Case Studies
Field Services Provider (Technical Services)

About the Customer:

Our Customer is a public company operating as a Field Service provider. It delivers technical services on behalf of its customers - which include some of Australia's largest corporations. The Customer engages third party technicians nationwide (subcontractors), thousands of times each day, to install, repair, maintain and support equipment while providing quality service.

Business Issues:

	A need to improve operational efficiency while providing better margins on service contracts.
	The requirement to reduce sub contractor service delivery timeframes while adhering to governance and compliance requirements to meet client SLA’s and therefore ensure contract extensions.
	Automate works order management to provide the infrastructure for growth.

	Automation of the complete work order process from the customer service request through to engaging the right contractor to do the job.
	Reduce the Customer’s dependency on key personnel and inefficient work practices by leveraging the process efficiencies inherent in the Yarris solution (the expertise or IP for most of the business processes resided within the heads of a small team of aging supervisors).

	The Yarris Field Service Solution’s on-forward capability provided a seamless transfer of customer service requests to the Customer’s contractors. With the click of a button the Customer could convert the service request to a work order and forward it to their sub-contractors, while providing them the option to transfer all or some of the items and attached documentation from the original order.
	The Customer could mirror it’s supplier engagement process, including SLA’s with their own sub-contractors.

	The Customer has been able to process more throughput with less staff, reducing FTE costs
	The automated Yarris process has allowed the Customer to redeploy highly qualified technical staff back into the field.
	Improved service delivery cycle times.
	The Yarris supplier management functionality has driven quality improvements and changed subcontractor behaviour, enabling the Customer to over achieve against its customer SLA’s. As a result they have experienced a significant increase the work their customers are sending them.
	The Customer has been able to scale and grow their business by venturing into new markets.
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