Optronica chooses Eqeep and IFS Field Service Management to optimize its service operations
Optronica Service BV needed a clearer way to coordinate service for ophthalmic equipment, including lasers, microscopes and diagnostic devices.
The company provided maintenance, installation, IT support, training and advice to healthcare organisations in the Netherlands. This story concerns an earlier standalone IFS Field Service Management (FSM) project, including an integration with AFAS. It does not describe an IFS Cloud implementation.
What did Optronica need to change?
Healthcare organisations needed reliable maintenance and clear records for their medical equipment. Optronica’s service processes had to support those expectations.
Customers also faced budget constraints. Optronica needed to organise its service work efficiently while meeting agreed requirements.
As the business grew, Optronica looked for a system that could connect contracts, planning and field work. Its choice needed to support both technicians’ daily tasks and the service organisation’s development.
What did the service team need from FSM?
Monitoring agreed service levels, coordinating schedules and managing service contracts were central requirements. Technicians also needed a mobile application for work on site.
The system had to track work against individual pieces of serialised equipment. Optronica wanted that structure to support its existing services and further growth.
Optronica selected FSM for its service functionality and configurable business rules. The published account describes a system that could be adapted to the required workflows.
Eqeep supported the design and setup as implementation partner. Its consultants worked with Optronica on how the service processes would operate in FSM.
What did the implementation deliver?
The implementation covered contracts, customer records, scheduling and dispatch, preventive maintenance and repairs. It also included stock management and mobile work on Android and Windows. FSM Connect linked the system to AFAS enterprise resource planning (ERP).
According to the published story, implementation, migration and AFAS integration took about four months. Optronica’s requirements were met through standard configuration, without customisation. The team also reorganised how clients, contracts and assets were represented in the system.
Eqeep’s service-industry experience informed the design. Consultants helped Optronica translate its workflows into the FSM setup, giving the business a way to organise related service activities.
The account reports that employees became familiar with the interface quickly and that FSM automated activities previously handled manually. It also reports business growth without additional headcount.
Optronica gained more insight into individual technicians’ work in the field. Customers received reports automatically after completed jobs, a change the account describes positively.
How did Optronica and Eqeep work together?
Eqeep managed the implementation and brought experience from other service organisations to the design discussions. That experience helped the teams work through Optronica’s processes.
An Eqeep project manager guided Optronica through the project stages and coordinated the assigned Eqeep team.
The story also describes support from other Eqeep colleagues during implementation and after go-live. Their involvement continued as Optronica raised further requests.
Which developments were being considered?
At the time of the account, Optronica planned to extend its use of FSM. The proposed work focused on technicians’ tasks and customers’ requests for reports and documentation.
FSM surveys were identified as an initial step. The proposed solutions functionality would give technicians access to the history of possible responses to service issues.
Eqeep’s consultants could share workflow examples from other FSM implementations as those plans developed. The original account does not establish whether these proposed additions were completed.
