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Business Situation

Dräger is an international leader in manufacturing and servicing medical and safety technology. When something doesn’t quite work the way it should, Dräger’s field service technicians come to the rescue. The company’s outdated Outlook Offline app, which was no longer supported by Microsoft, had long synchronisation times, frustrating operations teams and field technicians trying to view, manage and coordinate service schedules and parts requirements. If field technicians cannot efficiently manage their day-to-day work, repairs and service for life-saving equipment could be delayed. Dräger wanted a faster, more reliable and feature-rich mobile app to manage its field service, and it found a trusted partner in Avanade to help with the digital transformation.

“It’s important that people trust the tools we’re working on.”

Joern Mohr IT consultant at Dräger

Solution

Dräger worked with our Digital Innovation Studios to develop a user interface (UI) design that would personalise the user experience. We then 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, which can eventually help reduce service costs and increase customers’ confidence in Dräger’s services. The final phase was to replace Outlook Offline with the latest Resco Field Service 2.0 and connect it directly to the Dynamics 365 system to help streamline fieldwork processes.

Results

Today, the app is live for over 1,100 users. Once complete, more than 2,500 Dräger technicians will benefit from:

  • Scheduling and task management data that can be synched in seconds rather than minutes
  • Better visibility and reporting capabilities on job site requirements
  • Less back-and-forth warehouse runs
  • Increased stability, speed and efficiency

For the customer, faster, more reliable services boost their confidence in Dräger products. Near real-time visibility into service assessments and requirements speeds up the authorisation process for service and repairs. They can now submit equipment information and sign work orders on the spot using detailed mobile reports.

Find out more about the potential for connected sales and service to transform your business.

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