Resco Case Studies Resco Field Service 2.0 helps Dräger’s field technicians service life-saving equipment

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	Resco Field Service 2.0 helps Dräger’s field technicians service life-saving equipment Resco

Resco Field Service 2.0 helps Dräger’s field technicians service life-saving equipment

Resco

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration 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
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Dräger, an international leader in the fields of medical and safety technology, was facing challenges with its outdated Outlook Offline app.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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

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

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.

About 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.

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.

Impact #1	Faster field service dispatching by data being synced in seconds rather than minutes
Impact #2	Better data availability, visibility and reporting capabilities to see what parts and equipment exactly are needed for each job, so they’re prepared upon arrival at the customer site
Impact #3	Less back-and-forth warehouse runs and communication with customers and operational management teams

Impact #1

Faster field service dispatching by data being synced in seconds rather than minutes

Impact #2

Better data availability, visibility and reporting capabilities to see what parts and equipment exactly are needed for each job, so they’re prepared upon arrival at the customer site

Impact #3

Less back-and-forth warehouse runs and communication with customers and operational management teams

Benefit #1	The app is live for over 1,100 users
Benefit #2	Once complete, more than 2,500 Dräger technicians will benefit from the solution

Benefit #1

The app is live for over 1,100 users

Benefit #2

Once complete, more than 2,500 Dräger technicians will benefit from the solution

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Overview

Resco Field Service 2.0 helps Dräger’s field technicians service life-saving equipment

Operational Impact

Quantitative Benefit