The manufacturer faced operational gaps that impacted productivity and customer satisfaction.

Service teams were handling more than 26,000 direct customer calls a month without recording actions taken, problems fixed or customer feedback. Field staff location and service status were often incomplete which limited visibility into work in progress and slowed responses to customer inquiries. Customer satisfaction measurement was limited and only 28% of customers who rated service scored it above 4 on a scale of 0 to 5.

At the same time, the manufacturer saw low billed hours for its milling machines on job sites. Average machine utilization was about 36.5% or 8.8 hours a day when the target was close to 20 hours a day.

To bring consistency to after-sales operations and improve field service outcomes, the manufacturer selected the Field Service Management capability of HCLTech Aftermarket Cloud.

We implemented an end-to-end workflow that captures accurate and complete information at every step while enabling tracking across the field service lifecycle.

The solution was delivered as a cloud-based responsive web application with native iOS and Android mobile apps to support rollout across company-owned and dealer locations.

The mobile experience helped customers, field technicians and service managers access current machine status and service status. Field engineers received service assignments with complete job context including customer details, machine details and required tools and parts. Service managers could view available resources, schedule calls and track field force location using GPS updates.

The manufacturer also opted for our outcome-based managed service including a customer service helpdesk available via a toll-free number. The helpdesk centralized operations by taking customer calls, opening tickets and tracking performance across sales and service locations.

After implementation, the manufacturer reduced direct calls to field engineers by 72% which enabled 100% utilization of field engineer resources. The improved visibility helped surface ‘free of cost’ jobs that had been handled through direct calls which supported a shift toward revenue-generating activities.

As a result, the manufacturer achieved a 57% gain in service revenue and a 90% reduction in goodwill service. Because engineers arrived with the right parts and tools, first call completion improved and customer wait times dropped. Customer satisfaction scores rose with 98% of customers rating satisfaction above 4 on a 0 to 5 scale.

The system also helped predict next service due dates and pre-identify parts needed which provided early warning for staffing and parts stocking. Average machine utilization improved 125% increasing from 8.8 hours to 19.6 hours a day.

For manufacturing equipment makers, after-sales service is where customer loyalty is won or lost. When service requests, dispatch and work order status rely on manual updates, teams lose time, customers get inconsistent experiences and valuable billed work can go untracked.

By centralizing service intake, standardizing workflows and improving visibility from ticket creation to resolution, the manufacturer strengthened service control, improved customer satisfaction and unlocked measurable growth in services revenue.