Patterson Service was inefficient at managing service orders in the old SAP CRM system. The system worked on VPN and frequently faced connectivity issues. The list of unresolved orders grew, resulting in customer dissatisfaction. This impacted business financially. Service technicians needed a mobile system they could update from anywhere, anytime.Mindset embarked on creating a new SAP Fiori-based system using SAP Business Technology Platform (BTP). This mobile system had an interface with minimal clicks and was user-friendly. Within a year, Patterson witnessed a 80.7% increase in same-day order confirmations, a 33.5% increase in one-call resolutions, and a 15.2% increase in accurate equipment record selection.
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