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SimplexGrinnell wanted to maintain support for the company's Customer Relationship Management (CRM) applications to facilitate field service support to customers and optimize field service technician dispatching and scheduling abilities to improve service efficiency. The challenge was to accelerate data access and entry by improving the user-friendliness of the company's CRM applications and ensure consistent system performance and expand functionality to meet the needs of company field technicians and call center staff. SimplexGrinnell upgraded to Oracle E-Business Suite Release 12 to provide continued support, consistent system performance, and expanded field service capabilities and eliminated manual and duplicate data entry via customized user interfaces to reduce entry of service requests by 30 seconds while dispatchers talked with customers.
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