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Fieldpoint Service Applications, Inc. > Case Studies > Leveraging Field Service Software for Enhanced IT Services

Leveraging Field Service Software for Enhanced IT Services

Technology Category

Functional Applications - Computerized Maintenance Management Systems (CMMS)
Robots - Wheeled Robots

Applicable Industries

Education
Telecommunications

Applicable Functions

Field Services
Maintenance

Use Cases

Inventory Management
Personnel Tracking & Monitoring

Services

Cloud Planning, Design & Implementation Services
System Integration

The Challenge

The IT services industry is grappling with the rising demand for IT deployments and telecommunications due to increased internet usage over the past five years. This surge has led to a higher demand for voice and data services, cloud solutions, data center technologies, and expanding IT service networks. The industry is at a critical juncture in managing their enterprise as the global demand for their services continues to rise. The challenge lies in managing on-site field service, help desk support, remote desktop repairs, and a network of subcontractors specializing in specific IT deployments. Additionally, IT services businesses are tasked with new installations and managing the maintenance of growing systems.

About The Customer

The case study highlights three customers who have successfully implemented Fieldpoint's field service management software. Bailiwick, a Minnesota-based technology solutions company, performs over 40,000 equipment installations each year and offers 24x7 support to their customers. They needed a sophisticated project management solution to handle the capacity of their deployments. EvolvTec, one of the largest service providers of computer services and equipment for banks, government, and education institutions, required a solution that included mobile support for their technicians in the field, as well as inventory and asset management from a mobile device. Comm-Works, a leading technology enterprise with over 20,000 technicians in 120 countries, is made up mostly of subcontractors. They needed a system to dispatch service subcontractors their work orders and reduce their time in returning information to the head office.

The Solution

To address these challenges, IT services businesses are turning to field service management software like Fieldpoint. This software offers a complete work order management system with maintenance contract automation capabilities, project management, and job costing tools. Fieldpoint is helping IT services businesses handle their voice and data service problems and manage the capacity of IT-related service calls with subcontractor management. It provides an end-to-end solution for deployment management of new data center technologies, cloud services, and new networks for IT services. It also offers a mobile solution for a growing workforce of subcontractors, with built-in levels of automation to escalate service requests from maintenance contracts. Companies like Bailiwick and EvolvTec have successfully implemented Fieldpoint to manage their deployments and enhance their overall business performance.

Operational Impact

The implementation of Fieldpoint's field service management software has led to significant operational improvements for IT service providers. Bailiwick was able to automate their project management, reducing time demands on each project and enabling them to take on more deployments without needing additional resources. EvolvTec introduced the mobile field service app, providing their technicians with a tool to make them more efficient in the field while offering real-time updates on job status and more insight into asset management. Comm-Works was able to better manage their subcontractor-based workforce, reducing the time technicians spent on hold when calling into their call center. They also used the mobile application to deliver work orders, allowing subcontractors to input answers through the app and submit it back to the office, leading to a drastic reduction in call volume.

Quantitative Benefit

Bailiwick was able to handle over 40,000 equipment installations each year and manage more than 200,000 calls annually through their service desk.
EvolvTec was able to scale their business and make their workforce more productive in the field with the field service mobile app.
Comm-Works saw a drastic reduction in call volume with 70% of their technicians utilizing the mobile app.