved client satisfaction

Increased Operational efficiencies

More Business wins

Project Intel

Scope:End-to-end Implementation
Focus:Automated and Paperless Field Service Operations
Industry:Healthcare manufacturing and maintenance
Solution:Combination of Service Cloud and Field Service, with Experience Cloud and Docomotion

About Drive DeVilbiss

Drive DeVilbiss is one of the leading and fastest growing manufacturers and distributors of durable medical products in the world today, with manufacturing and distribution centers all over the world.

The company offers a wide range of products for use in hospitals, long-term care environments and at home. These include powered mobility & wheelchairs, walking aids, bathroom safety, home care furniture, moving & handling, beds & transfer trolleys, pressure area care and respiratory products.

Drive DeVilbiss Service is their dedicated division providing repair, maintenance and rental solutions to customers across the UK with 6 Service Centres in Glasgow, Wigan, Halifax, Orpington, Tipton, Belfast, and about 150 field-based employees.

Reasons for Approaching Asperii

The company’s vision was to move from a manual administrative, intensive and reactive service to a digitally enabled real-time service, that would not only match the offerings of competitors but eclipse them.

The company already had Service Cloud and Sales Cloud in its portfolio and wanted to optimize its investment with a single view of the customer. They had little in-house expertise with Salesforce Field Service and had a previous unsuccessful attempt at implementing a Field Service Solution. Although their staff, their offering and standard of care were excellent, their IT technology was letting them down.

Bottom line, Drive DeVilbiss chose Asperii because they wanted a true Field Service Specialist and because Asperii understood their business and budget.

The Need

  • Move to an automated system that is easy to manage and update
  • Improve visibility, control and communication with an end-to-end process that allows real-time field service reporting
  • Manage and optimize schedules and routings for Drive DeVilbiss field personnel
  • Provide actionable metrics to the business through the implementation of dynamic dashboards and reporting

What We Did for Drive DeVilbiss

We designed a highly customizable and flexible Salesforce solution, combining Service Cloud and Field Service to bring their customer support and engagement to Salesforce.

We also set up a customer portal with Experience Cloud, offering a wealth of data about Drive DeVilbiss’ products and services. With our solution, the customer can raise a case, track their assets across various locations, follow job status, verify service reports and much more.

We designed functionality in the Field Service mobile app that lets technicians scan their product’s RFID tags, providing a real-time update of the product’s status from delivery to collection to repair.

We used a document generation app called Docomotion to help Drive DeVilbiss generate custom service reports signed by their customers after every job. We even embedded the Docomotion solution into the SFS app for ease of use. The signed report gets uploaded back to Salesforce against the customer’s job (so it’s trackable on the customer portal), as well as shared with the customer by email.

 

Customization Spotlight

Prior to the implementation, Drive DeVilbiss relied heavily on paper reports filled out by engineers and back-office staff to manually input data into their legacy system. By leveraging the power of Salesforce, field engineers now scan and input data via the SFS mobile app, while back-office staff enjoys an automated paperless operation with a wealth of data in reports or real-time notifications.

Stuart Fynes-Chief Information Officer, Drive DeVilbiss

“We chose Asperii because they made an effort to understand our business and our budget and they kept their word. In fact, our customers and employees love the new solution. We are ready to invest further in Salesforce with Asperii and look forward to building a long-term relationship”

Stuart Fynes
Chief Information Officer, Drive DeVilbiss

Results: How Drive DeVilbiss Works After Asperii

By integrating the field engineers’ RFID scanners with the SFS mobile app, Asperii was able to bring the company’s assets to the forefront. Now the whole business has access to comprehensive asset history, upcoming maintenance, related assets, real-time tracking and much more.

  • Ease of use for employees and customers
  • Unique differentiation in the market due to Experience Cloud offering
  • Improved client satisfaction
  • Increased operational efficiencies
  • More business wins

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