Each device has multi-step standard operating processes that field service technicians are required to recognize and follow. The company wanted to standardize its comprehensive checklists for use by techs of any skill level.

Scalability

With over 20,000 employees spread across 70 countries, the organization needed a scalable solution that could be rapidly deployed across various geographies.

Rigid systems

The manufacturer’s field services operation still relied on manual processes such as paper or semi-digitized forms, resulting in potential errors and improper version control.

Analytics

The company needed the right analytics and reporting tools to gain actionable insights.

Compliance

The company was required to comply with complex regulatory requirements established by different authorities across multiple countries.

SOLUTION

Field engineers use the TrueContext mobile app to submit preventative maintenance forms, which are seamlessly integrated into the company’s work order management system. The tool plugs into the existing technology stack with zero disruptions, populating the entire system with consistent technician activity and asset data. This optimizes maintenance tasks and streamlines the work order management process.

“The biggest benefit for our field engineers was they didn’t have to enter the data that’s already in ServiceMax because ProntoForms can pull it automatically. In addition, all our service test procedures are now automated and the data gets automatically sent to a database when a Field Engineer completes their service work. That alone is saving us 15 minutes per case.”

GLOBAL SYSTEMS DEPLOYMENT

LEAD FORTUNE 500 MEDICAL DEVICE MANUFACTURER

OUTCOMES

With a TrueContext deployment, the medical device manufacturer has improved its field services operations specifically for preventive maintenance and inspection. They have generated positive business outcomes in several key areas:

Compliance and audits

Built-in security features such as SOC 2 compliance, pass-through handover, digital signature, GPS location tracking, etc., help the organization meet changing regulatory needs. It’s easy to meet traceability, accountability, and data integrity standards needed to offer aftermarket services aligned with GxP guidelines and FDA Part-11 ERES compliance. Additionally, it makes it easy to maintain quality control standards such as ISO 13485 and The Joint Commission (TJC) guidelines.

Cost savings

The manufacturer’s field services team has become more efficient by eliminating repeat work, saving over 15 minutes per case or approximately $700K. Better preventive maintenance translates to longer economic life for capital-intensive assets lifetime and improved service call efficiency.

Data integrity

The company now relies upon mistake-proof data entry and can easily find gaps in their processes. The organization is able to deploy calibrated tools into their process while making sure the forms are designed according to the exact steps and validation process used. Features like automatic geo-stamping means they can maintain data traceability easily.

Rapid quotes

Before the deployment, the team would spend time on emails and calls back and forth to populate Excel, Word, or PDF forms. For example, the company had a list of corporate accounts in an Excel spreadsheet which was not tracked in their system of record and was labour-intensive for inside sales to maintain. With TrueContext, the field services team now gets professional forms that require a minimum set of data to be closed.

Learn how to transform your preventive maintenance program

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