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Alcon helps people see brilliantly. As the global leader in eye care with a heritage spanning more than seven decades, they offer the broadest portfolio of products to enhance sight and improve people’s lives. Alcon’s Surgical and Vision Care products touch the lives of more than 260 million people in over 140 countries each year living with conditions like cataracts, glaucoma, retinal diseases, and refractive errors. Simply put, Alcon develops and manufactures innovative medicines and devices to serve the full lifecycle of eye care needs. Alcon’s more than 20,000 associates are enhancing the quality of life through innovative products, partnerships with eye care professionals and programs that advance access to quality eye care.



Medical Device

10,000+ employees

Fort Worth, TX


“The biggest savings for our field engineers, in addition to not having to enter the data again because it’s all pulled from ServiceMax, is that all of the test tools required for the service test procedure are now automated. These test tools are automatically pulled up when the field engineer starts to fill out the test procedure. This alone is powering a 15-minute per-case savings for the engineer.”

Keith Olodort
Global Systems Deployment Lead


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 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