MHI builds packaging systems and ensures that they run smoothly. Planning and implementing service calls leads to a large volume of data: All customer information must be collected and assigned. Information management took place using Word and Excel - which caused serious restrictions in terms of transparency and completeness.
The existing infrastructure could not provide a solution
As the company required a more flexible solution to optimize service calls, MHI decided to use customized software. The intention was to take some of the burden away from the Service team, and support reporting. However, it was not possible to connect the software with the existing SAP system and the requirements for agile project planning were not met.
Condition monitoring requirement
MHI started to look for an integrated solution to simplify data management, streamline service processes and allow remote mapping of the services. Consistent display of service reports and processes was the goal. However, the system needed to be able to transfer the collected data to a superordinate ERP system, without the need for complicated interface programming. The condition monitoring approach also required the ability to map machine status, to allow early scheduling of potential service calls.
It did not take long for MHI to notice the Field Service Management (FSM) solution from Coresystems within the varied portfolio. The companies were already aware of one another, thanks to previous projects. The decision to go with Coresystems was not difficult to make. The ease of integration with SAP was an important factor. The FSM roll-out took place after a short test phase under live conditions.
MHI uses the Field Service Management solution from Coresystems to coordinate and control technician call appointments. The focus is on Knowledge Management - this allows the creation of checklists for job processing, which the technicians can access remotely by using the app. The app also allows working hours to be entered. The employees can also easily use pictures to document machine checks. This facilitates a smooth process for the service technician on the next call.
The introduction of the Coresystems Field Service Management solution was swiftly followed by some noticeable advances. MHI recorded improvements in corporate processes: The time required for a machine check was reduced from five to one or one-and-a-half days. This is a win-win situation for both MHI and customers, as service calls are now faster and cost less. The collection of all relevant data for quote creation has also become much more efficient. Previously, it took a whole day for MHI service employees to write a quote. It now takes just three to four hours to prepare a 50-page quote.