CASE STUDY
An innovative engineering, utility services, and investments company faced significant challenges in managing its extensive workforce while complying with contractual obligations. This led to high costs, compromised service quality, and challenges in maintaining customer satisfaction. With over a thousand employees, the company had to handle complex contracts with major distribution companies in Oman and perform tasks such as electricity and water bill creation, collection, and meter installation projects. They envisioned a future where these tasks could be managed effortlessly, boosting collections and improving customer satisfaction. Fieldmaster.ai played a pivotal role in turning this vision into reality, enabling the company to transform its operations by tripling collections and reducing back-office labor by 90%.
A leading player in Engineering, Utility Services and Investments
1001 to 5000 Employees
$114.3 Million
Revenue increased from collections increased by 3X within 3 months of starting engagement with Fieldmaster.
Process flow was fully automated, which led to a reduction of 90% of back-office efforts.
Touchpoints to the end customers was fully automated, providing instant accessibility and accurate feedback.
The utility customer got instant and fully accurate data on all the activities happening on the project, which was a first in the sector.
Systemizing the contractual clauses and building SLAs into each category completely eliminated penalties due to non-conformity.
The flexibility and adaptability of Fieldmaster software ensured quick changes to the system that minimized revenue loss even through unprecedented Covid restrictions.
I couldn't be happier. The system has increased the efficiency of all our users. The field costs are accurately monitored and have been brought down. The reports generated through the system are accurate. Our principals are happy with our services and we are maximizing profits at the end of the day. We are even doing many other projects in electricity and water sectors using Fieldmaster such as meter replacements, surveys and we have plans for more.
Finance Manager
The company’s traditional working methods were inefficient, relying on manual labor and phone calls for task assignments and instructions. This not only wasted resources but also left a significant margin for error.
The client attempted to modernize its operations by developing custom software. However, there was a huge gap between the actual field realities, the understanding of the software developers, and the specifications provided. As a result, the software quickly becomes useless.
Furthermore, making the necessary adjustments to the software proved to be a long and expensive process. The requested variations took too long to implement, and the associated costs were simply too high.
The company recognized the need for an all-in-one solution to address its field service management challenges while supporting its unique business model and processes.
Before implementing Fieldmaster.ai, the company faced three significant challenges that affected its business operations. All these challenges were intensified by the complex nature of their project, which had multiple moving parts, interconnected tasks, intricate logic, and numerous customer touchpoints. This complexity amplified their operational hurdles and impacted their overall service quality.
Ensuring efficient supervision and control of field staff was becoming increasingly difficult. The lack of effective mechanisms led to escalating costs and compromised service quality.
The company encountered difficulties releasing payments due to contested fieldwork data and lost information from their database. The absence of reliable data resulted in delayed payments.
The company struggled with disorganized data management, making it challenging to retrieve crucial information and proof of work when needed.
I used to spend dozens of hours making target lists for each month and that too for multiple activities. I even had to sit with my laptop working on these excels during the weekends, but now with the FIeldmaster system, I don't have to worry about all these as the system itself creates targets and generates reports for us. Even the notices for ND are printed through the system. This system is taking away all our pain points one by one and we are extremely happy.
Office Admin
Fieldmaster.ai provided tailored solutions to address the company's specific needs and challenges. The implementation of various modules and features resulted in significant improvements in their operations:
Automating project parameters and workflows ensured error-free data procurement from the field, enhancing supervision and control of field staff.
The meter reading project was optimized with automatic allocation of accounts, validations, and prompt completion reminders.
Fieldmaster.ai's console offered an efficient platform for task assignment, real-time data monitoring, and instant reports.
Customized modules were created for disconnections, reconnections, account protection, master data management, and more, streamlining processes and all but eliminating manual labor.
A full-fledged mini application was built on our platform to manage instalment plans with customers. Various levels of automated reminders and escalations were coded in.
Fieldmaster.ai was seamlessly integrated into the company's operations, covering workforce management and contract handling.
Automation and intelligence capabilities were leveraged to optimize processes, ensure accurate data capture, and improve assignment allocations.
The software facilitated data cleansing by cleaning historically spurious data, provided real-time insights through dashboards, and enabled agile adaptation to market conditions.
Using Fieldmaster dashboards has turned out to be quite convenient. These days I don't have to run myself through dozens of excel reports to understand the percentage of work done on the field. It became even more a delight when they customized the dashboard on request to pull in the revenues we were receiving on a daily basis. Simply brilliant.
GM
The implementation of Fieldmaster.ai yielded significant results and impacted the company's operations positively:
Fieldmaster.ai's targeted approach and automation led to a threefold increase in collections, enhancing the company's financial performance.
Automating processes across multiple task categories resulted in a 90% reduction in back-office labor, freeing up resources for value-added tasks.
Automation of touchpoints and improved communication through automated messages increased customer satisfaction for both the utility principal and the end customers.
Compliance with legal and contractual requirements, such as timely reconnections, prevented penalties for non-conformity.
Fieldmaster.ai's intelligence capabilities allowed the company to quickly adapt to market conditions, identify inefficiencies, and streamline processes, making the company more agile and responsive.
Have to admit I haven't personally experienced this quality of customer service with any other SaaS vendors. The moment my colleagues or myself require any assistance they are always a message away. We communicate on a daily basis with the Fieldmaster team to discuss and implement further modifications and improvements to make our operations smoother and better. And they deploy all these customizations and improvisations if possible within hours or else in days.
Finance Manager
The implementation of Fieldmaster.ai had a transformative impact on the company's operations, resulting in increased collections, reduced labor costs, enhanced customer satisfaction, and improved compliance.
The tailored modules and features provided a comprehensive solution to their challenges, offering automation, intelligent task assignment, and sophisticated field service management tools.
Fieldmaster.ai's customization, adaptability, and ongoing upgrades ensure that it aligns with the evolving needs of businesses. The company's success story demonstrates the transformative potential of Fieldmaster.ai in enhancing productivity, increasing revenue, and elevating customer satisfaction while reducing back-office labor and eliminating penalties.
We invite you (businesses in the field services space) to consider what Fieldmaster.ai could do for you. Harness the power of automation, intelligence, and optimized workforce management to achieve exceptional results.
Fieldmaster.ai distinguishes itself by offering free customization throughout the contract period, recognizing that each business is unique and requires a tailored solution. This commitment to customization ensures that the system evolves with your business, supporting continuous optimization of field operations.