Pitney Bowes recognised an opportunity to improve efficiency and reduce costs by eliminating its manual servicing processes. Previously, the company’s customer contact agents allocated jobs to field service engineers over the phone while the engineers were required to file written job records at the end of their rounds. Automating these processes promised to free up time and resources and provide field service engineers with greater autonomy.
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To achieve this, Pitney Bowes sought a way to automate and mobilise both the job dispatch and the procurement processes. The company rolled out Oracle-Siebel CRM across the enterprise to transform job assignments, providing customer contact personnel and field service engineers with instant access to customer data over mobile computing devices (see Case Study: Pitney Bowes Improves the Customer Experience by Mobilising Field Service Operations in UK and Europe).
The new Oracle Siebel system included functionality which allowed engineers to update inventory systems via SAP, in order to log parts used, place requisitions and track orders. This system made the inventory more visible and spend easier to control. Written records could only be used to update the inventory when the engineer returned to the office.