ServiceApp
Case study | HVAC device service
Company overview
The company is an authorized service and distribution partner of a leading Japanese air conditioner manufacturer. The company has been active since 2009, and it currently employs over 40 people. The company has a turnover of 15 million HRK.
Challenge
The company needed efficient and quality solutions for tracking work orders for services, warehouse stock, location of workers in the field with detailed reporting capabilities. One of the crucial needs for reporting were the warranty claims for the manufacturer. In addition, the solution had to be integrated into the existing systems so spare parts could be tracked.
Solution
The solution provided service process automation, device monitoring, and warehouse management.
Result
The result was complete and flexible monitoring and managing of service processes. The owners benefited from improved process visibility, and the costly manual processing and request entry were no longer needed.
Challenge
The company used manual inputs order to monitor its servicing process. The owners asked for detailed reporting on the servicing process so they could manage warranty claims, spare parts and device status. Reporting was done manually up to that point. The owners wanted to track the servicing process in real time so they could improve their business efficiency. There was also a problem with warehouse management. Spare parts were taken from the warehouse, but there would be no report on the use of these spare parts or their location afterwards. On the other hand, the owners were not aware of how long it took the workers to service a specific device.Solution
The company decided to implement Maidea ServiceApp as a basic business solution. Maidea implemented all of the ServiceApp features in order to provide maximum benefit to the company. ServiceApp provided insight into warehouse stock and the ability to manage it. The material overview can be obtained per warehouse and work orders, which also provided insight into the material currently located in a van or out in the field. Location monitoring is possible and an exact record of mounted material per location is kept.The service staff uses a ServiceApp module to locate spare parts which are then assigned to their personal warehouse within ServiceApp. They must then assign the spare parts to a work order, return them to the main warehouse or keep them for later use – but each spare part is tracked and monitored.
As each step of the process is automatically reported to the owners, there was no need for manual reporting, which was unnecessary up to that time.
