WashTec’s car and truck wash facilities and self-service washers are based in thousands of locations in Germany. More than 200 service technicians, controlled by the branch offices in Berlin, Düsseldorf and Augsburg, take care of the incurring orders in three regions. This includes maintenance, assemblies and repairs. Highest quality of service has top priority for WashTec. This is the reason why order acceptance is available for customers 24 hours a day, seven days a week. The dispatchers plan the assignments of the technicians and agree the dates with the customers. Until 2014, this was handled via a proprietary solution of WashTec in SAP CS and with Excel lists for the order processing of the technicians. They filled in their reports in the paper forms of the respective oil companies, which were printed and signed by the customer.
After the introduction of a mobile solution for the order processing of the technicians, WashTec decided in 2012 to optimize the operational planning throughout Europe by means of a modern field service management software with a map display. The new solution should be integrated in SAP. In August 2013, the decision was finally made in favor of mobileX-Dispatch, a disposition solution with Gantt diagram and map display. The rollout started in spring of 2014 and now includes, besides Germany, most parts of Central Europe as well as Australia.
Centralized tour optimization for more transparency and shorter travel times
The tour optimization in mobileX-Dispatch ensures that the technicians are always on the fastest way to the customer. Maintenance assignments are cleverly combined with current service incidents to find the best routes, thus drastically reducing travel times. In doing so, mobileX-Dispatch takes into account many important planning parameters, such as start and end dates, customer service level agreements, priorities, or qualifications of the technicians.
The technicians’ vehicles are also equipped with GPS devices. GPS positioning provides the dispatchers with an optimal transparency on the current locations of the technicians. In the case of urgent, unplanned customer requests, they can react as quickly as possible and select a suitable technician from the customer’s environment. GPS positioning is also used to randomly check the plausibility of trips and to differentiate between business and private routes with the company vehicle.
Mobile app for technicians optimizes feedback
In order to make the service technicians’ status feedback more efficient, WashTec decided to equip the technicians with an app for Android smartphones in addition to the existing mobile solution. On their smartphones, mobileX-MIP for Field Service now provides them with their order lists and allows them to quickly and easily enter feedback on travel times and status updates without having to power up their laptop.
Following the gradual introduction of mobileX-Dispatch and mobileX-MIP for Field Service in Europe, WashTec is drawing an entirely positive conclusion.