To maintain one's position as a market leader, constant progress is a must. For the US-based company St. Jude Medical, progress is an integral part of the company's philosophy. With Mobile Workforce Management, the technical field service is able to work efficiently and respond quickly at all times.
The Atrial Fibrillation division works with catheter-based diagnostics, treatment and healing of heart rhythm problems. The trained and certified staff at St. Jude are there to assist in every possible way - even assisting the surgeon during surgery!
St. Jude selected both mobileX-MIP for Field Service and mobileX-Dispatch for the project.
Before the start of the project with mobileX AG, medical equipment technicians from St. Jude Medical worked with Excel spreadsheets. But it was no longer possible to meet increasing requirements with this method. The goal was to have a solution for technicians that can be integrated into the existing IT architecture.
The mobileX-MIP mobile workplace allows technicians to be able to view and confirm data while on the road. The solution automatically sends data to the existing back office (here a MySQL-Server). This enables real-time cost control in combination with a relevant invoice. The always up-to-date evaluation of times assists service managers with efficient planning and for the first time provides a good overview of utilisation and efficiency.
Flexibility plays an important role in the daily work of technicians at St. Jude Medical. At St. Jude, frequent rescheduling of appointments tends to be the norm and not an exception. With mobileX-MIP for Field Service, the technician can perform this rescheduling using the central planning tool mobileX-Dispatch. Here, the system automatically searches for the best possible choice of technician and takes into account parameters such as additional travel times, skills and many more.
The dispatchers in the main office use the graphical planning tool mobileX-Dispatch. This provides them with a convenient and always up-to-date overview of the current planning and job situation. Dispatchers can spontaneously plan assignments at the click of a mouse. The mobileX-Platform also works in the background to make sure that these changes are received by the mobile devices and that the technician is always informed.
Along with greater flexibility overall, there was a drastic increase in efficiency in the chain of service area value added. Technicians are now better utilised, can respond more quickly and reduce their travel times.
The improved data quality provides service managers with additional opportunities for evaluation and optimal scheduling of their teams. Since data is now immediately available in the system, invoicing cycles have been reduced.