Our customer is a leader in water purification devices, vacuum cleaners, air purification systems, and home security products based in India. With a direct sales force of over 10,000+ strong, they cater to over 20 million customers across the country.

Business Scenario

Before teaming up with Procify, the client struggled with optimizing a large 10,000-strong technician workforce, leading to operational inefficiencies, delayed service delivery, and impacting customer experience across their extensive customer base.

Challenges

• Inefficient Ticket Management – Delays in addressing customer issues impacted service quality and customer satisfaction, with service requests not reaching technicians promptly or getting lost in manual processes.
• Integration Complexities – Difficulties syncing data and workflows between the field service app and other business systems (SAP, Dynamics 365, DIGIO, SHIPSY) hampered efficiency and caused errors.
• Uptime and Reliability Concerns – Consistent interruptions or failures in the existing system created uncertainty and frustration among both the 10,000+ technician workforce and 20M+ customers.

Solution

Built using Procify, our AI-powered low-code/no-code platform.

Procify implemented its Field Service application which harnesses the power of the low-code platform to seamlessly integrate with the customer’s various business systems and, being highly scalable, resolve the reliability concerns for its large technician workforce.

• Streamlined Integration – Configured seamless integration with SAP, Dynamics 365, DIGIO, and SHIPSY, providing a unified view of operations and enhancing overall efficiency across all business systems.
• Route Mapping with Built-in GPS – Enabled route tracking and optimization using smartphone built-in GPS capability, resulting in shorter response times and efficient technician deployment across service areas.
• Instant Access to Service Documents – Provided one-click access to service contracts and warranty details on the field even in low-network areas with offline capability, ensuring technicians have critical information.
• Increased Reliability – Minimized system downtime, addressing concerns about service delivery stability and instilling confidence in both technician users and customers.
• Boosted Efficiency – Automated repetitive tasks, customized workflows, and adapted processes without extensive coding requirements, increasing overall operational efficiency and agility.

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