Back in 2003, BWT began to search for a mobile solution to meet the ever-increasing volume of orders just to standardize the service processes and to accelerate and centralize the deployment planning. The main selection criteria for this included the ease of use, integration with the existing ERP system Oxaion and the cost efficiency of the solution. The decision was made on mobileX-MIP for Field Service and mobileX-Dispatch of mobileX.
Since the end of April 2014, the service engineers of BWT Wassertechnik GmbH now use the mobile solution. On their Dell Venue Pro tablets they have access to customer and plant data that are stored in the ERP system via mobileX-MIP for Field Service. The feedback on the operations and their daily reports are transmitted on a daily basis to the back-office. They now fill in their service reports on their tablets and have it signed by the customer on the spot. Every order strikes in the mobis release monitor, where it is checked by the relevant officer before posting to the ERP system for accuracy. Then the orders are released for billing and the invoice is printed. The introduction of the solution has reduced the invoicing cycle from up to six weeks to three days at best.
The growing number of technicians and operations in recent years made a conversion of the service process in a centralized planning and control essential. Since there were no internal resources for the disposition, it was decided to entrust the central planning to a specialized, external service provider. This organization plans the jobs and transmits them to mobileX-Dispatch. Thus, BWT Wassertechnik GmbH is also flexible in terms of adapting to future developments according to the order volume.
The centralized use of mobileX-Dispatch began in April 2015 in the Southern planning area and will be gradually extended to the entire country. By the end of 2016, seven dispatchers will plan and control the operations of all technicians. The lead time of scheduling has thereby been extended from a few days to three to four weeks. This improves the capacity planning of resources and the timeliness for the customer. The technicians receive their allocated jobs via the mobile solution, allowing them to concentrate fully on their jobs in the field. The route optimization in mobileX-Dispatch guides technicians on the shortest route on the road. Pre-planned maintenance work can be combined with emergency calls for ideal routes.