ProQuest modernises life sciences workflows by migrating complex approval processes and compliance documentation into Salesforce. Our life sciences implementations are designed around regulatory requirements, ensuring full traceability and audit compliance while streamlining operations for faster product launches and improved efficiency. Trusted by medical device companies including Zimmer Biomet.
ProQuest built the platform that makes medical device field service management possible for Zimmer Biomet without slowing the team down, ensuring every service activity is traceable, compliant and documented.
Life sciences field service implementations are designed with FDA protocols, ISO standards and device traceability obligations built into every scheduling decision from the start, not added later.
The results speak for themselves: Zimmer Biomet achieved service requests, scheduling and compliance documentation unified in a single Salesforce platform.
The Challenges Facing Life Sciences Teams Right Now
Service delivery urgency
Sterile environment protocols slow repair times while production schedules can't accommodate delays. Contamination risks require complete facility shutdowns during maintenance.
Technician productivity
On-site service delivery competes with documentation requirements for technician time. Regulatory compliance cannot be compromised for operational efficiency.
Regulatory and safety compliance
Equipment maintenance errors can halt clinical trials and delay drug approvals significantly. Documentation requirements demand comprehensive records and immediate regulatory reporting.
Where Field Service Delivers Value in Life Sciences
Service request triage and dispatch
Field service for life sciences is already handling this for ProQuest clients. Salesforce automates workflow approvals, manages compliance documentation and accelerates product launches without manual effort. Zimmer Biomet streamlined processes and reduced time to launch using solutions built by ProQuest.
Salesforce Field Service monitors service activities and automatically generates FDA-compliant documentation, flags safety concerns and supports maintenance scheduling, all within Salesforce. Everything remains auditable and aligned with regulatory requirements.
Field technician support
Technicians receive real-time guidance on equipment-specific procedures, compliance requirements and customer history before arriving on-site, reducing errors and keeping response times fast while freeing the team for higher-value service delivery.
Preventive maintenance scheduling
Salesforce Field Service automatically schedules preventive maintenance based on equipment usage patterns and regulatory requirements, surfaces upcoming service windows to field teams and optimises technician routes. This reduces emergency calls and keeps equipment running reliably.
Zimmer Biomet: Field Service for Life Sciences Companies
Zimmer Biomet's field service team manages medical device installations, calibrations and maintenance across healthcare facilities in Australia. Every service activity needs to be traceable, compliant and documented to an exacting standard specific to field service for life sciences companies.
ProQuest implemented Salesforce to connect service requests, technician scheduling and compliance documentation in one platform. The team gained better visibility, reduced manual paperwork and maintained the regulatory standards their environment demands.
The results : ✓ Service requests, scheduling and compliance documentation unified in Salesforce ✓ Improved traceability across all device service activity ✓ Reduced manual documentation overhead for field technicians ✓ Foundation built for ongoing automation within the compliance framework
ProQuest has been a long-standing Salesforce implementation partner to Zimmer Biomet across multiple projects in Australia.
Built for Highly Regulated Life Sciences Environments
Life sciences field service teams operate under some of the most demanding compliance requirements in any industry: FDA protocols, ISO standards, device traceability and regulatory documentation obligations at every service call. Implementations with ProQuest are designed to meet those standards without slowing the team down.
Every deployment is structured to support:
FDA and regulatory compliance across service documentation, equipment maintenance records and audit trails
Salesforce Field Service operates within Salesforce's existing security and permission framework, ensuring all service activities remain traceable and compliant. There is no separate system to govern or trust.
Full audit trails, so every field service action is traceable, explainable and regulator-ready
Equipment maintenance monitoring, using Salesforce Field Service to track service history and flag maintenance needs within existing Salesforce workflows
Patient safety protocols, with AI-assisted service prioritisation that keeps humans in control of critical decisions
What Engagement Typically Looks Like
Organisations engage ProQuest to:
✔ Validate which Field Service use cases will deliver value fastest in their life sciences environment
✔ Understand how Field Service fits within their existing Salesforce architecture and data
✔ Design governance, escalation paths and controls from day one
✔ Roll out Salesforce Field Service in phases that build confidence and adoption
✔ Avoid rework by learning from real-world life sciences field service implementations
This is not about experimentation for its own sake. It is about building capability that works inside a regulated, high-stakes field service environment and scales responsibly from there.
Ready to see what ProQuest can do with Field Service for your team?
Zimmer Biomet works with ProQuest because we understand medical device field service compliance. Life sciences field service requires complete traceability, regulatory documentation, and patient safety protocols. We focus on understanding your specific device complexity and compliance framework.
Is field service management suitable for regulated life sciences environments?
Yes. Salesforce Field Service operates within Salesforce's existing security, permission and audit frameworks, which makes it well suited to FDA-regulated environments, medical device manufacturers and pharmaceutical service operations. AI activity is traceable, explainable and governed. ProQuest designs every life sciences field service implementation with compliance requirements built in from the start.
Do we need to have our Salesforce data in perfect shape before starting?
No. Most organisations do not start with perfect data, and that is expected. A key part of early implementation work is identifying which use cases can safely deliver value with your current data, and where quality improvements will unlock further gains over time. Implementations are designed to work with reality, not idealised assumptions.
How quickly can we expect to see results?
Will Salesforce Field Service replace our field service technicians or customer-facing service staff?
Can Salesforce Field Service work across multiple Salesforce clouds, such as Field Service Lightning and Service Cloud?
What makes ProQuest different from other Salesforce Field Service partners?
Value is often demonstrated within weeks when starting with focused, high-impact use cases. The typical approach is to validate a use case, prove value in a controlled scope, then expand as confidence grows. Zimmer Biomet achieved unified service requests, scheduling and compliance documentation in a single Salesforce platform. This was achieved without lengthy or disruptive implementation.
No. Salesforce Field Service handles the routine, time-consuming tasks that pull field technicians away from on-site service delivery. The goal is to give your team more time for the hands-on work that requires technical expertise, customer relationships and critical decision-making, not to remove them from the equation. The life sciences field service organisations achieving the best results are using Salesforce Field Service to make their technicians more effective, not fewer.
Yes. Salesforce Field Service is built into the Salesforce platform, which means it works across Field Service Lightning, Service Cloud, Sales Cloud and other products in your existing environment. ProQuest has experience deploying Salesforce Field Service across complex, multi-cloud Salesforce setups and can advise on the right architecture for your field service team.
ProQuest was the first organisation in ANZ to sign an Salesforce Field Service deal, which means deeper implementation experience in life sciences field service than any other partner in the region. The team has delivered outcomes for medical device manufacturers, pharmaceutical companies and life sciences service providers, and every implementation is designed with FDA, equipment maintenance and patient safety requirements in mind from day one, not as an afterthought.
ProQuest works to empower companies in Australia and New Zealand to achieve higher performance through the delivery of tailored Salesforce solutions using disciplined Agile Scrum methodology.
We bring customer's vision to life through efficient delivery of innovative and transformative solutions powered by Salesforce.
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