Johnson Controls International (JCI)
Johnson Controls International (JCI) is a multinational conglomerate involved in the manufacturing of automotive parts and HVAC systems for buildings. Having developed around the first electric thermostat more than a century ago, JCI continues to service and provide routine maintenance to HVAC equipment in military environments.
CHALLENGE
JCI depended on a paper-based system for work order management leading to delays and poor prioritization
Maintenance and repair operations were managed by a three-person staff
Service technicians were required to submit physical reports on completion of work
Ongoing operations could not be monitored in real-time; as such, cases could not be prioritized based on availability or escalated based on complications
Rolling work backlogs collected each quarter creating dissatisfaction among clients and technicians
SOLUTION
Rainmaker utilized Salesforce Field Service Lightning to digitalize work-order management
End-to-end digitalization of work order management allowed orders to be easily viewed, tracked and prioritized by management and techs alike
Service Console enabled intelligent job scheduling based on the priority and details of a job matched to a tech’s current workload, abilities and productivity
The Field Service mobile app enabled techs to quickly access case details and the ability to report on stock and inventory while deployed
RESULTS
Successful adoption of new system depleted backlogs and created higher technician productivity in work order management
Depletion of work backlogs enabled JCI to successfully reach its quarterly resolution goals
Communication between management and tech was transformed, enabling real-time collaboration on work-orders
Analytics and intelligent scheduling ensured that techs were given the jobs most suitable to their abilities leading to higher employee satisfaction, less over-scheduled techs and fewer idle personnel waiting for orders or feedback
