A F500 industrial automation and information technology company headquartered in America was facing significant hurdles in delivering satisfactory customer services. Among their many challenges were:

  • Distributed and diverse field workforce comprising of in-house and third-party agents
  • Additional cost and complexities of on boarding third party contractors
  • Underutilization of in-house resources
  • Non-standardized training of all agents
  • Decreasing CSAT levels

We deployed DRYiCE Field Service Management in the company for its demonstrated ability to effectively manage customers, dispatchers, and field agents from a centralized platform. With Field Service Management, they were able to:

  • Increase operational efficiency by 60%
  • Reduce workforce costs by optimally utilizing their existing on-roll and contractual workforce
  • Better process guidance to the technician using complete ticket detail or issue description

 

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