Transforming Field Service Operations

The Challenge

PerkinElmer, Inc., a leading American global corporation, operates in diverse business areas including diagnostics, life science research, food, environmental, and industrial testing. With expertise in detection, imaging, informatics, and service, PerkinElmer found themselves struggling with a fragmented field service process spread across multiple legacy systems. The company had faced previous challenges in implementing a cohesive field service system, and these past failures weighed heavily on their decision-making. Determined to overcome these challenges, PerkinElmer sought a solution that would unify their processes.

The Solution

Bolt Data led a comprehensive global service transformation for PerkinElmer by streamlining and harmonizing their field service operations. By fostering collaboration and building consensus among cross-functional teams, Bolt Data successfully rolled out ServiceMax across four regions through a phased go-live approach. This transformation enabled PerkinElmer to achieve a seamless and efficient field service process.

Key highlights of the solution include:

• 40+ Integrations: Seamless integration between Salesforce, ServiceMax, and SAP, ensuring data consistency and streamlined workflows.
• Custom Auto-Assignment Engine: Development of an advanced auto-assignment engine tailored to assign tasks based on geography and expertise, optimizing resource allocation.
• ServiceMax Field Service Application (FSA) Customizations: Tailored enhancements for iPad and Windows platforms that minimize clicks and improve data integration, boosting user efficiency and satisfaction