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Building a solution for field service management based on SAP Service Cloud – portable field workstations.

The project scope included: 

• Set up web and mobile applications to simplify engineers' work with service orders
• Develop a tool to record engineer absences
• Configure analytics and reporting on the volume and type of employees’ workload
• Create a unified and comprehensive customer database for sales and service departments 
• Enable tracking of service history, visits to the clients, working hours

• Customer data in the Sales and Service departments do not match
• Service engineers working in the fields have no access to critical customer information
• Manual customer service history tracking in Excel files
• Manual tracking of working hours 
• Lack of actual and comprehensive information on visits to the customer
• No analytical tools for the analysis of customer service performance

• Create a unified customer base 
• Grant service engineers complete access to customer-related information when out of the office
• Automation of customer service tracking, also available when out of office
• Time tracking automation; reduction of paperwork 
• Automation of customer visit tracking
• Real-time, easily accessible employee performance analytics

• Unified digital database for customers and service requests
• Mobile application for the field service engineers, also available in the offline mode
• Reduced downtime and optimized distribution of workload for the field workers
• Acceleration of order processing due to automation
• Analytics and reports for the field service managers

• Client's positive experience with SAP Sales Cloud 
• Ability to create a single database with SAP Sales Cloud
• User-friendly interface of SAP Service Cloud
• Mobile application feature
• Offline access to functionality

• As a Platinum SAP Partner and member od United VARs, ACBaltica provides an exceptional level of all kinds of SAP-related services: implementation, custom development, optimization, support, and more. With 20+ years of experience with SAP products, ACBaltica has already successfully completed projects in dozens of industries, including agriculture. 
• ACBaltica has successfully implemented SAP Service Cloud for Eurasia Group – thus, the company decided to keep working with the same SAP partner on the project based on SAP Service Cloud.

Eurasia Group Kazakhstan is grateful to ACBaltica for the high quality of the work performed and for adhering to project deadlines and budget. We intend to continue cooperating with ACBaltica in the future, developing and improving the efficiency of the customer service management system together.