How Design to production cut on-site response processes in Half and reduced incident resolution Times by 50% with Servicely
In this case study, we take a look at how Design to Production implemented Servicely to power their customer service and field services processes to deliver faster, more efficient service to their customers.
About Design to Production
Design to Production (D2P) are leading Australian digital signage designers and manufacturers, focussed on elevating the built environment and customer experience through innovative digital signage, interactive wayfinding kiosks, and custom-built solutions.
The Challenge
In 2024, D2P connected with Servicely seeking a partner to elevate their service management in response to an expanding breadth of services and increasing complexity of delivering great service experiences to their customers.
As a leader in digital signage, D2P has thousands of assets across their widespread customer base that require management. From straightforward signage screens displaying in-store advertising to touch-screen way finders, and completely bespoke solutions such as their Skittles vending machines. D2P provide a range of services for each asset, including design, assembly, Installation, network management, hardware breakdowns, warranty replacements, relocation and more.
D2P relied heavily on email to manage customer projects and services, resulting in information overload for the support team, delayed response times, and no way to measure performance or track service-level agreements (SLAs). Without a centralised system to manage and track service tickets, D2P struggled with visibility over the status of jobs, and communications related to specific jobs and keep customers informed.
This was made more complex as much of their on-site field service was carried out by contracted partner technicians. Installations and service calls are assigned to partners based on location, and without robust asset management in place, this process has become quite manual. Without their ticket data in a reportable format, D2P also could not properly assess the performance of each partner and know when they were missing SLAs.
The Solution
Over just five weeks from the first workshop until going live, Servicely worked with D2P to configure and deploy our service management platform. Utilising Servicely’s adaptable platform, we worked with D2P to configure the field service, customer service management (CSM) and IT asset management (ITAM) solutions that could handle D2P’s service requirements.
The first step was to establish robust asset management to ensure D2P could easily link tickets to specific assets, monitor assets for recurring issues, and track the warranty status of assets to inform the warranty claims process. The ITAM solution was configured to capture all necessary data points across 7 unique asset types and give D2P the ability to report on problematic assets and those outside warranty.
Servicely then configured a hybrid field service and customer service module to provide D2P with a single system of record to manage the entire service process. Tickets are automatically created from new email requests, with all communications between D2P, the customer and their partner technicians recorded and actionable on the ticket. As they’re created, tickets are linked with the correct asset, enabling the agent to assign to a local partner without navigating to any other records. Once assigned to a partner, a notification is automatically sent to the accounts team to create a purchase order for the contractor job.
With centralised service data, D2P can easily create a suite of reports and dashboards to analyse service performance, monitor partner adherence to SLAs, and identify assets and locations that require the most service. This access to information is invaluable for D2Ps customer and partner review meetings, providing accurate metrics on their service.
The Results
Moving their service management into Servicely has been transformative for the team at D2P. Not only do they now have complete visibility of the service tickets and assets in the field, but they’ve also been able to improve ticket resolution time drastically and improve overall operational efficiency.
Throughout the implementation process, Servicely’s consultants worked with D2P to map out new processes for handling their tickets, taking time to streamline any inefficiencies and automate repeatable steps. This has enabled D2P's service team to focus on driving increased service performance rather than being bogged down in tedious manual work.
Visibility over all assets and tickets in a single system of record has given D2P the power to pinpoint assets that are problematic and may require replacement, as well as having the performance data to hold partners to account. Communications are now quick and directly linked to a ticket, allowing the D2P team to have continual visibility over it’s status.
As D2P continue to grow, they now have a future-proof platform that can scale with them, positioning D2P to meet their customers’ needs and expand their service offerings for years to come. With access to a wealth of data, D2P will be able to home in on areas of their service where improvement will deliver the most impact and look to use Servicely’s AI virtual agent for customer self-service.
“We couldn’t be happier with the platform and service from the team at Servicely. We’ve had amazing feedback on our service from our customers, our partners are loving the tighter communication, and our support team are having a much easier time managing their workload. We came to Servicely to support the growth of our managed services, and they’ve given us the ability to respond faster, make data-driven decisions, and continue to grow as specialists in digital signage network operations.”
- Josh Day
Director of Digital Assets, D2P
Key Stats
halved
The process for facilitating on-site response
50%
Reduction in incident resolution times
2,000+
Assets managed and serviced by D2P
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