Optimized service process and resource optimization from A-Z

Kemp & Lauritzen is seeking a digital planning solution for their mobile technicians across the country. The solution should simplify and optimize workflows as well as improve coordination between project managers and field technicians. In addition, the company is looking for a tool to support resource optimization.

Context& have delivered a solution that helps Kemp & Lauritzen to optimize the service workflow from A-Z and, moving forward, solve more planning tasks smarter based on Microsoft Dynamics 365 Field Service.

Task managers are in control from the start, where they can create work orders or have the system create them automatically through service agreements from which the frequency of service is controlled. Flexibility in scheduling or self-management for technicians was essential in the design of the solution.

It requires a good overview to navigate a landscape characterized by many professional disciplines and customer promises on different scales while always having an eye for the best solution possible.

Kemp & Lauritzen’s previous setup involved handheld scanners with many manual and analog steps. With the new Field Service solution and the Resco app on Microsoft Surface Go devices, technicians get an optimized workflow with a vastly reduced number of steps.

With the Resco app, Kemp & Lauritzen get a flexibility in everyday life and a future-proof digital setup building on Microsoft’s ideology of no-code-low-code platforms. This technical solution is sustainable due to:

• Flexibility in UI and logic

• Stronger offline and visual control – so the field technician can act under any circumstances

• Focus on reporting and quality assurance

With the Resco app, Kemp & Lauritzen’s technicians can access more information in one place, making their working days much more efficient. More specifically, the technicians at the place of service execution can access and complete their work orders through the Resco app, including viewing and adding information about the customer’s facilities, registering products used for the task, registering hours, and adding and filling in the necessary legal forms, which may be required in connection with installations, and, thus, supporting the company’s compliance with applicable legislation.

As part of Kemp & Lauritzen’s Field Service solution, Context& has also developed a messaging service on the cloud computing platform Microsoft Azure to ensure the integration between Field Service, Navision, and Azure Active Directory. This centralizes and controls user creation, role management, and billing foundation, to mention just a few of the benefits. Over time, a Power BI solution will also be integrated to ensure clear, interactive, and action-oriented reporting across the system landscape.

Specifically, Kemp & Lauritzen now have an optimized service process and resource optimization from A-Z, and, eventually, they will be able to solve more scheduling tasks smarter in the interaction between task managers and technicians built on Microsoft Dynamics 365 Field Service:

”The collaboration with Context& has helped us clarify the right IT strategy for us. We got an optimized service process based on the collaboration to map basic workflows in our product and organization. We minimized our manual processes on a standard Field Service solution with standard Microsoft adaptations.”

- Steen Nielsen, CIO / IT Manager at Kemp & Lauritzen