Case Study: Alcon achieves thousands of hours saved and transforms service into a profit center with ServiceMax

Alcon’s Vision for Steamlined Field Services with ServiceMax & ProntoForms

Alcon, a global leader in eye care serving more than 260 million people in 140+ countries, set out to transform its field service organization from a cost center into a profit center. The company needed a single, asset-centric platform to meet compliance, standardize and automate manual processes, improve service margins, enable remote diagnostics, and equip field engineers with tools to deliver consistent, high-quality service worldwide.

Alcon chose ServiceMax (Salesforce-based) and ProntoForms’ Advanced Forms, rolling the solution out globally to hundreds of field service engineers and support agents. The integration automated test procedures and data entry, simplified digital signatures and audits, and improved visibility into errors and tracking. Results included significant time savings—examples include ~11,000 hours/year from a streamlined work-order close process, 34,500+ hours/year from improved tracking, 900 hours/year from ServiceMax improvements, roughly 50 hours/month in admin savings from ProntoForms, a 70% reduction in required Surgery Codes fields, and a 15-minute per-case time saving for engineers—positioning Alcon to move toward predictive service with AI and IoT.

Alcon

Keith Olodort