ABB

Implementing process automation and automated knowledge surfacing to solve cases faster.

ABB is a Swiss-Swedish multinational company operating mainly in robotics, power, heavy electrical equipment, and automation technology industries in over 100 countries.
The Dutch office located in Delft is in charge of developing and supporting electric charging stations and electrical hardware.
ABB E-Mobility is a fast growing company with an installed based of over 100,000 chargers globally. As such, it required continuous support to cope with rapidly evolving service-related processes needs.

Challenge

Initially, ABB E-Mobility challenge was related to the absence of system administration support of their Salesforce Service Cloud Classic org. This resulted in a Salesforce instance that was not future proof and fit for scalability. Service Cloud was underutilized with processes not integrated and high degree of manual repetitive tasks. Low data quality led to weak performance measurements, for instance in the company’s inability to track SLAs. At the same time, custom developments performed over time by the company itself, made it increasingly challenging to administer the system.

The complexity of the business operations and integration with multiple business processes—related to for instance support tickets, documentation, partner relationship management, self-service, service contracts, asset and spare parts management—required a thorough re-conceptualization of the way the organization delivered service globally.

The Cloud Integrate Solution

ABB E-Mobility initially reached out to Cloud Integrate for system administration support. Acting as a trusted business and technology partner, the engagement led to the redesign and improvement of the whole service experience of ABB E-Mobility.

We conducted a thorough deep dive analysis of all business processes in scope and delivered and multi-cloud solution design. We defined a roadmap for development and deployment of the solutions prioritizing quick wins and high ROI impact. The MVP we delivered required a thorough re-design of business processes and tackled critical business challenges around case management, knowledge management, and SLA management.

Results

First of all, from a change management perspective, we advised ABB E-Mobility to shift the way of working with the definition of roles such as Process Owners and Product Owners. Departments that used to work in silos gained a clear picture of the interaction and integrated way of working.

The MVP increased operational efficiency and provided the ability the track data that was falling into cracks before. Case management process was streamlined and optimized with the implementation of process automations and automated knowledge surfacing to solve cases faster. SLA management was standardized with the ability to track SLA commitments at individual asset-level.

Moreover, case management was integrated with SLA management with the configuration of an automated escalation process based on time-based milestones. Automated warnings prompt case owners to take immediate actions on cases at risk of violations. Cases are automatically flagged and inserted in separate list views depending on milestones, so that users can quickly identify cases that are almost expiring and cases that incur into SLA violations.

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