Challenge 

A leading supplier of scientific and laboratory equipment lacked visibility into field operations and job-level profitability. This resulted in the ongoing sale of loss-leading projects and hindered the company’s ability to shift its focus toward more profitable opportunities. 

Lacking a centralized technology platform and a single source of truth, leaders were unable to verify, analyze, and act on their data quickly. 

How We Helped 

CrossCountry Consulting’s NetSuite implementation experts conducted a thorough assessment of the company’s operational landscape in close partnership with key stakeholders and department heads. The team: 

  • Provided strategic recommendations based on industry best practices to identify and implement efficiencies across all service areas. 
  • Implemented NetSuite Field Service Management, which integrated real-time job and technician tracking and centralized inventory control. 
  • Developed customer-specific reporting and dashboards. 
  • Automated workflows to drive end-to-end process optimization. 
  • Delivered customized training for field technicians, enabling a seamless go-live experience. 

With a new technology-enabled approach to field service management, the company unlocked a faster, more efficient operating model.  

Results 

As the system came online, the company began realizing benefits immediately. Clean data flows highlighted specific areas of improvement for business leaders, allowing them to pivot to more valuable opportunities in the field. 

  • 12+ hours saved monthly on data preparation and data entry. 
  • Single-source-of-truth data accuracy by removing reliance on third-party APIs and connectors. 
  • Real-time data visibility into job, asset, customer contract, and technician profitability for back office and field teams. 
  • Increased productivity and efficiency by integrating scheduling, dispatch, asset management, and mobile app. 
  • Driver-based business performance, aligned to and supporting executive leadership. 

As the company expands and evolves, it has a critical enabler helping guide decision-making: NetSuite Field Service Management. Time and labor savings are expected to continue compounding, and job profitability is expected to rise even further.