Case Studies
Building a Scalable Field Service Operation Through Custom Technology
- 10+ ZOUMA Delivery Team
- 15,000 Service Engineers Supported
- 50,000 Service Requests Per Month
- 9 Months Project to Go-Live
Building Scalable Operations Beyond Borders
Explore how ZOUMA helped Incorporatewear strengthen its UK workwear and PPE operations by building a 46+ person offshore team across customer support, finance, procurement and IT. The engagement combined dedicated expertise, structured governance and technology-enabled processes to create greater operational capacity and support continued growth.
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The Challenge
LG Electronics India's nationwide after-sales service network needed a more connected, structured way to manage high-volume field operations. With thousands of engineers handling installations and repairs, fragmented workflows and manual processes made it challenging to coordinate service activities, maintain data consistency and gain clear operational visibility.
- Scale Coordinating a large field engineering workforce required greater structure, consistency and visibility across daily service operations as volumes continued to grow.
- Allocation Manual service request handling made job assignment and routing more complex, increasing coordination effort for engineers and activities.
- Expenses Travel claims, bookings and related administrative activities involved multiple manual steps, increasing processing effort and making them harder to manage.
- Workflows Several service activities ran across separate processes, making it harder to maintain a unified workflow & smooth coordination across operational activities.
- Visibility Disconnected service information limited real-time visibility for corporate teams and created additional effort when aligning field data with ERP systems.
The Solution
ZOUMA developed the LG Engineer App, a connected field service platform that brought engineers, corporate teams and core service processes into one ecosystem. Combining a mobile app, web-based administration portal, ERP integration and reporting capabilities, the solution helped create a more structured and scalable approach to nationwide service management.
- Scheduling Rule-based ticket assignment streamlined service requests, improving job allocation while reducing manual coordination.
- Routing Distance-based routing assigned each request to the nearest available engineer, reducing the manual effort in day-to-day allocation.
- Claims Automated distance calculations simplified travel and expense processing while reducing manual verification.
- Workflows Structured digital workflows improved consistency and control across bookings, discounts and approvals.
- Integration ERP connectivity, centralised administration and reporting provided clearer visibility into service activities and performance.
The Outcome
The LG Engineer App created a more connected and efficient foundation for managing LG Electronics India's nationwide field service operations. By bringing service allocation, engineer activity, claims, bookings, administration and ERP data into a unified ecosystem, the platform reduced manual effort, improved operational control and gave teams greater visibility across the service lifecycle.
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