Digital Transformation of Field Service, Sales & AMC Operations

Digital Transformation of Field Service, Sales & AMC Operations

Industrial Equipment Manufacturer — IMU Division
Client: Kusters Engineering India Pvt. Ltd.

Overview

Kusters Engineering operates a nationwide service and sales ecosystem supporting banking infrastructure and OEM installations. Thousands of machines are deployed across bank branches and industrial customer sites, serviced by a large field engineering workforce and supported by multi-level operational and financial teams.

Encriss Technologies was engaged to design and implement a unified digital automation platform to manage:

• Pre-sales and sales operations
• Field service and preventive maintenance
• AMC lifecycle and billing
• Inventory and spares
• HR and workforce processes
• Compliance and audit documentation

All tightly integrated with SAP as the financial system of record.

Business Challenges

Prior to automation, the organization faced multiple operational and financial risks:

• Low visibility into field operations, service SLAs, and engineer productivity
• Revenue leakage in AMC renewals, billable services, and spare part invoicing
• Heavy dependence on manual annexures, spreadsheets, emails, and physical documents
• Disconnected operational and financial systems causing reconciliation delays
• High compliance and audit risk due to fragmented service documentation
• Poor mobile enablement for service engineers and sales teams

These issues limited scalability and increased operational cost.

Project Objectives

The transformation program was designed to:

• Enhance service engineer experience through mobile-first workflows
• Automate operational processes to reduce manual effort and errors
• Improve transparency and accountability across all business functions
• Ensure financial and contractual integrity through SAP integration
• Enable scalable onboarding of new OEMs, banks, and geographic regions

Solution Delivered by Encriss

Encriss designed and delivered an enterprise-grade, role-based automation platform consisting of:

• A centralized web portal for management and operations
• An Android mobile application for field engineers and sales teams
• BPMN-based workflow orchestration across all departments
• Deep SAP financial integration

The platform digitally connected operational workflows with financial posting and compliance controls.

Key Solution Components

Field Service Automation

• Preventive maintenance, breakdown, inspection, standby and billable calls
• Geo-tagged machines and service locations
• Scheduling, escalation and SLA monitoring
• Spare dependency tracking
• Digital service report submission from mobile devices

OCR-Based Service Report Digitization

• Automated recognition of scanned hard-copy service reports
• Discrepancy detection between physical and digital records
• Compliance tracking at Head Office
• Audit-ready document repositories

AMC Lifecycle Automation

• Centralized AMC management across branches and OEMs
• Digital annexure generation and approvals
• Auto SAP invoice creation
• Policy-driven service suspension for unpaid contracts

Sales Automation

• Lead capture from multiple channels
• CRM pipeline management
• Quotation workflows and price approvals
• Incentive calculations
• Installation scheduling

HR & Workforce Automation

• Recruitment and onboarding
• Training management
• Attendance and leave workflows
• Incentives and variable pay
• Full and final settlement with digital approvals

Inventory & Spares Management

• Spare planning and bin management
• Dispatch and defective part return
• Repair cycles and warehouse coordination
• Tight integration with service workflows

SAP Integration Layer

• Master data synchronization
• Invoice generation and PI creation
• Payment status updates
• Financial posting integrity

Technology & Automation Stack

• Web portal for management, operations, HR, finance and OEM coordination
• Android mobile app for field engineers and sales teams
• Java-based backend services
• BPMN workflow orchestration engine
• AI-powered OCR for service documentation processing
• Secure role-based access control for 20+ enterprise user roles
• Bidirectional integration with SAP

This ensured operational workflows and financial controls remained tightly aligned.

Hardware & Semiconductor Enablement

The platform manages service lifecycles for industrial machines containing:

• Mechanical assemblies
• Embedded controllers
• Sensor-driven subsystems

Machine-level service histories and spare-to-machine traceability establish a foundation for:

• IoT-based telemetry ingestion
• Edge AI-based predictive maintenance
• Semiconductor-enabled inspection and monitoring systems

This aligns with Encriss Devices’ hardware roadmap for sensor-integrated industrial automation solutions.

Business Impact

Post-deployment, the organization achieved:

• 40–60% reduction in manual service coordination and call tracking effort
• Significant improvement in SLA compliance and response visibility
• Faster AMC billing cycles and reduced revenue leakage
• Improved audit readiness through centralized digital documentation
• Higher engineer utilization and improved workforce morale
• Scalable operations across banks, OEMs and new geographies

Strategic Value for the Client

The automation platform transformed Kusters from a manually coordinated service organization into a digitally governed, process-driven enterprise capable of scaling service operations while maintaining:

• Compliance
• Profitability
• Customer satisfaction

Why This Matters for Encriss Technologies

This engagement demonstrates Encriss’ capability to deliver:

• Deep enterprise automation across operational, financial and compliance domains
• Seamless integration with legacy ERP systems like SAP
• Scalable platforms for asset-intensive, field-driven industries

It reinforces Encriss as a systems engineering and automation partner combining:

Technology + Automation + Semiconductor-aware hardware ecosystems

— enabling both digital and physical-world operational transformation.