GPS Insight > Case Studies > Generator Systems Enhances Efficiency and Customer Service with IoT

Generator Systems Enhances Efficiency and Customer Service with IoT

Technology Category

Robots - Wheeled Robots
Sensors - GPS

Applicable Industries

Finance & Insurance
Telecommunications

Applicable Functions

Maintenance
Sales & Marketing

Use Cases

Inventory Management
Leasing Finance Automation

Services

System Integration

About The Customer

Generator Systems, LLC is a company based in Akron, Ohio, USA. The company operates in the power generation industry, selling and servicing generators and pumps. The company is committed to delivering exceptional customer service and operational excellence. It believes that taking care of customers across all aspects of the business, including the sale, service, and preventative maintenance of pumps and generators, is key to its growth and prosperity. Approximately two-thirds of its employees are based in the field, making mobility and the ability to conduct business using smartphones very important to the company.

The Challenge

Generator Systems, a company based in Akron, Ohio, that sells and services generators and pumps, was facing challenges in managing its field service operations. The company was keen on improving its efficiency, speeding up customer response times, and delivering exceptional customer service. The company's business model is centered around providing outstanding customer service across all aspects of the business, including the sale, service, and preventative maintenance of pumps and generators. However, the existing system was not efficient enough to meet these demands. The company needed a solution that would streamline its operations, increase efficiency, and enhance customer experience.

The Solution

Generator Systems selected GPS Insight field service management software, FieldAware, to streamline its field service operations. FieldAware was chosen for its customization, capability, reliability, and support for the mobile devices used by technicians. It also offered seamless integration with NetSuite, which the company had been using for CRM, accounting, invoicing, and fixed assets since 2013. FieldAware is used to schedule service calls and notify technicians of jobs through their smartphones. The technicians receive a parts list, customer history, and turn-by-turn directions to the customer site. They can use the system to deliver service, enter data, and complete job orders. The job information flows seamlessly into NetSuite for invoicing customers.

Operational Impact

The implementation of FieldAware has led to significant improvements in Generator Systems' operations. The software has streamlined operations, making schedule adjustments quicker and providing technicians with all the necessary information to complete a job instantly. The seamless integration between FieldAware and NetSuite has ensured accurate transfer of work order data to finance, enabling faster processing of invoices. Customer service has also improved, with complete customer history available for schedulers and technicians to make proactive recommendations for preventative maintenance. This has allowed the company to take a more proactive role in maximizing their customer’s overall equipment effectiveness. In the future, the company plans to build out reports for labor utilization, technician costs, and revenue per hour, which is expected to further reduce the time it takes to generate reports.

Quantitative Benefit