For over 60 years, Ascendum has worked in the construction equipment industry, supplying customers with the equipment they need to rent or purchase and providing service and maintenance to those products. Since 2019, Ascendum has used Pulsar to customize the field service experience for greater efficiency.

Executive Summary

Ascendum field service technicians provide maintenance to industrial construction equipment in remote areas. They needed a mobile solution that would allow the technicians to process work orders while offline, including completing time sheets, work order line-item tasks, and accessing parts data. Additionally, Ascendum wanted field service technicians to use a familiar user interface to avoid the business disruptions that often come with extensive training on a new system. Pulsar customizations allowed them to provide the technicians with a custom user interface that matched the legacy system, which limited training time. Ascendum also customized Pulsar to generate service appointment reports that look like the company template. With Pulsar customizations, Ascendum was able to create a functional, familiar, and efficient field service workflow to improve its bottom line.

Challenges

    • Connectivity – Field service technicians are often in remote areas without an internet connection.
    • Transition without Disruption – Ascendum did not want to disrupt business while training personnel on a new system with a new user interface.
    • Ease of Use –They also wanted to make data readily available to field service technicians during a service appointment.
    • Reporting – Ascendum wanted service reports to use the company template.

How Pulsar Helped

Connectivity

Pulsar allows the technician to go offline to complete work order tasks. When they return online, the work order data uploads to Salesforce so the rest of the business can access the service appointment data.

Transition without Disruption

Ascendum employees were accustomed to using a legacy system. Ascendum customized the Pulsar user interface to look like the legacy system to avoid the time delays and the confusion of learning another system. Training time was reduced, and disruptions to the daily business workflow were minimized.

Ease of Use

Ascendum customized the service appointment screen to look like their legacy system. On the service appointment (SA) tab, an appointment can be found by browsing by date, and filtering the list by date, service appointment number, service order number, account, or status.

Figure 1 Ascendum Custom User Interface

Once a service technician selects a service appointment, there are tabs for each workflow section: General Info, List of Parts, Work, Expenses, Documentation, and Reports. Each tab was customized to look like the legacy system to avoid the need for extensive training.

The General Info tab shows general work order information, such as the equipment data, acquisition date, warranty, and contract information. This tab also indicates whether the user is online or offline.

Figure 2 Custom Service Appointment Screen – General Info

The List of Parts tab shows the list of service parts necessary and available. The service technician can enter the parts used during the visit.

Figure 3 Custom Service Appointment Screen – List of Parts

The Work tab shows the work order line-item tasks. Service technicians can add or remove work order tasks, record the start and end time for the work, and see the status of the work on this screen.

Figure 4 Custom Service Appointment Screen – Work

At the bottom of the screen on the Work tab, the service technician can enter internal comments about the service appointment, view comments about the client or machine, and request parts.

Figure 5 Custom Service Appointment Screen – Work Comment Area

The Expenses tab captures expenses related to the service appointment.

Figure 6 Custom Service Appointment Screen – Expenses

The Documentation tab collects documentation related to the service appointment. The service technician can upload diagnostic, technical, and case-related documents on this screen.

Figure 7 Custom Service Appointment Screen – Documentation

The Report tab allows the service technician to generate and view the service appointment report.

Figure 8 Custom Service Appointment Screen – Report

Timesheet Entry

The service technician clicks the Time Sheet tab from the home screen to enter the time related to various activity types. There is a calendar view that summarizes the timesheet data.

Figure 9 Timesheet Tab

Reporting Capabilities

Ascendum used Pulsar to customize the service appointment report to look like the approved company template. The report allows service technicians to collect client signatures and close the service visit.

Figure 10 Service Report

Results

By providing field service technicians with offline access to work order and parts data in a familiar user interface, Ascendum was able to improve service appointment efficiency while limiting disruptions to the business caused by training on a new system.  Better data leads to improved inventory management for more accurate and timely invoicing. Service technicians can quickly enter data and produce reports in a familiar format. With Pulsar, Ascendum improved the field service process and the bottom line.

  1. Connectivity – Completion of work orders offline.
  2. Transition without Disruption – Familiar user interface for work order data entry.
  3. Ease of Use – Easy browsing, search capabilities, and tabbed work order workflow.
  4. Reporting – Custom report formats to match the company template.