CASE STUDY

Improve global customer service and field service operations for a global leader in robotic surgical equipment manufacturing.

DETAILS

Business Challenge

Hospitals are increasingly relying on sophisticated medical products for complicated surgeries on their patients and demand high levels of availability and fast response to service interruptions and efficient routine maintenance. The client decided to tackle the growing customer service and field support challenges by replacing their outdated legacy systems, develop and implement best practice service processes such as Improved tracking of the installed base, Integration to SAP ERP for parts logistics and financial reporting, ability to offer multiple service contract offerings.

Solutions Implemented

The client turned to Accrete for helping them design & implement global service business processes and enable an Omnichannel contact centre, profitable field service, and accurate service contract & installed base management. Accrete helped the Customer service and Field service departments align the service operations with different departments including Sales and Marketing, Supply Chain, Finance and Application Support for meeting cross-functional objectives.

Accrete initiated the project with its proven methodology of best practice service business process flows, identify core challenges in existing processes and design solutions to address them. The core solution was built around implementing SAP CRM functionality like Service requests, Service orders, Order scheduling, Service confirmations, Service Contracts, Installed base, Product service letters, Billing and integrating it with SAP ECC for logistics and finance.