Digitalizing service processes from beginning to end
Belimed is a globally leading supplier of innovative system solutions for cleaning, disinfection and sterilization in the medical sector. As a specialist and pi- oneer in the field of sterile workflow solutions, Belimed con- sistently strives to strike new and better paths.
The modern cloud solution based on SAP Field Service Management provides excellent support for over 350 service technicians at 10 locations, supporting end-to-end information exchange and communication flow. The implemented end-to-end process starts with order registration in the back office service, continues with planning in the disposition service and service processing in SAP FSM, and finishes with invoicing in SAP ERP.
„proaxia provided us with excellent support, not only with the business blueprint but also with the implementation and the rollout.
We have a relatively complex service process. For this reason, it was clear that we need a reliable partner with deep knowledge about service processes and SAP systems. After all, proaxia developed the SAP FSM Cloud Connector. So far, no partner has had deeper insight into the integration of the SAP Service Cloud with the SAP ERP suites.“
Thomas Niederstein, Head of Business Processes & Business Applications CC, Belimed AG
Integrated processes and innovative solutions for digital sales and digital service
Oerlikon Metco leads the global market in thermal spray technology. Apart from coating equipment and materials, the company also offers industrial coating as a service – a combination of expertise that is unique worldwide.
Oerlikon Metco has introduced the SAP Field Service Management (SAP FSM) cloud solution for the management of service processes. SAP FSM is fully integrated with SAP ERP and supports the comprehensive end-to-end process.
“The evaluation has found that we can save up to 90 minutes per order over the entire workflow, i.e. during service planning, the service technician’s visit and in the back office. Cloud-based SAP FSM accounts for about 45 minutes of the efficiency gain per order.”
How Digital Transformation is redefining Customer Experience
Abdullah Abdulghani & Bros. Co. W.L.L.
AAB decided to revolutionize their customer reception process by implementing a world-class solution, which redefines customer experience while at the same time boosting efficiency at vehicle reception: proaxia Mobile Service Advisor.
proaxia Mobile Service Advisor is a mobile iPad app that is integrated with SAP® Dealer Business Management. All steps of the dialog reception process are mapped in the app in full detail. Without changing media, the data is transferred to the SAP system for further processing.
“We finally achieved the customer experience we were looking for to strengthen our position as a market leader in Qatar with a modern service reception and handover process”
– Amir Mahmood Acting CIO, AAB I.T.
Integrated processes for the Krones spare part business
Krones – the market leader in machinery and complete lines for the beverages and liquid food industry reorganized the processes for spare parts logistics in SAP.
With this project – supported by proaxia – various processes were standardized across plants in order to allow large-scale automation. Thereby Krones achieved considerable improvements: Transparency, speed, lean processes and more reliability.
“In this way we can plan our business exactly, delivering to our customers on schedule and give binding schedule information at all customer touchpoints. This is a significant factor in boosting customer satisfaction”
– Klaus Grimme, Head of Operations Central Lifecycle Service
Quality, precision and reliability in service
Feintool is a global technology and market leader in fineblanking and a global provider of fineblanked, formed and punched sheet metal components of premium quality and utmost efficiency.
With SAP Mobile Field Service Management the company optimized their service processes. Processing times, from when a service was provided until it was invoiced decreased, service technicians are better supported and relieved of administrative tasks, and data quality considerably improved.
„Implementing the mobile FSM solution has helped bring about several improvements. In a nutshell, you could put it like this: Less work – better data quality – shorter processing times – better cash flow”
– Reto Zwahlen, Leiter Kundendienst Feintool Technologie AG
Integrated process from machine to invoice
Headquartered in Zug, Switzerland, HOERBIGER group is active throughout the world as a leading player in the fields of compression technology, automation technology and drive technology.
HOERBIGER has redesigned the service business of wellhead compressors and has automated vital processes. The project comprises the entire process and IT integration from recording operating data to invoicing. proaxia realized the complex business logic using Internet of Things and Cloud Computing technologies and fully integrated with SAP ERP (ECC) and SAP Cloud for Customer (C4C).
“Automated monitoring, reporting and billing have now led to much more transparency. Sources of error were eliminated, and, despite the complex billing model, invoices are issued without delay, paid more rapidly and our liquidity is thus improved”
– Thomas Kriechbaum, Chief Process Officer, Executive Vice President Processmanagement and IT
Sustainable partnership for SAP® rollouts
Calderys is the global market-leader in monolithic refractory products. he company maintains a worldwide network of 19 manufacturing sites in 16 countries along with 33 international sales offices and a staff of over 2,300.
For managing and planning its business resources, Calderys relies on SAP® ECC 6.0. Since 2013, Calderys has, together with proaxia, successfully implemented three rollout projects involving corresponding local adaptations of the main office solution.
«For us, proaxia was the ideal partner. Our advantage was being ableto work with a European company with local SAP consultants in Japan and Indonesia. Cultural differences were then no obstacle. proaxia provided excellent moderation of the coordination meetings between the on-site teams and the headquarters.»
– Dirk Haupt, Corporate SAP Manager Calderys
Innovative products – first-class sales processes
As an international company with discerning clients in the capital goods market, Weiss Technik places great importance on fine-tuning its sales processes and continuously improving them.
To support the sales organization in the best possible way, Weiss Technik decided to introduce the CRM system SAP Sales Cloud together with proaxia.
“At Weiss Technik, we didn’t have any experience with Cloud systems. So it was of course important to find competent consultants who were familiar with the solution and could quickly understand our processes. proaxia and SAP have close ties; the companies worked together to present us with a transparent project approach. These were definitely good reasons to go with them”
– Daniel Pfeifer, project manager at Weiss Technik
Transparent and speedy – NISSAN Vehicle Order Management
NISSAN is one of the largest international motor vehicle manufacturers. To support its rapidly growing business efficiently, NISSAN has launched the Power 88 program. This program aims to optimize business processes and to simplify and standardize IT systems and support processes.
For the new plant in Brazil, proaxia implemented a vehicle order management system based on SAP VMS. The SAP® Vehicle Management System (VMS) supports the procurement, sales and logistics of vehicles. The comprehensive system maps all partial processes and manages all vehicle data.
«NISSAN initially chose proaxia for the VOM implementation as a result of partner evaluation based on proaxia’s past success in implementing SAP VMS solution.
Even after the completion of VOM implementation in Brazil, NISSAN and proaxia have been maintaining a close partnership on further VOM rollout projects to the other NISSAN sites. Thus, proaxia’s capable and flexible resources are being utilized around the world to ensure fast and productive implementation.”
– Toshihiko Suda, Global IS Division
– Daisuke Masunaga, Global IS Division
Car Dealer’s Digital Breakthrough
At BALD, the Mercedes-Benz car dealer, iPads are now an established feature of the service reception area.
Bald AG has equipped several customer services locations with iPads including proaxia’s “Mobile Service Advisor” interactive reception app. This jointly developed app is fully integrated into the SAP Dealer Business Management solution via the SAP Mobile Platform.
„I’d say that more than 90 percent of our customers are enthuthiastic about the new digital reception process“
– Marin Radmacher, Head of Service Bald AG
myCustomer – a SAP-integrated iPad App for the Field Sales Force
Sekisui Alveo, Switzerland
The CEO expects his field sales staff to be well prepared, hold efficient meetings with customers and produce meaningful reports – no problem with proaxia’s myCustomer iPad app.
The myCustomer solution, which is integrated with the SAP backend system, helps field staff to prepare for customer visits and enables them to create reports directly in the app, with the data then being stored on the company’s backend system. The myCustomer app is synchronized with the company’s SAP system which means that all relevant data is available offline in the app. The solution integrates data from a wide range of backend systems (SAP ECC for customer data, orders, and invoices, SAP Portal for documents and presentations, and SAP BI for sales figures).
Download the myCustomer demo version from the Apple iTunes Store directly to your iPad.
Mobile Retail Store Order Solution for Small Retailers
SPAR Management AG
The iPad solution developed for SPAR Management AG in Switzerland provides the following benefits for the supermarkets:
- Current range always available and no more need for product lists on paper
- No manual completion of order forms
- Fewer inquiries to SPAR Head Office because current ranges are available at the supermarket
- Automatic transfer of order data into the central SAP® Retail System
- Increased sales generated by replacement items especially in fruit and vegetables
Fully Integrated Processes in the Automotive Industry
BALKAN STAR is the general distributor for the brands Mercedes-Benz and Mitsubishi in Bulgaria with its headquarters in Sofia. The company is part of the Willi Betz Gruppe and has been established in 1992. Being almost 30 years in business, Balkan Star is continuially growing and offers passenger cars and commercial vehicles from different OEMs today.
What is unique about the solution that is implemented at BALKAN STAR? It handles all vehicle import business and automobile retail processes in a single system. Therefore, following SAP for Automotive solutions are used and integrated:
- SAP Vehicle Management System
- SAP Warranty Solution
- SAP Dealer Business Management System
““Now, all the data we’ll ever need on our profitability and costs is available in real time.”
– Manfred Mulz, General Manager, Balkan Star Group
Increasing customer satisfaction in after sales with SAP® for Automotive Solutions
EvoBus GmbH is Daimler AG’s largest European subsidiary. With the brands Mercedes-Benz, Setra, OMNIplus and BusStore, they are the leading full-line provider in the European bus market and have a global presence, as well. As part of the Daimler Buses business unit, they are not only Europe’s largest bus manufacturer but also one of the leading bus manufacturers worldwide.
A holistic IT landscape was developed with proaxia as the lead implementation partner as part of the Business Transformation Services group. The SAP Dealer Business Management solution and surrounding systems have made EvoBus Aftersales Services – known as OMNIplus – more efficient.
“Teaming up with the Business Transformation Services group from SAP Consulting is an essential part of our ongoing success with the SAP Dealer Business Management project. The SAP team helped us design and further enhance our new processes in the aftersales area.”
– Paul Böhm, Dealer Business Management Project Manager, EvoBus GmbH
Smart organization for staff development
The Zumtobel Group employs 7160 people worldwide and is an international lighting group and a leading supplier of innovative lighting solutions, lighting components and associated services. The Group offers its customers around the world a comprehensive portfolio of products and services and is one of the European market leaders in the lighting business.
The streamlined solution developed by proaxia and tailored to Zumtobel’s requirements provides central support for the annual process of staff development meetings. The custom solution is based on Microsoft Outlook and Adobe Interactive Forms and fully integrated with SAP ECC.
“We had several obstacles in the project, which we did not expect in advance. However, I’d rather think that other face similar issues. What was most important for us that all obstacles could have been jointly solved with proaxia and their excellent development team.”
– Michael Oberhauser, Zumtobel AG
Mobile Customer Service – Technical Support Planning and Mobile Service Reports
Kardex Remstar is one of the world’s leading suppliers of automated storage and retrieval solutions.
Callout planning for more than 200 service technicians and mobile handling of customer service callouts and reports with the Coresystems Field Service (now: SAP FSM), which is fully integrated with the SAP ERP system.
“We have already managed to cut the time between providing the service and sending the invoice from several weeks to six days on average for more than 50% of customer service callouts.”
– Andreas Heinz, Head of IT, Kardex Remstar Group.
Mobile Callout Reports from Service Technicians
WOLFFKRAN stands for experience and competence in the design, construction and use of tower cranes. With its innovative technology and know-how, the company has significantly contributed to the rapid developments in the field of material handling to date.
Hence, the Service technicians at Wolffkran use the Coresystems service solution (now: SAP FSM) for their callout reports. Service reports on paper are a thing of the past. The reports are written directly in the app so there is no longer any need for back office staff to retype them which means there are fewer errors and the turnaround time from reporting to invoicing has been reduced.
“Everyone has been convinced by this cost-efficient and innovative solution, which is the first step towards business mobilization and accelerated SAP ECC processes”
– Andreas Berg, CIO at WOLFFKRAN