The pharmaceutical industry is characterised by its reliance on high-tech machinery and stringent regulatory requirements. Ensuring the smooth operation and maintenance of equipment is crucial for compliance and efficiency. A leading pharma company faced significant challenges in managing its factory operations, which were addressed through the implementation of ServiceNow Field Service Management (FSM).
The hurdles in pharma field service
The company encountered several operational hurdles that impeded its ability to maintain high standards of equipment management and compliance.
- Inefficient maintenance tracking – The company struggled with tracking the maintenance schedules of its high-tech machinery. Regulatory audits required precise records of when equipment was last serviced, but the existing system relied on cumbersome Excel files that were prone to errors and difficult to update.
- Lack of mobile accessibility – Field technicians, responsible for on-site maintenance, lacked a mobile solution to access necessary information. This limitation was particularly challenging as technicians often worked in environments where internet connectivity was unreliable, and carrying laptops was impractical.
- Coordination with contractors – The company frequently relied on external contractors for specialised maintenance tasks. Coordination with these contractors was inefficient, often involving manual communication methods like emails and phone calls, leading to delays and miscommunication.
Unlocking seamless field service with ServiceNow FSM
ServiceNow FSM provided a comprehensive solution to these challenges, streamlining operations and enhancing efficiency:
Automated maintenance scheduling
The platform enabled the company to maintain an up-to-date, automated schedule for equipment maintenance. This ensured that all machinery was serviced on time, with records easily accessible for regulatory audits. The system also facilitated proactive maintenance, automatically generating tasks for regular checks and repairs.
Mobile application for technicians
ServiceNow’s mobile app empowered field technicians with offline access to essential information. Technicians could view their tasks, update records, and access equipment details without needing an internet connection. This mobile capability significantly improved their efficiency and satisfaction.
Integrated contractor management
The platform integrated external contractors into the company’s field service management system. Contractors received similar tools as internal staff, allowing for seamless coordination and task management. The system also supported a bidding process for tasks, enabling the company to select contractors based on cost and expertise.
Seamless operations and measurable gains
The implementation of ServiceNow Field Service Management transformed the company’s factory operations. Automated maintenance scheduling ensured compliance with regulatory standards and reduced the risk of equipment downtime. The mobile app enhanced the productivity of field technicians, allowing them to perform their duties more effectively. Additionally, the integration of contractors streamlined communication and task management, resulting in faster response times and improved service quality.
Conclusion
Ultimately, ServiceNow Field Service Management has been a game-changer for the pharmaceutical company, directly solving their tricky operational issues and driving huge efficiency gains in their factories.
It shows the immense power of ServiceNow’s wider CRM capabilities, where FSM isn’t just a standalone tool but a crucial piece in delivering a seamless, end-to-end customer and operational journey. Looking ahead, as the industry keeps changing, banking on sophisticated, interconnected solutions like ServiceNow will be key for businesses to stay compliant and at the top of their operational game.
See how other pharmaceutical companies are also innovating their operations, specifically by leveraging the power of low-code solutions, as showcased in our success story with Bachem.
