Industry
Manufacturing
Challenge
Fragmented apps, manual data entry, and inefficient customer service led to high costs and multiple service visits for technicians.
Results
The new unified platform saved over $1.2M annually, boosted technician efficiency by 30%, and improved customer satisfaction by 50%.
Technologies That Powered the Transformation
ReactJS, NodeJS, Azure DevOps (CI/CD), MongoDB, Azure Kubernetes
Overview
Our client is a Fortune 500 global technology and engineering company manufacturing steam valves and other equipment for the oil and gas industry. They needed to modernize field service operations. Technicians were using multiple disconnected applications that required manual input into each separate app. This led to service and response delays, multiple onsite customer visits, and high operational costs. The client partnered with rSTAR to consolidate these tools into an enterprise suite of integrated Progressive Web Apps (PWA).
The resulting enterprise solution dramatically improved technician productivity and saved $1.2 million per year in licensing fees. It enabled technicians to cut the number of onsite customer visits, which further reduced costs and improved customer satisfaction because projects were completed faster. By integrating and modernizing their technology, the client transformed field service operations, making it both service and sales-focused while significantly reducing costs.
Business Problem & Stakes
-
Licensing fees for the field service application ecosystem cost $1.6 million annually.High Costs:
- Fragmented Technician Workflows:
Technicians had to install and use multiple standalone apps, manually re-entering the same data many times. - Inefficient Customer Service Process:
Service calls often required multiple visits due to limited information access, which increased customer frustration.
rSTAR Solution
- Enterprise Suite of Progressive Web Apps:
Standalone apps replaced with a single, unified enterprise suite of Progressive Web Apps. - Integrated Data Entry:
Technicians enter data once, which syncs across all systems and saves considerable time. - Proactive Customer Service:
The platform gives technicians access to device history and parts information before visits, enabling faster service.
