The existing Field Service Management system was an internally developed application with significant limitations for modifications. The company struggled with manual ticket flows and notification processes, lacked standardized reporting and monitoring capabilities, and was integrated with non-strategic applications. The single data center solution created reliability concerns, while disparate business workflows and end-of-life architecture hindered operational efficiency and growth potential.
Eclatprime implemented a comprehensive ServiceNow-based Field Service Management solution that managed the complete lifecycle of Work Orders and Work Order Tasks. The platform automated the creation, qualification, dispatching, and execution of off-site work requests. The solution established robust integration between end client systems and company resources to manage ticket lifecycles and parts dispatch efficiently. Field Engineers were systematically assigned to resolve tickets at customer sites, with appropriate role-based access for work order creation and management.
