for employees and customers
due to Experience Cloud
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 |
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.
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.
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.
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.
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.
