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Henry Schein Dental

Henry Schein Dental plans to map its complete, European service processes based on SAP CRM and the mobile solutions and field service management software of mobileX AG. The launch of the implementation of the service project was in February 2014. As pilot countries the Benelux use SAP CRM with mobileX-Dispatch and mobileX-MIP for Field Service for planning and connecting mobile service employees.

Up tp then the dispatchers of Henry Schein Dental used SAP MRS to plan the service technicians, with order data from SAP ERP. A separate solution gave the engineers the needed service orders. These solutions were not ideal as the basis for the planned standardization of all service processes in Europe. In order to optimize and harmonize these, Henry Schein Dental decided for an end-to-end solution with the implementation of SAP CRM with the mobileX components. Both partners led by the implementation together. ORBIS provided the interface for connecting SAP CRM to mobileX-Dispatch and mobileX-MIP for Field Service. In addition Henry Schein Dental revised its service processes with the primary focus on the standard solution.

Customer service is clearly divided at Henry Schein Dental: So the technical service takes care of the installation, repair, maintenance and installation of practice or laboratory equipment in dental offices. Their back-office colleagues are, however, the first contact for the customers. Thanks to a back-office and call center interface in SAP CRM they enter the service notifications and can access a knowledge base to find solutions. The account managers decide whether the use of the technical service is needed or not. If a repair is necessary, the repair order for the appropriate technicians based on mobileX-Dispatch is initiated and commissioned directly from SAP CRM. After his job the technician creates his feedback using the mobileX-MIP service report on the services provided and the built-up material. This can be done offline as well as online.

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