Using the mobile solution mobileX-MIP for Field Service the service technician gets access to all relevant information from SAP related to the order as well as to the service history of the respective machine. The technician can create the necessary service reports and have them signed by the customer on a digital sign-pad. The productive and non-productive hours as well as absences are transferred to SAP CATS, the central time reporting system. On top of that the service technician can use SAP material via mobileX-MIP. In case of a SAP equipment (serialized material) an equipment assembly or disassembly can be carried out. Thus information in SAP about the AVL Installed Base can be kept up-to-date with little effort.
At AVL service calls for maintenance and fault clearances are usually short-term and take between one and five days. Installations on the other hand often take several months. Especially for longer lasting service calls mobileX-MIP for Field Service offers the opportunity to create any number of performance records for an order. Due to this the headquarters is always on the run about the progress of the order and is able to bill intermediate invoices.
By collecting internal quality reports consistently in SAP the central quality department in Graz can now give even more easily a sophisticated feedback to product development. This is especially relevant for faulty parts in warranty.
By introducing mobileX‘s mobile solution and field service management solution AVL could improve the efficiency and quality in the customer services department drastically and decrease costs at the same time. The time zone support of the solutions allows AVL to act globally. When choosing the new mobile system the decisive factors for AVL were usability, performance as well as the integration into SAP. With mobileX the company was very optimistic to solve the existing issues and media disruptions in the medium term. Already after a short time the dispatchers and technicians were able to work with the new solutions independently.