With over 85,000 of our paint tinting dispensers in the field and nearly 450 third-party field service engineers on the ground, managing aftermarket operations has posed a significant challenge for the Fast and Fluid Management (FFM) team in India.
India’s Digital team recently partnered with FFM-Asia Dispensing to develop digital tool to efficiently manage growing field service business demands.
Through their United Expertise, both teams designed a seamless, data-driven workflow that connects multiple stakeholders—customers, service partners, and over 450 on-contract field service engineers. This collaboration led to the creation of the Service Relationship Manager (SRM) tool, a digital platform that automates and streamlines aftermarket support.
Key Features of SRM:
- Automated Ticket Assignment: Service tickets are auto-assigned in seconds based on engineer location, reducing manual effort from 5–6 hours to mere moments.
- Real-Time Dashboards: Instant visibility into service performance and service level agreement (SLA) compliance.
- Integrated Reporting: Automatic generation of service reports and KPI tracking for customer satisfaction.
- Partner & Team Management: Monitor third-party service partners, track digital attendance, and measure team performance.
- Data-Driven Decisions: Secure data insights enable smarter business strategies.
The Impact
- Delivered an intuitive user experience with digital ticket access and real-time Key Performance Indicator (KPI) reporting.
- Reduced ticket assignment time from hours to seconds through automation.
- Enabled real-time monitoring of service partners and field engineers.
- Empowered business decisions with secure, data-driven insights.
What started as a challenge – managing aftermarket support for 85,000 dispensers and hundreds of engineers – became an opportunity to collaborate with extended colleagues. Together, the Dispensing Service team and India’s Digital team created Service Relationship Manager (SRM), a solution that redefines how they deliver service: faster, smarter, and always customer-first.