Field Service Automation System Provides Consistent Service Experience At ARX

Providing consistency and uniformity across a widely distributed field service force can be challenging under the best of circumstances. Doing so when your technicians are spread across multiple countries amplifies that challenge exponentially.

For ARX, the UK’s leading provider of pharmacy automation solutions, the decision to invest in a new field service automation system was driven by their desire to not only provide a consistent service experience across its divisions, but also to better measure performance and develop best practices for its technician force.

ARX isn’t just a service organization; they are a value-added reseller for pharmacy automation products from leader manufacturers CareFusion and VideoSystem, and offer a full range of services including selling the product, providing warranty service, managing implementation projects at customer sites, and putting the systems into service.

The company employs 70 service engineers in Europe. While the service organizations in some territories employed automated field service solutions, others used paper-based processes. None of these systems were integrated, service and billing processes varied by location, and it was impossible for ARX to measure its organization-wide performance.

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