As the services team at Alcon looked to transform their service business into a profit center, they sought out a single, asset-centric field service management platform that would allow them to meet compliance regulations, standardize and automate manual processes, and equip engineers with the tools needed to deliver the highest level of service possible. In selecting a solution, Alcon wanted one built on Salesforce.com that could provide the flexibility needed to address and support Alcon’s dynamic business and provide a 360-degree view for all business functions.
Prior to implementing ProntoForms, Alcon used smart PDFs that required engineers visit a SharePoint site and select the appropriate service test procedure PDF for the equipment they were working with. Sometimes there were multiple versions and that created the possibility to pull the wrong PDF version and attach it to a case.