Originally, Luminex had Oracle ERP suite for both internal business applications, as well as a CRM, which included field service. However, Oracle did not provide all the functionality that Luminex needed to meet customer demands.
“We had Oracle ERP suite for both internal business apps as well as CRM, including field service – did not provide all of the functionality that Luminex needed to meet customer requirements. “It was just not the best fit for our requirements,” says Steve Nava, Director of Field Service, Americas.
ServiceMax was a natural choice for Luminex because they had recently adapted Salesforce. The company wanted to see each customer interaction, from the service history to order and shipping history to what entitlements they carried.
When designing the ServiceMax solution, Luminex worked closely with their field service engineers. “There were numerous things from my own days in the field that I thought would work in the solution, but the engineers asked for changes because they knew those parts of the operation better than I did,” Nava says.
After building out all their requirements, Luminex deployed iPads to all their engineers. Nava raves about the iPads, “the techs simply break out their iPad, conduct their business, debrief, and capture the signature. The customer receives an immediate report that details cost, so they can see what that service is costing them.”
The mobile device provides techs the ability to update SLAs and project estimates on or offline, as well as access to a Knowledge Base where they can research their questions. This new solution’s access to service history, entitlements, SLA status, and dashboards has helped engineers make the most out of their days.