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Medical Devices · Manufacturing & Service OPS

Service Tickets and Product Lifecycles Now Run in One Place, With 95% of Records Updating Automatically

A leading infusion pump manufacturer unified field service, reporting, and product lifecycle management on Salesforce as its product line kept expanding. Tiered ticketing, automated report delivery, and a bill-of-materials view now run together, 95% of records update automatically, and lifecycle work is delivered on time and to quality standards.

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95%Records updated automatically
99.8%Accuracy across roughly 1,150 monthly reports
90%Forecast accuracy for production planning

The Challenge

With product releases accelerating, service requests, installation reports, complaints, and service quotations all needed different access levels and consistent report generation. Each ran as a separate manual process. Research and development (R&D) had no single view from parts and cost through to finished goods, demand, and production planning, and no predictive view of what production would need. A device manufacturer growing this fast cannot afford service delays or a blind spot in production planning. Both put patient-facing equipment and margin at risk. Service teams were chasing tickets by hand while the people planning production had nothing to plan against. The fix had to cover service operations and product lifecycle together, not one or the other.

What We Did

We built tiered service and ticketing with five access levels. Service requests route and flag automatically, and urgent cases raise an alert. We then automated reporting so installation, complaint, and quotation reports generate and email themselves, at 99.8% accuracy. We connected product lifecycle to the same platform. It tracks cost, revision, and bill of materials from parts through to finished goods, and forecasts demand from historical data, so production planning reads from the same records as service, not a separate manual process.

The Solution

Automated service workflows, report generation, and a bill-of-materials view of every product now run on one platform, with demand forecasting built in. Five access levels decide who sees what. Reports go out on their own, and R&D sees demand before it hits the floor.

The Outcome

95% of records update automatically, with lifecycle delivered on time and to quality. Accuracy runs at 99.8% across roughly 1,150 reports generated every month. Production levels and demand align 98% of the time, and forecast accuracy for production planning sits at 90%. Reports that used to take manual effort to compile now go out automatically. Research and development can see demand before it hits the floor, and service tickets, reports, and product lifecycle data run through one predictive platform, keeping quality high as product volume grows.

Are service operations and product lifecycle data still tracked separately?

Noblq works through your sales and service process with you and builds it in Salesforce, from Configure Price Quote and field service to the integrations behind them. What we build is shaped to how you sell, and it belongs to you.

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