Transforming Healthcare Field Service Operations

Customer Profile

A leading healthcare company specializing in the manufacturing and servicing of ELISA test systems. The company employs over 40 technicians who handle more than 100 installation and service jobs daily.

Challenges:

The healthcare company faced multiple challenges due to reliance on a standard ticketing system:

• Inefficient Scheduling: Dispatchers manually checked each technician’s schedule, leading to delays and inefficiencies in job assignments.
• Delayed Work Order Completion: Technicians struggled with tracking product requests, often facing delays in receiving parts needed for installations and services, resulting in dissatisfied customers.
• Inventory Management Issues: The inventory manager had difficulty tracking stock levels across multiple locations, leading to unaccounted parts and financial losses.

Solution

FieldAx implemented a comprehensive solution to address the company’s operational challenges:

1. Centralized Dispatch Board: FieldAx provided a centralized dispatch board with real-time visibility into technician availability and job assignments. This system streamlined job scheduling by allowing dispatchers to assign tasks based on technician skill sets and availability, reducing manual efforts and improving response times.
2. Mobile App for Technicians: Technicians gained access to a mobile app with instant push notifications, ensuring they never miss an assignment. The app also provides real-time visibility into inventory, allowing technicians to request parts directly from the field. This efficient process ensures parts are delivered either to the technician’s location or directly to the customer site, minimizing work order delays.
3. Robust Inventory Tracking System: The warehouse manager now benefits from an advanced inventory tracking system, which monitors all parts and equipment across various locations. This system ensures accurate stock levels, prevents financial losses from untracked inventory, and supports timely service delivery.

Results:

• Enhanced Efficiency: Manual scheduling efforts were significantly reduced, and job assignment accuracy improved due to the real-time dispatch board.
• Improved Technician Productivity: Technicians are now better equipped with real-time information and instant notifications, enhancing their productivity.
• Optimized Inventory Management: Accurate tracking and management of parts and equipment reduced financial losses and improved service delivery.

Conclusion:

FieldAx has successfully transformed the healthcare company’s field service management operations, leading to improved efficiency, optimized inventory management, and enhanced customer satisfaction. The seamless integration of real-time scheduling, mobile access, and inventory tracking positioned the company for sustained operational success.