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Service Management FSM - Coupling proALPHA - Innosoft

A well-known manufacturer of bakery machines and systems would like to expand and optimize its national and international service business. This involves optimizing the service organization, the service processes and the available IT systems. An important cornerstone is the optimization of deployment planning for fitters and service technicians. Another important point is the prompt and accurate invoicing of materials and time based on mobile data collection in the field.

Client:
DIOSNA Dierks & Söhne GmbH
Manufacturer of bakery machines and equipment
> 250 employees

Industry:
Bakery machine construction

Topic:
Service management, deployment planning, maintenance contracts, new commissioning, service contracts, ERP linking

Situation:
The company uses the standard ERP software proALPHA. As the service module of the ERP standard could not fulfill the requirements to the desired extent, the company opted for the service management system (Field Service Management - FSM) from the company Innosoft was chosen. DLP was commissioned to develop the interface between proALPHA and Innosoft. With the help of a team consisting of proALPHA consultants, proALPHA and Innosoft developers, the bidirectional interface was successfully delivered and implemented within the project framework in accordance with the specifications, i.e. requirements and functional specifications.

Goals:

  • Increase sales and earnings in the service area
  • Improving the scheduling of fitters and service technicians
  • Prompt mobile recording and feedback of hours worked and materials used
  • Data consistency between proALPHA and Innosoft
  • Standardized invoicing of services within the group, especially for major customers

DLP services:

  • Service-side analysis and conception of the proALPHA and Innosoft side
  • Creation of the specifications for the proALPHA side, coordination with the Innosoft side
  • Realization of the bidirectional interface between proALPHA and Innosoft
  • Mapping of master data (e.g. addresses, contact persons, machines, material, etc.)
  • Mapping of transaction data/processes (new commissioning, service contracts, e.g. maintenance, fault rectification, conversions)
  • Mapping of maintenance contracts (cyclically recurring maintenance and servicing tasks including confirmations, assignments, documents, etc.)
  • Mapping of further functionalities
  • Implementation of user tests, briefings, commissioning, go-live.

Result:

  • the service-side requirements can be realized 1:1 with the help of the Innosoft solution
  • Up-to-date planning basis and greater transparency in the context of service deployment planning
  • Prompt feedback and invoicing of service assignments to the customer
  • greater adherence to schedules, higher customer satisfaction and thus stronger customer loyalty
  • A consistent machine file and history enables more proactive service
  • Prerequisites for the systematic expansion and gradual optimization of the service business.
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