Predictive Field Service for Industrial Equipment Manufacturing
Manufacturing
What They Were Facing
Hamill manufactured and serviced industrial compressors and HVAC systems across 3,000+ commercial sites. Their field service operation relied on reactive maintenance — technicians were dispatched only after equipment failures, resulting in 40+ hours of average customer downtime per incident. Scheduling was manual, parts inventory was managed in standalone systems, and technicians lacked mobile access to service history, manuals, and parts availability.
How We Solved It
AQBEE implemented Service Cloud with Field Service Lightning for workforce scheduling, dispatching, and mobile work order management. IoT sensor data from connected equipment was streamed via AWS IoT Core and MuleSoft into Data Cloud, where Einstein Discovery models predicted component failures 2–4 weeks before they occurred. Predictive maintenance alerts automatically generated work orders in Service Cloud, scheduled the nearest qualified technician, and pre-ordered required parts from the inventory system. The Field Service mobile app provided technicians with offline-capable access to work orders, equipment history, knowledge articles, and AR-assisted repair guides. Salesforce CPQ was integrated for service contract quoting and renewal management.
The Impact
Customer equipment downtime dropped 67% as predictive maintenance identified failures before they occurred, shifting the model from reactive to proactive.
First-time fix rate improved from 68% to 94% through AI-driven parts prediction, technician skill matching, and mobile access to knowledge articles.
Service contract revenue grew by $8.4M annually as the predictive maintenance value proposition drove new contract sales and improved retention.
AI-optimised scheduling increased technician utilisation from 61% to 81%, handling 32% more work orders without additional headcount.
“AQBEE turned our field service from a cost centre into our biggest competitive advantage. When we can call a customer and say, 'We detected a compressor issue and we are sending a technician tomorrow with the right part' — that is a game changer. Our service contract close rate has nearly doubled since launch.”
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