With the introduction of its Field Service Management solutions at ARBURG GmbH + Co KG, mobileX AG has made a major contribution to digitalizing the service processes of the world's leading machine manufacturer for plastics processing. In 18 countries in Europe, Asia and the United States, dispatchers now use mobileX-Dispatch, the graphical scheduling tool, while field service technicians use mobileX-CrossMIP and mobileX-MIP for Field Service to handle service orders on the move. Through the worldwide introduction of mobileX's field service management solutions, ARBURG has been able to standardize its service processes and optimize customer service.
Timely, comprehensive and solution-oriented service plays an important role at ARBURG. By mid-2016, ARBURG service technicians in countries with larger branches were already using a mobile solution for their on-site operations. However, since this did not support iOS and had very long loading times, ARBURG opted for the worldwide replacement or launch of the cross-platform service app mobileX-CrossMIP. This allows service technicians to quickly and easily update their status during the day without powering up their laptop. For the creation of longer documents such as service reports, they use the mobile solution mobileX-MIP for Field Service on their laptop. The dispatchers at ARBURG are now planning commissioning, conversions and repairs in the as day and week tours for the service technicians in mobileX-Dispatch. They have different views in the form of lists, Gantt chart or maps.
The project started at ARBURG at the end of September 2016. In mid-November, Poland was the first country to be productive with mobileX-CrossMIP, followed by the migration in Switzerland in December. By July 2017, a total of 232 service technicians had received the mobile solutions and 57 dispatchers mobileX-Dispatch in 18 offices in Europe, Asia and the USA. The integration into the existing SAP CRM service system is done via web services.
Image source: Arburg
The German engineering company Arburg GmbH + Co KG is a company of the Hehl and Keinath families and is one of the industry leaders in the world with its electric, hybrid and hydraulic injection molding machines, turnkey systems and its industrial additive manufacturing system. With around 2,300 employees in Germany and another 500 worldwide, Arburg serves sales markets for machines with clamping forces from 125 to 6,500 kN.