ASCENDUM PARTNERS WITH MCKINSEY AND SALESFORCE TO ENHANCE FIELD SERVICE OPERATIONS WITH AI INTEGRATION

Monday, November 25, 2024

Explore the full pilot case here: Adding a powerful new tool to the field mechanic’s toolbelt: AI | McKinsey

Ascendum is proud to announce a strategic collaboration with McKinsey&Company and Salesforce, global leaders in strategy and technology, to integrate generative AI into Ascendum's field service operations, enhancing efficiency and customer satisfaction. This gen-AI-powered solution seamlessly integrates with Ascendum’s Salesforce Service Cloud. It empowers our service agents with advanced tools to diagnose and resolve machinery issues more swiftly, working faster and smarter in addressing customer needs.

This collaboration highlights the intersection of industry expertise and technological innovation, with each partner bringing unique strengths to the table. Ascendum led the mobilization of its business organization and provided essential customer and industry insights. McKinsey&Company (QuantumBlack) offered deep industry knowledge, design thinking expertise, and advanced AI capabilities, along with integration support for Salesforce technologies. Salesforce delivered a seamless user experience through development tools on its platform that give access to customer data.

Delivering Customer Value Through Innovation

Every day, Ascendum field agents work to ensure machinery stays operational with minimal downtime—a critical factor for our customers. However, navigating over 14,000 technical documents to find precise solutions can be daunting. Through this collaboration, we have integrated AI-powered tools that empower our agents to identify issues and resolutions quickly and accurately. The result? Significant time savings for our teams and substantial cost savings for our customers.

By leveraging AI-driven solutions, our agents can efficiently navigate over 14,000 technical documents, facilitating quicker identification of machinery issues and solutions. This advancement is expected to save customers between $5,000 to $12,000 per hour by minimizing equipment downtime, driving tangible benefits for our customers, and redefining the service standards.

For more details about how this collaboration came to life and the innovative approach that underpins it, we invite you to explore the full article on McKinsey’s website: Adding a powerful new tool to the field mechanic’s toolbelt: AI | McKinsey