Big & unstructured data:  Field service & warranty analytics

Client Background

  • U.S. based financial self-service, security and services corporation engaged primarily in the manufacture, installation and service of ATM’s, financial software and electronic security products
  • $2B in revenue and 17,000 employees

Business Challenge

  • High product service and warranty costs
  • Business mandate to look into predictive maintenance and servicing
  • Untapped opportunities to improve efficiency of product service staff through better use of analytics

The Baker Tilly Approach

  • Worked with business management to develop a Field Service Management Analytics Application which delivered the ability to manage field service staff more efficiently and improved customer service processes.
  • Integrated search and discovery interface for service call notes, tech notes, call center notes, machine data and financial information.
  • The application was integrated with service operational systems enabling further analysis into operating information available outside of the core analytics platform.

Business Impact

  • Improved coordination of field service engineers through coordination of tech notes, machine diagnostics and geospatial data.
  • Improved root cause analysis.
  • Laid a foundation for predictive maintenance and servicing.
  • Initial feedback from client included, "I’ve never been able to access this much information from one place before."

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