Case Study: Alcon achieves thousands of annual hours saved and streamlined field service operations with TrueContext

Alcon’s Vision for Streamlined Field Services with ServiceMax & TrueContext

Alcon sought to transform its service organization from a cost center into a profit center by centralizing and standardizing field service processes, improving margins, and enabling remote diagnostics. Prior to working with TrueContext, Alcon relied on version-prone smart PDFs and time-consuming manual tasks (digital signatures, attaching forms to cases), which caused errors, inefficiencies and audit friction.

TrueContext’s Advanced Forms automated the correct test procedures, auto-loaded required test tools, and tied forms to cases to create an end-to-end automated work order process. The solution delivered measurable results: roughly 11,000 hours/year saved by streamlining FSE close processes, 1,500+ hours/year saved through improved tracking, a 15-minute per-case engineer time reduction (plus ~1 minute per case from a 70% cut in Surgery Codes fields), and about 50 hours/month of admin reduction within six months—improving compliance and enabling Alcon to move toward AI/IoT-driven predictive service.

Alcon

Keith Olodort

Global Systems Deployment Lead