Once strictly thought of as a cost center by many manufacturers, field service departments have evolved into a major source of revenue and, increasingly, a key part of a company’s value proposition. A successful field service operation, though, depends on effectively delivering service in a timely, efficient, and consistent manner.
For Valhalla, NY-based Fujifilm U.S.A., building a world-class service division meant deploying a best-of-breed customer relationship management (CRM) and field service automation system that has helped the company improve productivity while increasing revenue and providing additional value to customers.
Fujifilm needed a system that could manage the entire service experience, including the help desk, contract management, and inventory management. The company needed a system that included a mobile computing solution for the technicians and the ability to track the service history for each customer, along with data mining and reporting capabilities. They selected the Alliance product suite from Astea International.
Fujifilm achieved a return on investment in one year by improving field technician efficiency, increasing the number of service calls completed per day, and streamlining the invoice cycle. The company also improved parts tracking in the field and reduced the time technicians spent on administrative duties. The company also expanded its service revenues and increased its service contract business to encompass approximately 87% of Fujifilm’s customers without having to hire a substantial number of new employees.