![]() “Today everything is recorded in Innosoft, quotations can be generated directly from the application. “We switched to Innosoft because we were looking for a solution to the problem that every technician worked with countless forms and had to fill out various forms by hand the customer service accounting, for example, or the time recording and travel report.” As a result, all back-office data had to be checked and entered manually. Since 2015, we have been working with Innosoft throughout Europe and the USA – and increasingly on the web,” said Christoph Krebs of ESAB. “We started with the Resource Planning, later we added Report Generator and GeoMap. This means that work equipment management can be carried out digitally, with products being managed and newly recorded.”ĮSAB Welding & Cutting GmbH has been using Innosoft since 2003. “New is that customers also have a connection to the server. Certificates and test reports are available as PDF, excel sheet or on paper in list form – depending on the customer’s requirements. ![]() The machine history can be viewed by every service technician at every testing station. Via the Mobile Field Service module, technicians receive a data package and record all relevant data for the inspection in paperless form: machines with unique numbers, inspection date, spare parts, hours worked and photos. “With this optimized planning, we achieve an optimal capacity utilization as well as a reduction of setup costs,” said Boris Amann. The data is sent from the central database to the Mobile Field Service. From the offer to the order, all steps are carried out via the Innosoft module Sales Management and resubmission. The monthly planning of due inspections is based on this. This is how the inspection service works: The master data comes from Innosoft, the inspection date maintenance is stored in the customer master database. The technicians can therefore be deployed more flexibly. The trick to scheduling the service technicians is that although the work equipment tests are required by law, there is no longer a fixed cycle. “It’s all about sensible route planning and keeping setup costs low.” In addition, the Pfeifer service centers should keep the cycle time low. The goal: The service technicians should be utilized at maximum availability. The Innosoft solution is used to schedule 85 technicians and 55 vehicles in Europe”. “Our service consists of work equipment testing, installation of rope systems such as fall protection systems, repairs to products, maintenance, the rental business and the spare parts service. And that’s what we do with Innosoft.”īoris Amann from Pfeifer Seil- & Hebetechnik GmbH presented a customer portal for inspection reports as part of the Service Management System. Then an Innosoft ticket appears with all the data needed: What is the machine’s status, when was the last maintenance and much more.” His vision is: “We want to provide our hotline staff with all the information they need so that they can help perfectly. “Innosoft comes into play when a machine triggers an alarm or an alarm button is pressed. The data glasses connect to the server via this. The customer machines are networked and set up their own WLAN. “Since the market couldn’t offer suitable hardware, we developed our own glasses.” They weigh 80 grams and enable an audio and video connection with the in-house service staff. special data glasses for around five years. What he appreciates about the Innosoft modules is that they can be adapted individually.Īmong other things, this also helps with a new project: in order to support customers in solving problems, Romaco has been using Head Mounted Display applications, i.e. We had to solve this challenge,” explained Pascal Striebig. Our data comes from many different sources. “Our challenge was that due to the international structure we had to face high costs for service calls. A total of 60 employees at Romaco work with software from Innosoft, including the Document Manager, the Mobile Field Service module and the Phone Centre add-on. ![]() The Resource Planning module is also used. The Customer Management from Innosoft is used, and the Ticket System determines the process flow. Pascal Striebig has been working with Innosoft since 2001, the Dortmund company’s applications are rolled out worldwide at Romaco Pharmatechnik GmbH. Innosoft has developed its portfolio in this direction in recent years. One trend can be identified: It is moving away from locally installed software and towards web-based solutions that are always available. Delegates from companies describe how they design their service in practice and what tools they use to do so. The reason for this is that innovative service solutions are presented here from a practical point of view. The Users’ Day of Innosoft GmbH from Dortmund has a solid place in the agendas of service managers from the field of mechanical and plant engineering and related industries.
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