Within two years the consolidated solution developed by WSC experts was rolled out in seven European countries. Right from the beginning, it was important that the solution covered each country's specific requirements, yet set a universal standard for field service internationally.
The implementation of a uniform, transnational service concept crossing cultural and linguistic barriers created challenges for the whole project team. There were a multitude of inhomogeneous processes in the participating sales companies. Starting from whether orders were dispatched centrally, to the integration of external technicians, to how spare parts were replenished, there were many processes which needed to be standardized. Even new legal requirements, which were introduced during the project were successfully implemented. Thanks to well-defined workflows, clear division of responsibilities between the three project partners and solid budget planning, the project was a triumph despite the complicated (cost) structure.
The solution developed with the project partner Wessendorf Software & Consulting supports all the predecessor's functions and is directly integrated with the SAP system. It encompasses the complete process chain in customer service, from resource scheduling to order processing and invoicing to delivery processes and efficient spare parts management. A time and material confirmation including electronic signatures on the order document, was introduced in the process. Follow-up actions such as repeat visits and the triggering of new product sales are now also integrated through the mobile application iMAM. As well as processing orders and returns, the system put into effect by VELUX also displays delivery and picking lists and supports incoming goods confirmations and annual inventory management.