Prezien Delivers Rapid Digitization of Service Processes and Asset Maintenance
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Prezien Delivers Rapid Digitization of Service Processes and Asset Maintenance for a Business Services Organisation
Project Overview
A Business Services Organisation had recently acquired a new contract to perform maintenance on vehicles in specific locations across the country. However, with an 8-week timeline, the organization had to introduce new formalized service processes with a requirement to avoid working with paper to digitalised service processes and asset maintenance. To bring digital innovation to their service processes, they turned to Prezien.
Date: 2023
Industry: Asset Maintenance Services
Location: Europe
Category: Service Management
Key Business Challenges
To complete an integrated service management solution in 8-weeks wasn’t going to be easy. The organisation faced a number of challenges going into the project:
Requirement to develop formalized processes and ways of working
Hiring and training the entire team: call centre agents, service technicians and IT teams
Avoid working with paper to digitalised service processes and asset maintenance
Requirements for a multi-language system
SAP Solution Landscape
Prezien proposed to implement and integrate SAP Service Cloud and SAP Field Service Management to schedule and deploy service technicians. Despite the extremely short timeframe of just 8 weeks to deliver a 3-tiered landscape across:
SAP Service Cloud
SAP Field Service Management
Prezien’s Solution
To meet the deadline Prezien worked with the organisation’s business and IT teams to deliver a fully integrated solution. The utilization of both the Prezien team and the customer’s internal teams and a tight scope for the project enabled Prezien to deliver a successful project, on time.
Project Results
The project had a number of significant wins:
Transformation from a traditional to an information-based business model
Digitised asset maintenance and service processes
The delivery of a fully integrated, 3-tiered landscape across 2 systems
Delivered in an incredibly short timeframe of 8 weeks
Greater efficiency of service technicians in the field
Improved maintenance of assets, reducing asset downtime
The organisation saw immediate success in the adoption of the software and plans are already in place to expand the contract.
Lessons Learnt
Upon reflection, Prezien found 5 key learning points that enabled the success of an 8-week project:
Collaboration between business and IT teams is critical for successful implementation of new systems.
A short project timeframe can be achieved with the right planning, execution and project management.
Investing in technology can lead to immediate business process improvements and cost savings.
Ongoing training and support are crucial for user adoption and system maintenance.
Utilising a proven implementation methodology can help ensure project success, even within tight deadlines.
Conclusion
Prezien successfully implemented SAP Service Cloud and SAP FSM for this business within a tight deadline of 8 weeks, enabling them to digitize their asset maintenance and service processes. This resulted in:
Improved efficiency and productivity
Cost savings
Higher first time fixes
Increasing overall uptime of assets in the field
Faster processing of operational information
Prezien’s expertise in delivering successful projects within tight deadlines, collaboration with customer’s internal teams and utilisation of SAP implementation methodology were key factors in the project’s success. Overall, the project was a significant step towards bringing business innovation to both the service agents and the field technicians, leading to plans for expanding the contract.