Top Customer Service Solutions Provider

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Highlights

Improved exception management and automated time-based routing

Proactive forecasting based on resource availability, region, and product specifics

Enhanced real-time visibility into field operations and streamlined job assignment

Overview

Mastech InfoTrellis collaborated with a leading automation solutions provider to address manual work order inefficiencies hindering their $400 million sales growth target. The solution integrated Oracle's Field Service Cloud and Service Cloud, automating the work order process and optimizing resource planning, resulting in improved workforce visibility, real-time monitoring, and continuous performance optimization.

Client

A Leading Automation Solutions Provider

Geography

North America

Industry

Factory Automation

Tech Stack

Oracle solutions

The Challenges

Inefficient manual work order management hindered achieving a $400 million sales goal
Streamlining workflows for on-site activities and work order planning was challenging amid global service network expansion
The legacy broadcasting system lacked acknowledgment support and rich media capabilities for effective communication
Strategic planning was required to address elevated costs and training time concerns