Thanks to Resco, exclusive coffee distributor successfully keeps a steady 90% Service Level Agreement (SLA) average

Based in Barcelona, the company is an exclusive distributor of coffee in Spain and Andorra. It operates one of the most extensive store networks in its industry. The company is part of a larger corporate group with an international presence and great corporate tradition.

The organization currently has a team of over one thousand workers, including technicians, 70% of whom are in direct contact with in-home (IH) and out-of-home (OOH) customers.

Customer satisfaction is a top priority, and they consistently set benchmarks in their operations for others in the industry.

The company was looking for an alternative to its current app for their field service technicians. The solution should help them efficiently manage stock, keep track of used parts, and access their inventory from anywhere and at any time

Business challenge

Before implementing the Resco-based Field Service Mobile app, the company lacked a system for the technicians who visit customers.

One of the main challenges was including their suppliers in the new system so that external technicians could access the same resources as in-house technicians. All of this had to be done with pen and paper, which was impractical and not very time efficient.

Their technicians often work in zones with no internet connection, which is why first-class offline capability was an absolute must. They needed an app that would function indistinctly offline as well as online.

Solution

The coffee distributor’s technicians used the Resco-based app provided as part of Dynamics 365 Field Service to manage their work. However, after finding out the Field Service Mobile app would soon be discontinued, they had to determine what to do next.

After careful consideration, they opted to stick with the solution their technicians are familiar and content with. Together with their implementation partner they decided to implement Resco Field Service+ for Dynamics 365 to get the full mobile experience without limitations.

“We wanted to avoid the problems related to developing, testing, and training our technicians again in all the functionalities that we already had incorporated in the mobile app. Also, working offline was something that we couldn’t give up on.” — CRM Product Owner

The company decided to customize the app design so that it’s easier to use for their technicians. The transition was smooth and didn’t require intensive training – a short presentation about the new features was enough for the employees to learn the ropes.

The Field Service+ app is used for multiple groups of users. Call center agents create work orders in the Resco app, which they assign to technicians. Both in-house and external field technicians then use the app to manage their schedules and get notified about new work or urgent work orders that need to be solved on the same day.

Benefits

Increased customer and employee satisfaction

Thanks to Resco, the coffee distributor significantly reduced the use of paper. Instead of using paper, technicians can access customer and asset details, the entire warehouse inventory, and used parts on their mobile devices at all times. This increased both employee and customer satisfaction. Since adopting Resco, their customer satisfaction score has improved, and they are successfully maintaining a steady 90% Service Level Agreement (SLA) average.

One app for all purposes

There is no need to use multiple apps – in Resco, operators and managers can create work orders, manage and optimize the technicians’ schedules or track their location thanks to the Routes feature.

Access to all assets, even when offline

Industry-leading offline is one of Resco’s most valuable features for the coffee distributor. Their technicians often have to deal with connectivity problems at customer locations, which is why offline capabilities are vital for the company. Thanks to Resco, technicians can easily access all the necessary information, even in locations without an internet connection.