Patterson Companies

How Patterson Transformed Service Orders with SAP Fiori

Dentist explaining dental X-ray results to patient in modern dental office with digital monitor

Patterson Companies, Inc. is a value-added distributer focused on providing best-in-class products, services, technology, and experiences.

THE OPPORTUNITY

Patterson wanted to transform how it was completing their service orders. The existing system involved the Service Team logging in to their CRM after meetings to replicate the data for their SAP ECC system. This process was:

Time and click-intensive
Lacked business logic to prevent errors
Not intuitive
Employee frustration could spill over to the customer experience
Orders not being completed / billed

Healthcare professional in lab coat and mask examining sample with precision instruments in laboratory setting

Laboratory technician in blue gloves handling sample vials with precision pipette for scientific analysis

THE SOLUTION

Patterson partnered with Mindset to create a new service order system using SAP Fiori.
Why Fiori?

Seamless integration into SAP
Aligns with SAP’s long-term UX strategy
UI gave us a platform to streamline complex processes
Linear process flow
Sales and warehouse user groups already utilized Fiori
Good relationship with the implementation partner
Both sides already familiar with design process and the platform

THE PROCESS

Step 1. Design Thinking

Patterson involved service personnel and other users in a Design Thinking process that focused on the how the users interface with their customers and how the systems could better support the needs of the Patterson representatives.

Step 2. Prototyping

A series of prototypes were developed that allowed the team to better visualize how the new solution would work. Feedback gathered at each step of the prototyping process helped the design improve to ensure the final version allowed the information needed to be gathered in a way that was fast, efficient. and intuitive.

Step 3. Design and Build

Insights from design thinking and the high res prototype combined with the input from the product owner define the initial user story backlog

The hi res prototype combined with an initial backlog allowing the dev team to build a tangible product within two weeks which allows the product owners to begin providing feedback immediately.

Design and Implementation

Field users involved from the start
Mobile-optimized design
Biweekly sprints/demos to gather user insight
Pilots

The MVP was pilot tested with 17 Technicians in 17 unique locations. In Pilot 1, these 17 Technicians acted as Super Users. After the pilot with this first group, mass implementation followed.

Medical professional performing ultrasound examination on patient using diagnostic equipment

SAP Fiori mobile apps displaying service scheduling, equipment management, and work order details interface

1.3 Million

in revenue

captured annually due to reduction in open orders

“Fiori is so ridiculously easy compared to the multiple path/multiple steps
that CRM has been I wasn’t worried about going live. The linear approach to Fiori is a huge advantage over CRM in my opinion.”

– Fiori User