John Bean Technologies
Improving customer experience and boosting productivity for a global field service organization
Improving customer experience and boosting productivity for a global field service organization
What We Did
When industrial manufacturing company John Bean Technologies needed to update legacy systems that were causing delays and inefficiencies, it relied on our expertise in customer experience, field service management, and supporting technology to help deliver measurable financial results.
Over one year, we helped them:
- Understand how employees were using current systems, and how these could be optimized
- Streamline and centralize information—from technicians’ schedules to asset service history
- Create new digital systems to increase productivity
- Standardize processes and technology for two business units spanning North America and Europe
- Deliver and monitor the new product, ensuring smooth integration with no disruption to workflow
175
service technicians onboarded to the Service Cloud and Field Service Lightning platform to increase employee engagement
18,000
assets cataloged, creating new mobile accessibility for service technicians while on a job site
5,000
new work orders created, increasing internal visibility and productivity
The Challenge
Being able to see more means being able to do more for the customer. But for JBT, legacy systems and a cumbersome technician dispatching process were standing in the way.
That’s why they came to us.
Our task was to help them deliver more visibility and flexibility for their teams—so their teams could deliver more satisfaction for customers.
JBT lacked visibility on two fronts: scheduling technicians and monitoring asset service history. With no single digital location to view technicians’ schedules, workflows were manual—and tedious. And JBT’s sales managers, service managers, and field technicians lacked clear visibility into the service history of their installed machines. Another drawback: technicians had to complete checklists and service reports while on site with a customer.
It was clear that they needed a single system to manage their install base, efficiently schedule their technicians, and provide a one-stop digital solution in the field.
An Undeniable Approach
West Monroe forged a true partnership to help JBT get the most out of its technology—and its people. It was already operating on the Salesforce Sales Cloud platform, so the next step was to expand into Salesforce Service Cloud and Salesforce Field Service Lightning, adding much-needed functionality and driving workforce optimization.
Our multidisciplinary team of industry, technology, and operational experts consulted regularly with a targeted group of JBT’s key stakeholders to deeply understand users’ on-the-ground challenges. We expanded our listening further, leveraging first-hand information from JBT factory tours to build personas of three system users. These helped everyone involved get deep inside the customer experience while building the new strategy.
Ultimately, JBT was able to roll out a case management solution that vastly improved dispatchers’ insights and ability to schedule technicians—the way it should be. As a committed, collaborative partner, we continued to seek feedback through iterative demos and stakeholder meetings and helped JBT operationalize the new platform.
Technicians were empowered to take their manual checklists digital. With a mobile app, they could do their reporting and check in regularly with the back office—all in the palm of their hand.
Returns You Can Measure
With a centralized platform that streamlined processes, enhanced visibility, and powered efficiencies, JBT was able to elevate its workforce and dramatically improve the customer and employee experience.
Sales and service teams, armed with visibility into customer needs and install history, can now reach out more proactively, enabling them to be more responsive over time. Service managers can now see technicians’ schedules and real-time field updates, improving the tedious workflow process to be more efficient.
The digital solution reduced the manual paperwork on site and provided clear and consistent data that was needed to complete onsite jobs more efficiently, including access to over 18,000 newly cataloged assets. The solution—rolled out across business units in Europe and North America, and soon, Asia Pacific—shows how the right technology can transform the way business is done.
