Early 2013 WAREMA decided to introduce mobile solutions and field service management software in Germany in order to improve efficiency in customer service and to standardize processes. The differentiation from the competition by an excellent service was another key factor. To this end paper-based order processing should be replaced by a digital solution and the scheduling via Outlook should be replaced by a centralized field service management system.
The decisive criteria for the selection of the planning tool were the integration in SAP CS, the functionality of the solution as well as the user-friendliness. Customization options, further product development and convincing references played an important role in the decision for the mobile solution. The decision was made in February 2014 for mobileX-Dispatch, the graphical scheduling tool, and mobileX-MIP for Field Service, the mobile solution for the service technician.
The most suitable service technician for each job
In spring 2014, the implementation of the two solutions began in Germany. The dispatchers now plan and control centrally from headquarters in Marktheidenfeld the nationwide deployments of the service technicians. They are also responsible for customer contact, order acceptance, work preparation, material ordering and for checking the feedback reports. The graphical scheduling in mobileX-Dispatch shows the dispatcher all the resources and the SAP CS orders clearly on the Gantt chart and on a map display. Based on the order type and the respective transaction mobileX-Dispatch determines the “preferred technician”. Via slot search the tool can also suggest several suitable colleagues for a job, when it comes to more complex assemblies or repairs. In addition, dispatchers can also plan weekly tours for the service technicians for multi-day commissionings or for jobs without return to the home location.
After a brief training the service technicians have been working with the mobile solution mobileX-MIP for Field Service since May 2015. They get the orders on their laptops in the mobile client after the allocation by the dispatcher. Thus they can start in the morning directly from home to the first job. Even in fringe areas – ie offline – they can access all order data, such as documents or the service history and create service reports. Once connected again, the data transfer takes place automatically in the background.
Process optimization for the benefit of the customers
After completing the job on site the service technicians can create their service reports at the click of a button. These can consist of modular time, travel expenses or other services and material consumption. The start-stop system determines the start and the end of a job according to the status change for the time confirmation. The final service report is signed by the customer on the touch screen. The feedback and service reports are automatically transmitted via mobileX-MIP for Field Service to the back-office. Prior to booking in SAP CS the office staff reviews the responses in mobileX and creates a debit memo request to invoice the services.
After migrating to version 5.0 of the Field Service Management Suite in September 2016, the rollout of the solution to further target markets is also planned.
Image source: www.warema.com