Since the introduction of the new software, the field service technicians use notebooks on which they receive their orders after the assignment by the disposition in the mobile solution mobileX-MIP for Field Service. Thanks to the user-friendly interface, the technicians could easily use the solution already after one day’s training.
Through the field service management system also their working day has changed. The technicians get online all job-related information. Thus they can also access offline all job data, including messages, documents or the service history and enter their feedback. The customer service jobs at Melitta Coffee Professional Solutions consist of two categories: fixed dates or appointments with a predetermined execution period which the technicians plan themselves. Since the disposition department is not manned at weekends, a dispatcher used to take on the allocation of jobs to his colleagues from home these days. Since 2015, the order acceptance on the weekends by the technicians and the disposition on SAP and mobileX is fully automatic.
With mobileX-MIP for Field Service, the service technician has the possibility to reorder material for his vehicle stock or a second stock from the central warehouse. The rapid flow of information to the leading SAP system ensures that the most common spare parts are always in stock and second call outs remain the exception. After completing his job, the technician creates the service report on his laptop. The customer acknowledges this with his signature on a Signo pad. The data is transferred directly to SAP CS. If no errors or discrepancies occur during the internal plausibility check, the service report will be billed automatically. In case of doubt or questions regarding goodwill or guarantee a manual check by the order processing takes place.
After the successful launch in Germany, the rollout followed in the Netherlands, France, Switzerland and Austria. Here, the field service management system also supports different languages. The respective national companies plan and control their technicians from their own offices.
With the introduction of mobileX-MIP for Field Service and mobileX-Dispatch Melitta Coffee Professional Solutions was able to optimize processes in customer service and create more cost transparency.
The number of customers of Melitta Coffee Professional Solutions and thus the need for after-sales services for professional coffee supply in the catering and hotel industry is increasing year by year. Consequently, more and more branches will introduce an use the field service management solutions by mobileX. So the rollout to the UK is planned next.