Quick Summary

Company Overview: BEML Ltd. is a major Indian public sector enterprise focused on mining, construction, defence, and railway equipment. They have a significant footprint across India and exports to several countries.

Challenge: BEML needed a reliable Field Service Management (FSM) solution to address issues with accessibility, fragmented systems, lack of integration with SAP, limited security controls, reporting gaps, and inconsistent customer interaction.

Solution: CRM-Doctor implemented an ISO-certified FSM and helpdesk platform that provided web and mobile access, SAP ECC 6.0 integration, high-availability infrastructure, custom reporting, and built-in security and compliance features.

User Experience: The system brought real improvements to how BEML handles complaints and service operations, giving their teams better control through mobile and portal interfaces and significantly improving response efficiency.

Outcome: BEML now runs a unified service management system that improved turnaround time, reduced process gaps, and strengthened their ability to support customers across engineering and defence sectors.

BEML Ltd., established in 1964, is a government-owned engineering company headquartered in Bangalore. They design and manufacture critical machinery and components for mining, construction, railways, and defence. Their customer base includes the Indian Armed Forces and international clients, supported by manufacturing facilities in Bangalore, Mysore, Palakkad, and Kolar Gold Fields. Over decades, BEML has built a strong presence in high-spec, multi-sector manufacturing.