Background
The client is a world leading manufacturer of advanced healthcare systems, with headquarters in Tokyo. Its service division (around 1000 service engineers) provides preventive maintenance services and repairs to a large number of customers.
Problem
- Multiple, disconnected on-premise systems based on old and varying technologies.
- Difficulty in analyzing the data and deriving insights
- Costly maintenance and enhancement
Solution
CEGB conducted a thorough analysis of the business processes and the current system landscape and created a fully functional prototype based on SAP Service Cloud with following features:
- Installed base management
- Service Contracts with Maintenance Plans
- Tickets
- Resource Scheduling
- Multi-channel capability with E-mail & Telephony
- Workflows and approvals
Working jointly with the client IT team remotely from offshore and created a joint implementation plan.
Expected Benefits
- Moving towards standardized and unified system reduces system maintenance and enhancement costs
- Many out-of-box features greatly increase the efficiency of the service execution
- Customer delight due to efficient service