Unclouded bright spots with SAP CS

With over 3400 employees and a turnover of almost 419 million euros, Warema Renk-hoff is the European market leader for technical sun protection solutions. At the beginning of 2013, the family-owned company with its 30 production and sales locations worldwide decided to replace its paper-based order processing with a digital solution. Instead of using Outlook, scheduling was to be carried out via a central workforce management system.Management-system can be controlled.

The focus was on differentiation from the competition through improved service. Decisive criteria for the selection of the planning tool were the connection to SAP CS, the functionality of the solution as well as the user-friendliness. The individualization options, further product development and convincing references played an important role in the mobile solution.

In February 2014, the decision was made in favor of MobileX-Dispatch, the solution for graphical dispatch planning, and MobileX-MIP for Field Service for connecting service technicians.

The right service technician for every job

In the spring of 2014, the Implementation of the two solutions in Germany. Dispatchers plan and now control the nationwide assignments of the service technicians centrally from the headquarters in Marktheidenfeld. In addition, they are responsible for customer contact, order acceptance, work preparation, ordering materials, and checking feedback.

The graphical resource planning in Dispatch shows dispatchers all resources as well as SAP CS orders clearly in a Gantt chart and as a map display. Based on the order type and the respective business transaction, MobileX-Dispatch determines the "preferred Technician".

The slot search function can also be used to identify several suitable colleagues for a job at the same time, if more complex assembly or repair work is involved. In addition, the dispatchers can also set weekly tours for the service technicians. planwhen commissioning jobs lasting several days or jobs without a return trip to the site are on the agenda. After a short training session, the service technicians have been working with the mobile solution MIP for Field Service since May 2015. They receive the orders on their laptop in the mobile client after being assigned by the dispatcher.

This means they can start their first assignment in the morning directly from home. Even in regions with weak reception - i.e. offline - they can access all job data, such as documents or the service history, and carry out feedback. As soon as the connection is restored, the Data transmission automatically in the background.

After their deployment on site, the service technicians create their service reports at the push of a button. These can be modular and consist of time, travel or other services as well as material consumption. To improve the Quality the service technicians select a fault code from a catalog that defines the affected component and the cause.

The start-stop automatic determines the start and end of a job by the respective status change for the time feedback.

The completed service report is signed by the Customer on the touchscreen. MIP for Field Service automatically transmits the confirmations and service reports to the back office. Before posting in SAP CS, the back office checks the confirmations in the MobileX release monitor and creates a debit memo request to invoice the services.

Process optimization for the customer

"The introduction of the Mobile WorkforceManagement-system has helped us to align the processes to the needs of our Customers align and thus the Quality of our Customer service significantly."

Looking Ahead

After migrating to version 5.0 of the Mobile WorkforceManagement-Suite in September 2016, the rollout of the solution to further target markets is also planned.