Alcon Customer Story

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.

After selecting ServiceMax as the best solution to meet their goals, Alcon rolled out the platform to over 600 field service engineers and 100 technical support agents in over 100 countries. Adoption was a key metric, and the team kept an eye on how many people were using the ServiceMax platform. The system also introduced visibility into error rates, which allowed them to easily measure the financial impact of ServiceMax. To gain the field’s perspective, the team made sure to bring the technicians into their change management efforts.

With Advanced Forms powered by ProntoForms, Alcon can now consistently deploy the correct version of the appropriate form for technicians to use. Advanced Forms have also removed timely manual processes around digital signatures and connecting forms to a case.

Today, Alcon has over 2,000 employees using ServiceMax to deliver superior service. They complete an average of 7,500 work orders every month. The Alcon team is now able to automate the entire work order process for field engineers so that they can go and execute effortlessly. This transformation has resulted in

• 900 saved hours per year through improvements to Alcon ServiceMax
• Over 1,500 hours per year saved through improved tracking processes
• Reduced 70% of required Surgery Codes fields
• Implemented a streamlined FSE process to close work orders, saving 11,000 hours per year
• Leveraged Advanced Forms powered by ProntoForms to reduce admin work by approximately 50 hours per month within the first six months of deployment