A leading technology-based lab instruments solution provider had previously rolled out a CRM system for its service organization. That system brought many advantages but also challenges to field service engineers (FSEs), who had logged in to the CRM to view and manage their service orders. This meant the FSEs had to boot up their PCs, log in to the VPN and then log in to the SAP CRM—a process that could take up to 20 minutes. These delays happened as the FSEs worked with customers, who had to stand by for their service confirmations. To cut customer wait times, FSEs would wait to close out service orders until the end of the workday. The lab instruments solution provider engaged Cognizant to design a new field service app to help FSEs manage their entire CRM workflow without opening their PCs.