Resco Field Service 2.0 helps Dräger’s field technicians service life-saving equipment
Customer Company Size
Large Corporate
Region
- Europe
Country
- Germany
Product
- Resco Field Service 2.0
- Microsoft Dynamics 365
Tech Stack
- Cloud Computing
- Mobile App Development
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Employee Satisfaction
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Healthcare & Hospitals
- National Security & Defense
Applicable Functions
- Field Services
- Maintenance
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
About The Customer
Dräger is an international leader in the fields of medical and safety technology. Their products protect, support and save lives. Founded in 1889, Dräger generated revenues of over EUR 3,4 billion in 2020. The Dräger Group is currently present in over 190 countries and has more than 15,600 employees worldwide. They manufacture and service equipment for operating rooms, neonatal intensive care units, miners, and firefighters. Their products range from surgical lighting to patient monitors to anesthesia machines, proper ventilation, heating and jaundice treatments for developmental care and infection prevention in newborns, safety equipment for miners and breathing apparatus for firefighters.
The Challenge
Dräger, an international leader in the fields of medical and safety technology, was facing challenges with its outdated Outlook Offline app. The app, which was no longer supported by Microsoft, had long synchronization times, frustrating operations teams and field service technicians trying to view, manage and coordinate service schedules and parts requirements. If field service technicians cannot efficiently manage their day-to-day work, repairs and maintenance for the hospitals, fire stations and other customers who use their products could be delayed. To provide their customers with world-class service, Dräger wanted a faster, more reliable and feature-rich mobile app to provide offline capabilities to their field service force.
The Solution
Dräger selected Resco Field Service 2.0 and tailored it directly to their own Dynamics 365 field service solution to help streamline field service processes. They worked with Avanade’s Digital Innovation Studios to develop a user interface (UI) design that would personalize the user experience and collect insights to maximize engagement. Co-creation teams of service key users and experienced field service technicians from all over the world were formed to follow the progress of development and control the direction. Avanade helped Dräger upgrade its customer relationship management (CRM) platform to Microsoft Dynamics 365. This cloud-enabled business application provides built-in intelligence to monitor and track equipment data, such as time in use and average pressure. The final phase was to replace Outlook Offline with Resco Field Service 2.0 and connect it directly to the Dynamics 365 system to help streamline field service processes.
Operational Impact
Quantitative Benefit
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