Kärcher relies on innovation – not just in product development, but also in customer service. By introducing a mobile solution and field service management system, Kärcher's goal was to modernise its entire service process. In addition to service quality, the objective was to increase efficiency throughout the process, including invoicing.
With a product line that includes high pressure washers, vacuum cleaners and steam cleaners, pumps, sweepers and scrubber driers, as well as vehicle wash systems, cleaning agents, drinking and waste-water treatment systems and much more, Kärcher offers innovative solutions. Because the customer is always the main focus at Kärcher, service processes are always being enhanced. In September 2008, Kärcher decided to implement the mobile solution and field service management management solution of mobileX AG. The goal was to optimise the entire service process, from job acceptance and dispatching to on-site assignment ands invoicing.
Dispatchers can see new jobs in mobileX-Dispatch as soon as the office-based staff has entered them. The system automatically compares the requirements of a job with the skills database so that only technicians with the necessary skills and knowledge are suggested.
When the job is assigned in the dispatching tool, the service technician receives the job data via mobileX-MIP for Field Service on his or her laptop. The technician can then check the material stock level the night before for the following day's scheduled assignments. Material purchase orders entered by 6 pm are delivered overnight directly to the technician's vehicle.
In addition to 100 service technicians in Germany, another 70 employees are using the solution in France. Both countries' organisations share a mutual SAP system, but with different clients. This ensures consistent use in the local language throughout.
Now over 90% of jobs entered at Kärcher are invoiced directly. The remaining ten percent are cases requiring follow-up. To enable efficient filtering of critical confirmation messages, the mobileX release monitor was developed.
This extension automatically separates the incoming jobs out in SAP using specific stop criteria. If for example a defined upper cost limit is exceeded, illogical inputs are made, or the „Check office-based staff“ field is specifically checked, the confirmation is automatically sorted out before the job is posted in SAP. This avoids incorrect postings, thus eliminating the need for associated reverse postings in SAP.
With the mobile solution and field service management from mobileX AG, Kärcher has been able to increase efficiency in the service field service. Not only has the material process become much faster, but invoicing has as well.
Image source: www.kaercher.de
Kärcher is a leading global provider of cleaning technology. The family-owned company employs some 10,000 employees in 60 countries and 100 companies.
Some 50,000 service centres ensure complete continuity in customer service in all countries. In 2012, Kärcher reported €1.92 billion in revenue, the highest in company history, with 10.8 million units sold, also a company record.