Case study

The challenge

A leading global manufacturer that sells advanced medical devices to hospitals, urgent care centers and clinics worldwide wanted to improve processes to provide world-class customer service. The company lacked an integrated service management system to promote efficiency and support compliance. There were no processes for device service and repair across its global organization. It also lacked visibility into service operations and what drives costs. The client asked Cognizant to manage the field-service work orders for its range of products.

Our approach

To meet our client’s stipulated requirements, Cognizant installed MFGVantage, a leading workflow management software for life sciences companies, on top of Salesforce to add service and repairs tracking capabilities and end-to-end management of its field-service orders and repairs, with modules to manage complaints, create test plans, and manage orders, inventory and invoicing. After further review, we launched—in less than 12 weeks—a scalable, cloud-based application for lightning-fast field service management that incorporated customized modules for key tasks.

Our manufacturing automation experts also helped the organization migrate its data from legacy systems to our new application using an integrated cloud platform and algorithms to automate various key processes, including service-call intake and job ticketing, technician assignments based on skillsets and geography, work-order processing and inventory management.

Digital helps the company transform service management

Along with accelerated turnaround time and access to a complete audit trail, the company now enjoys 360-degree transparency into customer service operations. The solution offers dashboards that report current and scheduled workflows and provide reports based on performance against agreed on metrics. Our solution brings together and manages the client’s disparate service management processes across 15 businesses in more than 100 countries. It gives a complete view of the service needs across the business, assigning resources to specific cases based on relevant skillsets, maintaining audit trails for regulatory compliance and delivering critical information to management for decision-making.

In < 12 weeks

designed proof of value and provided a complete solution for client

For 15 businesses

operating in 100 countries, implemented integrated service management

> 40% increase

in efficiency for core service management functions