Company Profile
Johnson Controls (JCI), founded in 1885 and headquartered in Cork, Ireland, is a global leader in smart building solutions. The company specializes in building automation, HVAC systems, fire protection, security, and energy management technologies, helping organizations create safer, smarter, and more sustainable environments. Its YORK brand is a globally recognized HVAC solutions provider.
Industry
Manufacturing
Company Size
>90K
HQ Location
Ireland
Business Challenge
1. Improving Service Process Visibility Across Multiple Operations
With service operations covering multiple branches and service partners, Johnson Controls continuously manages complex after-sales service activities across different regions. As operational requirements continue to evolve, enhancing workflow visibility, process standardization, and real-time service monitoring became important to further improve management efficiency.
2. Enhancing Field Service Coordination and Execution
Managing a large-scale service network requires effective coordination of engineer scheduling, on-site task execution, and service progress tracking. Further optimizing field service processes helps improve resource allocation, strengthen operational coordination, and support consistent service delivery across different regions.
3. Strengthening Data Integration for Smarter Service Management
As service operations generate increasing amounts of business data, integrating information from different systems and improving centralized data management can provide deeper insights into service performance, support better decision-making, and enable continuous operational optimization.
Neocrm Solution
1. Digitalized Service Management Platform Enabled Unified Service Operations
Neocrm Service Cloud helped Johnson Controls build a centralized service management platform by integrating customer service, service partner management, and operational workflows. The solution standardized service processes, improved information visibility, and enabled efficient collaboration across different branches and teams.
2. Field Service Cloud Optimized On-Site Service Execution and Engineer Management
Through Neocrm Field Service Cloud, Johnson Controls digitalized field service processes, enabling standardized work order management, mobile-based service execution, and efficient engineer scheduling. Service teams could manage on-site tasks more effectively, improve response speed, and enhance service delivery quality.
3. Data Analytics and Intelligent Management Improved Service Decision-Making
By leveraging Neocrm’s data capabilities, Johnson Controls established a more transparent service management model with centralized service data, partner management, and operational insights. The platform enabled managers to monitor service performance, optimize resource allocation, and make data-driven decisions to continuously improve service efficiency.
Result
Through the integration of Sales Cloud (BI), Customer Service Cloud (CSC), and Field Service Cloud (FSC), Johnson Controls (JCI) successfully advanced its after-sales service operations through digital transformation. The project covered more than 30 offices and over 200 service partners nationwide, supporting over 1,000 users. It enabled JCI to fully transition its after-sales operations to online workflows, establishing a more standardized and efficient service management model.
In terms of service efficiency improvement, Sales Cloud helped Johnson Controls optimize the end-to-end service process, covering lead management, service dispatching, and field execution. Through digital workflow management, the MKT-to-lead conversion cycle was reduced from 90 days to 40 days, order planning accuracy improved from 55% to 69%, on-time dispatch closure rate increased from 87% to 96%, and after-sales service satisfaction improved from 92% to 99%, enhancing overall service responsiveness and customer experience.
For field service management, Johnson Controls leveraged Field Service Cloud to enable mobile-based operations for engineers, supporting standardized handling of on-site commissioning and maintenance processes. Meanwhile, digitalized service workflows and data analysis capabilities enabled more refined management of service operations and costs. The platform also helped establish a service partner settlement system covering labor costs, material expenses, and travel expenses, improving transparency and efficiency in service management.
Furthermore, Sales Cloud supported Johnson Controls in building a standardized nationwide service partner management system and improving coordination across service resources. Through customer self-service via WeChat official accounts, mobile field service capabilities, and headquarters’ large-screen monitoring of service quality, Johnson Controls enhanced customer service experiences and strengthened centralized visibility into field service operations, providing continuous digital support for service excellence.
