CASE STUDY
Dentalkart
India’s Largest Online Dental Equipment Marketplace Transformed its
Service Operations with FieldCircle
About the Company
With more than 35,000 products in 80+ categories of 125 brands and a delivery network that spans over 6000+ towns and cities, DentalKart stands tall as one of the largest online dental equipment marketplace in India. It is also engaged in providing installation and commissioning services for dental clinics.
Challenges
While the DentalKart’s online marketplace is digitally optimized for its business users and customers, the installation and commissioning services were mostly managed on paper. Managing paper documents was creating an administrative burden on their team, while distracting them from their core job. They were facing major challenges in the following area:
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1
Customer asset service
Keeping a track of service requests on assets was a tedious and error-prone task. Inability of service teams to store and retrieve documents instantaneously was increasing service resolution time.
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2
Order Inventory Management
While inventory arrangements were fully organized, implementation was a challenge. Tracking stock levels and order delivery statuses in real-time on paper was inefficient. Service teams were struggling to keep track of updated stocks and warehouse transfers from multiple locations.
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3
Warranty and AMC
Paper-based approach for warranty and AMC management was manually intensive for DentalKart. Besides, the approach was not helping them to capture cost-saving opportunities in the process.
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4
Jobs Scheduling Tracking
Scheduling the service teams for commissioning and installation for the clinic set-up was complex and time-consuming. Service managers had no tools to track the progress of the job in real-time, thus causing delay in taking next steps.
DentalKart approached FieldCircle to help them overcome these challenges and get tools to streamline their service operations and enhance productivity and efficiency of service teams.
FieldCircle Implementation
At FieldCircle, we created a dedicated team for DentalKart, including professionals with specialization in handling service operations for installation and commissioning service agencies. The team ran a collaborative process with DentalKart to analyze the service operations workflow and associated challenges to determine the best fit modules. Once finalized, we implemented the solution in three weeks to get the following results:
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Mobile-friendly service request management with unified view of entire process
Service managers can visualize and manage the entire service request management process from a single platform. Digitized service workflow to create and track work order statuses anytime from any device to take instant action on them.
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Quick and conflict-free scheduling
Digital, calendar based scheduling to prevent double-booking and overlapping. Full-capability provided to service managers to view and track schedule and live-location of the team members and send them reminders and notifications.
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Asset tracking optimization
Service teams can digitally manage warranty and AMCs with full visibility into upcoming renewals. Role-based authorization provided for service teams to view, upload, add, edit, and delete documents from any device.
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Simplified order and inventory planning
Teams can track updated information about stock levels and send alerts and notifications. Full capability provided to digitally record and manage items and price lists and warehouse transfers of orders on a single platform.