Johnson Controls International (JCI)

Successful adoption of new system depleted backlogs and created higher technician productivity

Johnson Controls International (JCI) is a multinational conglomerate involved in the manufacturing of automotive parts and HVAC systems for buildings. Having developed around the first electric thermostat more than a century ago, JCI continues to service and provide routine maintenance to HVAC equipment in military environments.

CHALLENGE

JCI depended on a paper-based system to manage work orders leading to delays and poor prioritization

  • Maintenance and repair operations were managed by a three-person staff

  • Service technicians were required to submit physical reports on completion of work

  • Ongoing operations could not be monitored in real-time; as such, cases could not be prioritized based on availability or escalated based on complications

  • Rolling work backlogs collected each quarter creating dissatisfaction among clients and technicians

SOLUTION

Rainmaker utilized Salesforce Field Service Lightning to digitalize work-order management

  • End-to-end digitalization of work order management allowed orders to be easily viewed, tracked and prioritized by management and techs alike

  • Service Console enabled intelligent job scheduling based on the priority and details of a job matched to a tech’s current workload, abilities and productivity

  • The Field Service mobile app enabled techs to quickly access case details and the ability to report on stock and inventory while deployed

RESULTS

Successful adoption of new system depleted backlogs and created higher technician productivity

  • Depletion of work backlogs enabled JCI to successfully reach its quarterly resolution goals

  • Communication between management and tech was transformed, enabling real-time collaboration on work-orders

  • Analytics and intelligent scheduling ensured that techs were given the jobs most suitable to their abilities leading to higher employee satisfaction, less over-scheduled techs and fewer idle personnel waiting for orders or feedback

Technologies

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