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Grundfos, one of the largest water pump manufacturers world-wide, required a field service management software system to optimise internal processes. As part of a team, I designed and developed a web application to fully digitise their business processes.
An office web app helps Grundfos manage and improve field service delivery, customer communications and maximise field service sales opportunities from one unified platform. To ensure that customers get a visit from the most suitable service technician as soon as possible, the system uses its knowledge of each technicians’ skills to make intelligent suggestions to planners before a job is allocated. The system ensures that customers are fully aware of the status of their job at all times via both text and e-mail communications.
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A key requirement of the system was that Grundfos should be able to easily record the details of specific equipment faults. This enables the company to carry out extensive analysis of all its water pump models and identify design issues and even forecast component mortality in some cases. Technicians are able to record detailed faults during their visit to the customer’s site using the system’s iPad app.
Regardless of whether the service has been conducted by an internally trained technician or an external service partner, all service jobs are accompanied by a standard set of evidence to support the work reported by technicians. This allows findings to be verified and quality assessed before they reach the customer.
The visit report generated by the system allows customers to quickly see the outcome of each visit. It provides enough detail to ensure that customers fully understand the reasoning behind the technician’s decisions. Visit reports also make it easy for customers to identify if further work is needed to bring all their equipment to a fully online state.
Another key aspect of the system for Grundfos as an employer is its ability to ensure that its field service technicians are safe in their working environment at all times. The system forces all field technicians to evaluate the safety of their working environment in each site prior to starting the work. It also keeps track of the expected finish times for each engineer on a daily basis and raises warnings to the relevant field managers if an engineer did not arrive safely home at the end of the working day.
One of the greatest benefits of the system for Grundfos is the ready availability of fine grained data about all aspects of the service process for analysis. For instance, knowing whether staff engineers are being utilised to their maximum potential allows the company to identify and plan ahead for periods of higher demand.
