Case Study: Jacobs Douwe Egberts achieves 45% more completed service jobs per technician with Fusion5 and Resco Mobile CRM

Brewing up better service with Dynamics CRM and Resco Mobile

Jacobs Douwe Egberts (JDE) needed a faster, more efficient way to manage and service thousands of coffee machines across Australia and New Zealand, without keeping technicians tied up in the office. Working with Fusion5, JDE looked to enhance its existing Microsoft Dynamics CRM with a mobile solution that would help field staff receive job details, capture information on-site, and reduce paperwork.

Fusion5 implemented Resco Mobile CRM on top of Dynamics CRM, giving technicians offline mobile access to job information, scheduling, and customer/machine history, with automatic sync back to the office. The result was a major productivity gain, including an almost 45% increase in completed jobs per technician per day, along with better data quality and faster service delivery.

Jacobs Douwe Egberts

Daniel Hardcastle

General Manager