We thought we were taking a bit of a risky decision three years ago, because we didn’t know you. But very honestly, the project was executed in record time, and there was no escalation that came to my desk — ever. That means it’s a flawless project execution. Also, no single complaint from the business.”
Company Profile
Founded in 1836, Schneider Electric is a global leader in energy technology and industrial automation, operating in over 100 countries. The company delivers integrated solutions that combine energy technologies, automation, and digital software to help organizations improve efficiency, reliability, and sustainability across buildings, infrastructure, industries, and data centers.
Industry
Manufacturing
Company Size
160K
HQ Location
France
Business Challenge
1. Unable to Meet the Demands of a Complex, Multi-Business Service Operation
Schneider Electric’s service operations in its Critical Power and Cooling (SPC) business were running on a combination of legacy platforms and in-house systems that had grown increasingly difficult to maintain and scale. The incumbent solutions lacked the flexibility to support the company’s multiple service lines — spanning field service, customer care, and dealer management — and could not accommodate the pace of evolving business requirements.
2. Manual Dispatch and Poor Mobile Experience Dragging Down Field Service Efficiency
Field service operations were heavily reliant on manual dispatch processes and offline workflows. Without intelligent, automated tools to assign work orders based on engineer skills, location, shift, and workload, dispatch coordinators faced constant inefficiencies — and engineers in the field struggled with a limited, cumbersome mobile experience.
3. Fragmented Systems Creating Blind Spots Across the Entire Service Lifecycle
Service data was fragmented across multiple disconnected systems — managing assets, contracts, spare parts, and billing in silos with no unified visibility. Customer-facing teams in the call center lacked a complete picture of service history and equipment status, slowing query resolution and undermining customer experience. Billing and settlement processes were manual and error-prone. With no single end-to-end view of the service lifecycle, managers had limited insight into costs, performance, or customer satisfaction.
Neocrm Solution
1. Agile, Low-Code Platform with Dedicated Local Implementation Support
Neocrm deployed its Field Service Cloud and Customer Service Cloud on a flexible, low-code platform purpose-built for complex enterprise environments. A dedicated local team worked directly alongside Schneider Electric’s internal teams to configure and iterate rapidly — without the delays and communication friction of offshore implementation. The platform was designed to accommodate Schneider Electric’s multiple service models (SPC field service, customer care, and dealer operations) within a single architecture, supporting 23 end-to-end SPC service processes and optimizing over 110 functional points. Going live in just 7 months, with operational acceptance achieved within 5 months, the implementation set a new benchmark for enterprise service transformation.
2. Intelligent Dispatch Engine and Mobile-First Field Service Experience
Neocrm introduced an intelligent dispatch console that automatically assigns service cases to the right engineer based on skill set, geographic location, shift schedule, and current workload — replacing manual coordination entirely. Field engineers gained a fully revamped mobile experience that supports standardized on-site workflows for installation, maintenance, and repair, with real-time service data capture directly in the field.
3. Unified Service Lifecycle Platform with Full System Integration
Neocrm built a unified Customer 360 and Equipment 360 architecture that brings the full service lifecycle into a single, transparent platform — from service sales and spare parts management to repair, refurbishment projects, and facility maintenance. An omni-channel service workbench consolidated inbound requests from call centers, public accounts, customer portals, and email, giving customer service agents instant access to complete service history and an integrated knowledge base. The platform was also integrated with SAP and five other systems, connecting assets, contracts, orders, spare parts, and logistics in real time — eliminating the data silos that had long obscured operational performance and cost transparency.
Result
The transformation at Schneider Electric has been both rapid and measurable. In under 12 months from project kick-off, Neocrm delivered a fully operational, enterprise-grade service platform covering 1,000+ users across field service, customer care, and dealer operations with case query efficiency increased by 300%, dispatch response timeliness improved by 250%, and settlement efficiency rose by 50%. Service processes that had previously relied on manual effort and disconnected tools now run automatically, with real-time visibility into every stage of the service lifecycle.
The impact goes well beyond efficiency metrics. With a unified Customer 360 and Equipment 360 view now in place, Schneider Electric’s service teams have complete visibility into asset history, contract status, and service costs at any given moment. Intelligent dispatch has eliminated the guesswork from workforce allocation, and field engineers are equipped with a mobile experience that supports them through every step of their on-site work. Customer satisfaction has improved meaningfully — and the dealer portal has given Schneider Electric’s channel partners a professional, self-service environment for accessing resources and submitting service requests efficiently.
The partnership’s success was recognized at the highest level when the Schneider Electric Global Digital Team visited Neocrm HQ in Beijing in November 2023.
