Field service case study of heavy engineering equipment

service crmSaleswah CRM is being used for field maintenance of about 35000 Diesel Generator Sets by a customer. Many of these DG sets are located in remote parts of India. They are installed in Telecom Towers for providing backup power.

A service team of about 30 managers oversee 90 service dealers who employ about 700 service technicians. The service technicians attend to field visits- for repair and preventive maintenance. They are kept supplied with spares. The service is provided under stringent SLA conditions.

See this for more details of the implementation.

The field technicians use the Saleswah CRM mobile app- for service  to update the status of the ticket from the field. The service dealers and the managers use the mobile app to stay updated on the open tickets status. They also use the web based application for more involved tasks such as approvals, audits, billing, certification and so on.

After couple of years of use, the customer shared their feedback on what their strategic and operational objectives were and how close they have come to meeting them. We put their feedback in the slide deck that follows.

Have a look at the field service case study.

[slideshare id=87521886&doc=servicecrmprsentationcasestudy-180208134101]

How do you like being able to upward delegate?

Tasks can now be assigned to your boss and his boss too!

The most used feature in Saleswah CRM is the ability to create and assign “Tasks” to your own self or someone who works for you. Every Saleswah CRM client account (through their admin) can define the Task types that make sense for them.

Tasks in Saleswah are more powerful than in other simple calendar type of applications. A Task in Saleswah is linked to a “Contact” – a person who works for an Account (Client). It can also be optionally linked to a product type and can be updated, rescheduled and tracked till closure.

Tasks can also be re-assigned.

So, if a user is overloaded, he could always re-assign the task to someone in his team.

Let’s see a typical sales user hierarchy.

Task upward delegation

Who is a sales co-ordinator?

A sales co-ordinator has a valuable role- she provides back office support for her team of field sales persons. He/ she may free up admin time for the boss. It is also common to see the sales co-ordinators perform inside sales functions; that is follow up with clients of their team members.

Sales Co-ordinators can see all Account and Contact details for the level at which they are “attached” to the user hierarchy. So, the Sales Co-ordinator 2 can see all accounts which her boss – the Sales Manager 1 can see (his own and those of his reportees- Sales Exec 11 and Sales Exec 22).

The new enhanced task assignment/ re-assignment functionality

The biggest enhancement is that now while logging a task or assigning/ re-assigning it, the user can select any person below OR ABOVE him as well.

Why did we do this?

There are multiple situations where you may need your boss to intervene with a client. Or, during a meeting with a client, you might get a request to – “ask your boss to meet my boss”. Instead of noting it down and waiting to get back to office to inform your boss, you could now log it in Saleswah CRM.

So, earlier the Sales Manager 2 could only assign a task to himself or his two reportees: Sales Exec 21 and Sales Exec 22. But, now, he can assign the same task to his boss, the Sales Head as well.

Take another example.

The Sales Co-ordinator 1, who has visibility to the entire database- by virtue of being attached to the same level of user hierarchy as the Sales Head, can assign any Task to anyone including her boss, the sales head.

Hope you like it. Go ahead, enjoy the freedom to upwardly delegate!