THE CHALLENGE
Six ERP systems and multiple manual processes deployed for service delivery made it difficult to track and improve performance.
Due to many acquisitions, Downer’s Infrastructure and Construction group faced a non-integrated and complex IT landscape with high maintenance and support costs in their service delivery and support functions.
There were six ERP type systems and multiple manual processes deployed for service delivery that made it difficult to track and improve performance.
The Field Service technicians lacked the tools and information to deliver a consistent customer experience for both proactive and reactive maintenance service across the business groups. Financial governance was poor, and reporting was challenged.
The priority for Downer was integrating and simplifying the IT environment across the many acquisitions.
This involved standardising the ERP system, streamlining the multiple manual processes used to deliver field services, and removing duplicate systems and unsupported applications.
To provide a more efficient, effective, and consistent field service delivery to customers, they targeted improving the technician and dispatch user experience and productivity.
They also aimed for operational and financial transparency across the business groups
GSQUARE INVOLVEMENT
The priority for Downer was integrating and simplifying the IT environment across the many acquisitions.
gsquare carried out the initial business review, sourced and evaluated potential solutions and developed the business case for the recommended solution.
Following business approval of the proposed solution, gsquare provided the project management and technical resources that completed the business analysis, design and system configuration and roll out.
KEY OUTCOMES
Our solution was deployed in 11 months during the Covid-19 lockdown.
Our solution simplified the IT environment through integration and the reduction of systems.
SAP ERP provides financial management, payroll, client services, and project accounting across all businesses. It is integrated with SAP Field Service Management (FSM) to provide a consistent customer service experience across the creation, management, scheduling, and delivery of field services.
Now the Field Service Technicians deliver service call
consistency for preventative and reactive maintenance.
They have mobile access to the customer service history, real-time updates, and reporting which has increased their productivity.
Dispatching and scheduling are simplified, and
there is operational and financial transparency across business groups for tracking, reporting, and
continuous improvement.
TESTIMONIAL
“We were a business that had grown through acquisition and was challenged by multiple business processes and systems to coordinate work with our technicians. This caused considerable challenges in not only managing the efficiency of our technicians, but we had visibility issues with our financial performance outside of the month-end process. Being part of the SAP solution FSM has enabled us to greater integrate our business processes with our core reporting and get efficiencies across the business. The solution provides a simple and efficient means of scheduling and allocating work to our technicians whilst also providing real-time visibility of our financial performance.”
Luke Rowlands
EXECUTIVE GENERAL MANAGER, INFRASTRUCTURE & CONSTRUCTION