It also performs installations, inspections, and preventive and corrective maintenance on its sophisticated instrumentation — high-value clinical devices that demand high availability and require fine calibration, often within fractions of a millimeter.

To support its post-sales activities, the manufacturer relies on field service management technology to keep track of jobs and asset records as well as equip technicians for complex fieldwork. Unfortunately, with its leaps in medical technology, paired with network-limited environments, it soon found the limitations of its existing FSM technology and processes. The tech stack created bottlenecks and introduced unnecessary risk across the service chain, reducing the company’s agility in a competitive landscape. Legacy systems with hardcoded technology hampered its ability to evolve with the market. Technicians were working with outdated, offline-limited systems that were inefficient for data capture and work execution. Meanwhile, limited integrations as well as a lack of analytics or integrated workflows meant undetected blind spots — ones that could potentially cause unexpected downtime, compliance risks, and revenue losses for both the company and its customers.

Being heavily involved in orchestrating complex installations of medical assets, the company needed something that could deliver improved speed to value for its customers. It also required a cross-departmental solution that would drive operational and process efficiencies that could be scaled from the installation use case across the rest of the organization. Operating in a highly regulated industry, the medical device manufacturer knew the stakes in terms of data governance and compliance. A viable solution was needed to replace an antiquated digital documentation system and serve different lines of business while keeping operational data flowing between divisions, with specific integrations with Salesforce and Microsoft identified as key systems. Dynamic workflow creation and editing, along with robust access management, were also non-negotiable.

Company leadership was aware of the potential downside, along with the opportunity costs, of its existing systems, and therefore tried to shop for different solutions to address its specific challenges. The company piloted a number of systems and found one that could solve its problems enough to move the needle in TrueContext.

One platform to serve every line of business — and scale beyond installation.

Leadership piloted several systems. TrueContext was the one that moved the needle.

With all hands on deck, their internal resources worked closely with TrueContext Professional Services to rapidly build and deploy a solution specifically designed for the organization’s needs. The partnership resulted in 89 rapidly deployed forms, with the team working to expand by dozens more. These forms covered a range of use cases, from pre-installation checklists, installation product acceptance, customer support and installation checklists, remote customer signature approval, and installation to service hand-off. TrueContext leveraged its out-of-the-box integrations to connect with its systems of record, including Salesforce, SharePoint, PowerBI, and Azure. Today, technicians rely on TrueContext to perform fast, accurate fieldwork in 31 countries around the world and eight different languages. With approximately 600 active users forecast to more than quintuple to 3,200, the company plans to expand further this year and have a larger portion of its workforce on board, across more use cases.

More than 5× the users, across more use cases

With about 600 active users today, the company plans to bring a larger share of its workforce on board this year.

Installations have improved tremendously, now faster and more accurate. The wide availability and deep integration of field data between the field and the back office have enabled new analytics capabilities to measure areas of concern and validate successes. This integration has transformed the field into a reliable source of accurate operational data, referenced across the business for a variety of efficiency and problem prevention measures.

In terms of productivity, the business is seeing anywhere between half an hour to a full two hours saved per installation, with reductions totalling hundreds of thousands of dollars across 2,000 installations in 2025 alone. These savings stem from strong workflow support by TrueContext across multiple product lines. With thousands of installations per year, these savings scale rapidly, enabling greater efficiencies as operations expand. In fact, the company’s target production growth rate of at least 9% will be significantly supported by streamlined processes made possible by TrueContext.

Where the savings come from

Projected savings by year three (2028)

With plans to integrate within SAP for inventory data within workflows, a “transfer to myself” workflow to reduce dispatch time while ensuring compliance, and the testing of TrueContext’s new AI-augmented connected worker features, the company is continuing to find ways to meet the dynamic realities of fieldwork. Greater expansion into other areas of the business, including service, depot repair, maintenance, and training teams as well as broader operations across its parent company, is also on the horizon.

More teams. Real returns.

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