Company Name:
CUSTELLA SDN BHD (1016032-M)
Sector
Digital Agriculture, Digital Services, Digital Cities, Digital Health, Digital Tourism, Transportation, Government, Telecommunication, Utility and E
Tech Enabler
Data Centre & Cloud
Support Sustainability or ESG
Yes
Overview:
"Learn how FieldEx, a field service management tool, empowered Coffex Coffee with digitization. By consolidating streams of data into ONE cloud-based dashboard, FieldEx automated processes, reducing paperwork, errors and time-consuming tasks. Transitioning from paper to digital enabled Coffex Coffee to leverage data for business insights, optimizing workflows, resource allocation and customer relationships while enhancing efficiency and supporting environmental sustainability efforts. FieldEx as a digital solution enabled Coffex to drive operational efficiency. However, the true key driver behind this was customer experience, which was improved as a result of real-time insights at hand, empowering Coffex to focus on what mattered most, while supporting their environmental sustainability efforts."
Pain Points:
- Paperwork Overload: Extensive paper documentation slowed operations increasing service request processing time.
- Laborious Report Generation: Technicians lost work hours annually due to Report Generation, causing increase in labor costs.
- Complexity of Job Orders: Manual Job order errors increased workload and potential errors.
- Time-Consuming Processes & SOPs: Manual Processes reduced productivity by affecting strategic initiatives. Inconsistent repair procedures increased repeat breakdowns.
- Unsatisfactory Customer service: Poor service led to a drop in Customer satisfaction, reducing retention rates.
Solution/Services:
FieldEx
FieldEx addressed these challenges by consolidating diverse data streams into a single dashboard. Field service automation provided more than just convenient access to accurate information, it also streamlined workflow organization and optimized resource allocation. This approach enhanced efficiency, productivity and customer relationship management for businesses like Coffex Coffee.
Key Features and Functionalities
- All-In-One Platform: Consolidation of diverse data streams into one dashboard led to an operational efficiency boost.
- Paperless: Digitized document management meant reduced paper-based workload. Going paperless saved costs and raised productivity.
- Fully Automated: Automation (e.g. workflows, checklists, inventory reports) enhanced efficiency and reduced errors.
- Real-Time Data: Real-time data improved operational performance and customer experience.
- Inventory & Parts Visibility: Inventory visibility reduced stock-outs with 'bin transfers' cutting inventory costs.
- Easy ERP Integration: Seamless ERP integration enabled efficient data transfer across departments. This saved administrative time, boosting efficiency and data accuracy.
- End Customer Portal: The customer portal provided enhanced transparency, raising satisfaction and customer retention.J7
Implementation:
- Implementation involved user acceptance testing, training and integration with existing infrastructure, ensuring a smooth transition to the new system. This process has now been simplified to be a template-based setup which will significantly reduce the implementation duration.
- FieldEx utilized advanced technologies, including multi-tenant SaaS architecture, sophisticated databases, backend frameworks for performance, and user-friendly web/mobile interfaces for intuitive usage.
- FieldEx used configurable templates for setup and data uploads (e.g. assets, customer info). Minimal customizations were needed as over time we have integrated customer requirements into out-of-the-box features. Change management involved training and transitioning teams to digital workflows on mobile devices.
Benefit:
- 30% increase in productivity
- 50% reduction in unattended jobs
- 95% decrease in unattended repairs
- Optimized inventory management.
- Streamlined processes, efficient communication and integration benefits with ERP system.