Transparent, flexible, eco-friendly Villingen-Schwenningen, one and a half years, the HSM GmbH sets October 26, 2010 – + co. KG, in the industry known for large paper presses and shredder, for planning and managing their technical customer service on the mobile service solution ASS_Mobile of the Black Forest software specialist ACE.TEC GmbH. Since then, the paper and postage costs, as well as the processing times for the customer service operations are significantly decreased and customer satisfaction has increased. Total worldwide are many thousand machines and equipment by HSM in the usage, requiring regular service. 22 technicians in Germany and five other countries with the sales bases are on the way. “So far all bets and tours from four to five were manually planned technicians and boldly displayed on notice boards. Also was a lot of paper and the transparency was not present,”Herbert Ackermann, head explained customer service at the HSM GmbH + Co. KG.
Resource-saving operational planning and control the effort for Planning to minimize paper and travel costs are also HSM wanted to replace the manual processing by an electronically-based mobile service solution. The most important requirement was compatibility with the leading SAP system in addition to the professional and transparent usage processing. ASS_Mobile service provides optimal SAP integration “within the framework of a call for tenders we opted for ASS_Mobile service of the SAP and software specialist ACE.TEC GmbH, because it operates even in SAP consulting and the mobile service software has adapted very well to the requirements of SAP. In addition, it offers a very good card solution that interacts directly with the planning tool”, so Ackermann. Goal achieved: high transparency and faster service after one and a half years of practicing HSM draws a positive balance: “Overall we have gained capacity through the rational planning, as well as feedback by the technician, which we can invest in the quality of customer care”, Ackermann is looking forward.
Because due to the high degree of automation, maintenance contracts are automatically created, retrieve routine orders monthly and transferred in ASS_Mobile service. Depending on the customer’s situation are orders treated also prioritizes and spare parts sent immediately, which will increase customer satisfaction. The just-in-time recording and forwarding of service calls and work equipment can work times faster recorded and billed orders faster. Also the paper and postage savings was quite clear. Finally, the error could be minimized because the data directly from SAP on ASS_Mobile passed – and vice versa. It also finished stored error codes, with which the technicians about automated can create 70 percent of the reports for a variety of repairs. Company description the ACE.TEC Beratungsgesellschaft mbH was founded in 1993 for applications, systems, strategies and technologies with a focus on complete solutions for SAP users. ACE.TEC is also since 1993 a German only three ARIS value added resellers, and in addition to the ARIS manufacturer IDS of only the individual report scripts, can develop and create. Another focus is the mobile customer service software ASS_Mobile service, for which there is also a service reference model for best-practice business processes.