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Sterra is a pioneering Singaporean brand on a mission to enhance everyday life with innovative wellness products designed for the modern world. Known for its cutting-edge home tech solutions, the brand offers a range of products such as air purifiers, water purifiers, dehumidifiers, vacuum cleaners and ergonomic massage chairs, combining advanced technology with sleek, minimalist design. Sterra is not only dedicated to improving the quality of life at home but also strives to create healthier, more efficient workplaces. By partnering with businesses, Sterra brings wellness solutions into offices, transforming them into environments that foster both physical and mental well-being.
Despite their forward-thinking approach to wellness, Sterra faced several operational challenges that hindered their ability to scale and manage their field service operations effectively. These challenges became increasingly evident as the business expanded, making it difficult to maintain the level of efficiency and service quality their customers had come to expect.
Sterra struggled to track the progress of each service request and the outcome of every job. Their reliance on spreadsheets and manual updates created a significant gap in visibility. This lack of real-time data meant that decision-making was delayed and often based on outdated or incomplete information. As a result, they faced challenges in understanding job completion status, which impacted customer satisfaction and internal reporting.
The company’s reliance on spreadsheets and paper-based systems to manage field service operations was time-consuming and error-prone. Manual entry led to data inconsistencies, missed updates and a general lack of visibility into daily operations. These outdated processes made it difficult for Sterra to keep up with customer demands and manage resources effectively.
Additionally, each manual task required significant human effort, which led to inefficiencies and increased the chance of mistakes or missed tasks.
Sterra’s technician management was cumbersome, with no efficient method for tracking the technicians on-site. There was no easy way to monitor technician locations, job completion times or performance metrics in real-time.
This lack of visibility created operational bottlenecks. It also made it harder to manage scheduling and ensure that technicians were assigned to the right jobs at the right time, leading to delays and confusion.
One of the major concerns was the inaccuracy in tracking technician mileage. With manual logging of travel distances, Sterra found it difficult to ensure accurate mileage claims and reimbursements. This not only led to potential overpayment but also impacted overall cost management and resource allocation.
Sterra turned to FieldEx for a comprehensive solution to address their field service operation challenges. FieldEx’s suite of tools provided the automation, real-time tracking and efficient technician management that Sterra needed to optimize their workflows. Here's how FieldEx empowered Sterra to overcome their obstacles:
FieldEx enables instant updates on job statuses, technician activities and customer feedback, removing the need for manual spreadsheet updates. Thanks to real-time job tracking, Sterra could now track the progress and outcomes of each job instantly, ensuring quicker decision-making and improved customer satisfaction.
FieldEx provides full visibility into technician locations with check-in/check-out features and GPS tracking. ‘Smart assignment’ pairs up the most suitable field agents with specific tasks based on skillsets, availability and proximity. This enabled optimized job assignments, real-time progress tracking and efficient resource management. Not only did this reduce delays, but it also contributed to smoother operations and improved service delivery.
FieldEx helped Sterra ensure accurate mileage tracking through automatic tracking of technician routes. The GPS functionality recorded travel distances in real time, eliminating the errors associated with manual mileage logging and enabling precise mileage claims and reimbursements. This, coupled with route optimization, directly led to a 50% reduction in mileage claim costs.
FieldEx automated critical processes, such as job order creation, technician assignments and progress reporting, saving Sterra significant time. What once took hours of manual input was now completed with a single click, ensuring smoother operations. This significant change (from manual to automated) freed up resources for other critical tasks and enhanced overall operational efficiency.
"Overall, FieldEx is a great tool for field service operations. It saves time and helps reduce operating costs.”
Sterra’s partnership with FieldEx marked a turning point in their field service operations. By addressing critical challenges such as manual processes, ineffective technician management and inaccurate mileage tracking, FieldEx provided a comprehensive solution that empowered Sterra to streamline their workflows and improve efficiency.
With real-time job tracking, automation of repetitive tasks and optimized technician management, Sterra experienced tangible benefits, including a 50% reduction in mileage costs and a 55% boost in operational efficiency. These advancements not only reduced overhead but also enabled Sterra to focus on their core mission of delivering innovative wellness products and transforming workplaces into healthier, more productive environments.
As Sterra continues its journey of innovation and expansion, FieldEx remains a trusted partner, ensuring their operations run seamlessly and efficiently. With a foundation built on streamlined processes and real-time insights, Sterra is well-positioned to scale new heights while maintaining the exceptional quality and service their customers rely on.
