HCLSoftware, a global leader in enterprise software, has announced the formal introduction and rebranding of HCLSoftware Quest Field Service Management (FSM), a cutting-edge solution designed to empower frontline workforces and solve critical real-world operational challenges across diverse industries, including the demanding mining and construction sectors worldwide.
About HCLSoftware and the Aftermarket Cloud Offering
HCLSoftware is the enterprise software division of HCL, a global technology company. HCLSoftware empowers businesses with innovative software solutions across various domains, including total experience, business and industry applications, AI and intelligent operations, cybersecurity, data and analytics, and sovereign collaboration HCLSoftware’s HCL Aftermarket Cloud is an aftermarket-led growth platform that offers a comprehensive suite of solutions. These include field service management for precision scheduling of repairs and maintenance, a dealer management system, commerce for manufacturing to capture the parts market, remanufacturing capabilities, service Management, a digital catalogue, and various aftermarket specialty apps. This holistic offering provides end-to-end visibility across the value chain and is engineered to equip organisations with the essential information, tools, and spare parts needed to resolve customer issues right the first time, significantly increasing utilisation.
Introducing HCLSoftware Quest Field Service Management:
Solving global challenges, HCLSoftware Quest FSM, built upon the powerful HCL TX Platform, transforms manual, disconnected work into secure, intelligent experiences, simplifying tasks, boosting engagement, and enhancing safety for frontline teams. It is a holistic solution that addresses the complex challenges faced by asset-centric industries, where ineffective tracking of field engineers, inconsistent practices, and low customer satisfaction are prevalent.
Historically, companies have grappled with issues such as:
- Manual validation of service requests and ineffective tracking of work orders
- Field engineers handling over 26,000 direct customer calls monthly without proper record-keeping, leading to reduced productivity
- Incomplete information on staff location and service status, hindering customer inquiries
- Low billed hours and under-utilised equipment, with machines often sitting idle
HCLSoftware Quest FSM directly tackles these problems, delivering transformative results by enabling:
| Challenge Faced in the Industry | Outcome Achieved with HCLSoftware Quest FSM |
| Manual processes and ineffective tracking of service requests and field engineers | 100 per cent utilisation of field engineer resources and end-to-end tracking of field service workflows |
| Excessive direct customer calls to field engineers, leading to low productivity and unrecorded actions | 72 per cent reduction in direct customer calls to field engineers |
| Low utilisation of onsite machines (e.g., ~36.5 per cent or 8.8 hours/day). | 125 per cemt improvement in onsite machine utilisation (increasing average usage to 19.6 hours/day). |
| Low customer satisfaction scores (e.g., only 28 per cent rating service above 4/5). | 98per cent improved customer satisfaction score (now 98 per cent of customers rate satisfaction above 4/5). |
| Fragmented tools, siloed systems, and inconsistent practices | Real-time synchronisation across apps, devices, and core systems (ERP, WMS), providing a centralised help desk and mobile apps for all stakeholders |
| High operational costs, ‘goodwill service’ (free jobs), and repeat visits. | Up to 45 per cent reduction in field operation costs, up to 20 per cent reduction in repeat visits and labor costs, and 90 per cent reduction in ‘goodwill service’. |
| Low first-time fix rates and reactive maintenance | 25 per cent increase in first-time fixes, along with proactive recommendations for parts and service, enabling predictive maintenance |
This comprehensive solution digitises workflows, provides AI-powered multi-experience apps for offline use, and delivers real-time data, ensuring frontline teams are empowered to deliver exceptional service and drive digital growth.
A large global mining company yielded a 57 per cent increase in service revenue, 98 per cent of customers rated themselves as ‘very satisfied’, 72 per cent reduction in direct customer calls to field engineers, and 125 per cent improvement in onsite machine utilisation.
The company’s CIO said: “Thanks to the Field Service Management capability of the HCL Aftermarket Cloud, we achieved 100 per cent utilisation of field engineer resources and gained strategic focus on revenue realisation.” (Read the case study)
HCLSoftware’s Regional Sales Director, Gautam Ahuja, said: “With HCLSoftware Quest Field Service Management, we are not just offering a solution; we are enabling a fundamental shift in how organisations manage their most critical frontline operations.
“This platform empowers businesses to turn challenges into opportunities for growth and excellence, ensuring that every service interaction drives value.”
Ready to transform your field service operations? HCLSoftware Quest Field Service Management is available now to empower frontline workforces and drive digital growth journeys.
Visit HCLSoftware at stand S27 at AIMEX. Register to attend here: aimex.com.au/attend/