Activ’screen increases technician productivity

Thanks to Praxedo, we’ve realized significant productivity improvements in the way we manage our preventive service activities. As a result, in the first two months of this year, we are 10% above our monthly targets (…)

François d’Arundel, Director of Support and Installation, Activ’screen,
France.

Technicians equipped: 15
Industry: Retail

Tell us a bit about Activ’screen and its business …

Activ’screen, was founded in 2005. We specialize in point-of-sale digital marketing solutions such as digital screens, image walls, and interactive kiosks. In the last few years, we have experienced strong growth, which has allowed us to position ourselves as a major digital media player in the optician, ready-to-wear, banking and notary industries. If you go to an optician’s in France and see a beautiful screen, there’s a very good chance it’s one of our installations.
Activ’screen is a subsidiary of IVS Group, the global leader in electronic measurement solutions and interactive sales tools for opticians. IVS Group currently supplies equipment to more than 25,000 sales outlets in 96 countries and employs approximately 100 staff.

Why did you choose the Praxedo solution?

To simplify our operations

Initially, we used Google Calendar to schedule all of our technicians’ activities. This approach was adequate until we reached a certain size. Once we increased our numbers of field staff, it became much more complex to manage our service activities. As a result, we decided to look for a solution that could simplify the way we manage our data.

To connect our technicians with our CRM software

We evaluated several potential solutions before finally choosing the Praxedo solution. Several factors set the Praxedo solution apart from the other options, including its high level of functionality, the fact that it can be customized for our business operations, its user friendly interface, and its support for web services.
We have a proprietary customer relationship management (CRM) solution that contains a lot of information that is essential to our operations. With web services, all of the field data entered into the Praxedo solution is automatically integrated into our CRM solution. This allows us to streamline and simplify the way we manage our technicians’ activities.

Who uses the Praxedo solution and for which tasks?

Multiple purposes

At Activ’screen, the Praxedo platform is used by our planning department. The planning team uses the web interface and the mobile application to schedule the different types of service that our technicians provide to our customers: installations, repairs and preventive maintenance. In the field, our technicians use the mobile application to complete forms that are customized for each type of service activity.

Configuration flexibility

The flexibility of the configuration is the great strength of the Praxedo solution because it means the solution can be adapted for any requirements. For example, at Activ’screen, we use more than 20 different report formats depending on the type of service that our technicians are providing. These reports are very convenient for our technicians and they ensure that we capture and process all of the relevant information.

What are the main benefits of the Praxedo solution?

I would say the Praxedo solution provides both qualitative and quantitative benefits.

Better monitoring of service activities

In qualitative terms, we’ve seen better follow-up on service activities and better consistency in the way our service reports are completed. With the Praxedo solution, we’ve been able to create standardized report formats for the different types of service we offer and for specific customer requirements.
In addition, the fact that we’ve been able to move to electronic forms allows us to streamline the way we process the information in the reports. When we were using paper, technicians could misplace documents and up to 10% could be lost. These losses created problems and slowed down our business management and billing processes. Today, we have far better control over these aspects of the business. And our administrative team has peace of mind knowing they always have all of the service reports in hand.

The “nearby” feature in the mobile app also provides qualitative benefits because it allows to more easily manage our preventive maintenance activities. At the beginning of the year, we add the information for these activities into the system so each technician can integrate preventive maintenance tasks into their schedule based on their location. For example, if technicians finish their scheduled work early, they can take the opportunity to complete a preventive maintenance task that is located nearby before heading home.

Higher productivity for preventive maintenance tasks

Thanks to the Praxedo solution, we’ve significantly improved our productivity for preventive maintenance tasks. In the first two months of this year, we have exceeded our monthly targets for preventive maintenance tasks by 10% compared to last year.

Better ability to manage higher volumes of service calls

In terms of quantitative benefits, the Praxedo solution came along at just the right time for Activ’screen because it enabled us to better manage the very strong growth we were experiencing.
To give you an idea of the growth we’ve been dealing with, our requests for service doubled between 2015 and 2016. And the volume of requests doubled again between 2016 and 2017.
Without the Praxedo solution, this growth would have been extremely complicated to manage. But, we’ve been able to optimize management of our operations at a crucial time in the growth of our company.

How do you see the future of your collaboration with Praxedo?

Activ’screen has been a Praxedo customer since the end of 2015. And we’ve been making full use of the solution since January 2016. All of our technicians use the solution. They’re very happy with it and they’re comfortable using the software to complete their daily tasks. And we’ve been able to increase our productivity, particularly in the area of preventive maintenance.

Our next challenge is to optimize the way we use our CRM software by further integrating data from the Praxedo solution to improve our management of administrative tasks.

If you had to summarize the Praxedo solution in 2 words, what would they be?

It’s very difficult to choose only two words, so I’ll mention three: efficiency, mobility, and ease of use.

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