Asset listing with serial numbers, site IDs and account names — warranty status auto-calculated from purchase and installation date.
Case listing with case numbers, warranty type, stage and status — supports CM, PM, I&C, Paid Repair, Job Warranty and Exception cases.
Appointment listing with site name, asset serial and case number — auto-assigned to field engineer based on circle-zone mapping.
Pan-India circle listing with zone and circle manager assignments — every case and asset inherits geography from this hierarchy.
Project Information
- Category: Field Service CRM — Web Application
- Client: Exicom Tele-Systems Ltd. (NSE & BSE Listed)
- Platform: Web (Desktop Browser)
- Project URL: www.exicom.in
Key Features
- Asset tracking with warranty & AMC status
- Case lifecycle — logging to closure
- Service Appointments auto-assigned to engineers
- Circles & Zones pan-India hierarchy
- Opportunities & Paid Repair quote pipeline
- SAP Integration for asset & account sync
About the Challenge
Exicom Tele-Systems, a leading power solutions company, was running field service operations for their Data Centre Telecom (DCT) division on Salesforce. As the business scaled across India, the platform became too expensive to customize, too complex for daily field users, and too generic for Exicom's specific operational workflows.
Every service case had to be tied to a physical asset serial number and a site ID. Warranty status needed to be auto-determined. Service appointments had to be routed to the right engineer based on circle and zone. Paid repair cases required a multi-level quotation and approval workflow before an engineer could be dispatched. None of this worked natively in Salesforce — driving up costs and reducing adoption among Customer Care teams, SCH, and field engineers. Exicom needed a custom-built Field Service CRM that could be tailored to their unique workflows, integrate with their SAP backend, and scale cost-effectively as they grew.
Our Solution — DCT Field Service CRM
Point5Nyble replaced Salesforce with a custom-built, role-aware Field Service CRM for Exicom's DCT division — live at www.exicom.in. Built ground-up around Exicom's actual workflows covering every step from complaint registration to final case closure and commercial invoicing.
Core modules delivered:
- Asset Management — every power system asset tracked by serial number, linked to Site ID and customer account. Warranty status (Under Warranty / Out of Warranty / Under AMC) auto-calculated from purchase and installation dates. Full AMC and purchase history per asset, synced from SAP.
- Case Management — complete lifecycle supporting all case types: Corrective Maintenance, Preventive Maintenance, Installation & Commissioning, Paid Repair, Job Warranty, Upgradation, and Exception cases. Bulk creation via workbench for PM and I&C. Exception-to-Normal conversion workflow built in.
- Service Appointments — auto-generated on case creation, assigned to designated engineer for that site based on circle-zone mapping. Supports dispatched, in-complete, cannot-complete, and subsequently-completed states. SCH approval mandatory before closure. Finance payout tracked per SA.
- Circles & Zones — full pan-India geographic hierarchy (Zone → Circle → SSA → Cluster/District) with Circle Manager and Service Resource assignments. Every case and asset inherits correct geography automatically.
- Opportunities & Paid Repair Quotes — opportunity pipeline with stage tracking. Paid Repair quotation workflow: CC generates quote → Inventory Head approves material → Commercial approves price → sent to customer as PDF. 45-day PO window with auto-closure on expiry.
- Role-Based Access — separate dashboards for Customer Care (CC), Service Centre Head (SCH), Field Engineers, Vendors, Commercial, and Finance — each seeing only their relevant data and actions.
- SAP Integration — assets, sites, and accounts auto-synced from SAP. CC can manually create assets and site IDs for RJIL customers when SAP data is unavailable; SCH can do same for all circle customers.