Reactive Product Servicing to Proactive Servicing with the right Asset Management solution
See how this manufacturer replaced the need for Asset 360 with a native Salesforce solution, straight from the experts - all at a reduced cost.
Products implemented:
Salesforce Field Service
Executive Summary
Industry: Manufacturing
Company Size: 30,000+ employees
Solution: Salesforce Field Service
NeuraFlash built a powerful, native asset management solution on the Salesforce Field Service platform for a global leading motor and component producer — replacing a costly third-party tool with a more capable, fully integrated field service management system. The result was complete visibility into customers and assets, a successful shift from reactive break-fix servicing to proactive field service management, and a field service management solution that directly drives upsell revenue, asset longevity, and customer satisfaction.
About the company
A United States-based Manufacturing organization with 2020 sales of $4 billion and 29,000 associates, provides industry-leading solutions for some of the biggest companies in the world, such as Amazon, UPS, and Anheuser Busch. As a leading producer of motors and related components, their products are used in hospitals, homes, and senior living facilities; industrial products that support food and beverage, and pharmaceutical production; and conveying equipment and components that help warehouses function.
They serve 9+ industries ranging from aerospace to mining, and offer a large suite of products including multiple types of bearings, couplings, industrial chains, smart solutions (smart condition monitoring system, smart tags etc.). In addition to this growing catalog of products, they offer their own set of services including custom gear work, coupling certifications, install, repair/rebuild services and more!
Known for consistently delivering reliable, high-quality products and exceptional field service support, this manufacturer selected Salesforce Field Service management software not just to manage their assets — but to better position themselves to fulfill their broader business purpose: delivering proactive, connected service that drives customer success.
The Challenge: Reactive Field Service Management and Fragmented Asset Visibility
Despite their scale and reputation, this manufacturer faced a critical gap in their field service management system: after the initial product sale, they had virtually no visibility into customer data vital for ongoing servicing. When customers called with product questions, inefficient documentation processes slowed field service support response times and reduced the total number of customers their team could assist each day.
The problem ran deeper than documentation. Their field service scheduling was entirely manual, requiring significant human effort to coordinate technician assignments, manage service appointments, and maintain any semblance of field service workflow efficiency. Most critically, the company was operating on a reactive servicing model — waiting for problems to be reported rather than identifying and addressing issues before they caused downtime. For a company whose products are used in critical environments — healthcare facilities, pharmaceutical plants, warehouse operations — reactive field service management wasn't just inefficient. It was a strategic liability.
The Solution: Salesforce Field Service Management:
Reactive Product Servicing to Proactive Servicing
NeuraFlash built a comprehensive, native Salesforce Field Service management solution that addressed every layer of the challenge — from field service data capture and asset visibility to automated field service scheduling and proactive maintenance execution.
Unified Asset Visibility Across the Field Service Management System
The foundation of the solution was a seamless, connected asset record system built within the Salesforce Field Service platform. For the first time, every employee — regardless of their role in selling or servicing a product — could access complete asset information from any device, including the Salesforce Field Service mobile app. Products are now tied directly to end users and tracked via serial number from the original point of sale through every subsequent field service interaction. This is field service inventory management and field service data capture working together at scale: a single source of truth that eliminates the guesswork that previously plagued every service call.
Automated Field Service Scheduling Powered by On-Site Sensor Data
NeuraFlash took the solution a significant step further by integrating automatic field service technician scheduling driven directly by on-site sensor reporting, real-time visualizations, and intelligent alerts. When sensor data indicates that an asset is approaching a threshold, the field service management software automatically triggers a service appointment.
This capability is the essence of proactive field service management: using real-time field service AI and field service automation software to catch problems early, reduce product-related downtime, and shift the organization's entire servicing model from reactive break-fix to intelligent, scheduled maintenance. The impact on customer satisfaction, revenue protection, and asset longevity has been significant — and measurable.
Mobile-First Field Service Data Capture for Upsell and Documentation
The enhanced field service management platform also transformed how field service technicians document their on-site work. Serial number tracking, categorization via on-site images, and streamlined mobile documentation tools built into the Salesforce Field Service mobile app give technicians everything they need to capture complete, accurate records at the point of service — without the friction and errors of manual data entry.
This mobile field service documentation capability doesn't just improve field service reporting quality. It also enables smoother upselling conversations: with complete asset history and service records at their fingertips, technicians can identify upgrade opportunities, surface relevant service contracts, and recommend next steps — turning every field service interaction into a potential revenue moment.
The Results: A Proactive, Connected Field Service Management Solution
By investing in a native Salesforce Field Service implementation with NeuraFlash, this global manufacturer achieved a complete transformation of their field service operations:
- Full asset visibility across 9+ industries — every asset tracked, tied to its end user, and accessible from any device through the Salesforce Field Service cloud
- Automated field service scheduling driven by sensor data — reducing manual coordination and enabling truly proactive field service management
- Reduced product downtime through early issue detection and intelligent field service automation
- Increased upsell revenue through seamless mobile field service documentation and in-field sales enablement
- Improved field service reporting accuracy and completeness through digital field service data capture
- Eliminated the need for Asset 360 — replacing a costly third-party tool with a more powerful, fully native Salesforce Field Service management solution at a reduced cost
Why NeuraFlash for Salesforce Field Service Implementation
NeuraFlash's expertise spanning point of sale to point of service gives us the tools, experience, and field service industry knowledge to implement field service management software solutions that unify multiple systems, processes, and teams — while successfully integrating field service AI and automation to deliver real, measurable business outcomes. We put the human experience at the center of every interaction, so field service companies can deliver exceptional service at every touchpoint.
When you're ready to move from reactive field service management to a proactive, connected field service management platform, contact NeuraFlash to start your digital transformation.
