As a company providing services in a domain where the functioning of cold installations and equipment must be 100% up-time, Erromed was being challenged by the management of resources necessary for service and maintenance activities which had to be delivered just in time, as much as possible.
This requires an integrated approach of service and assistance processes, through a software system which covers complete communication and cooperation, from receiving a request (opening a ticket) to the ticket closure through a work report – respectively, the centralisation in a monthly estimate for the activities connected to service contracts.
The first step was a total inventory of equipment under service contract with various beneficiaries. In order to accomplish this, we used the equipment management tool in Ascent ERP, where we could generate labels with a unique identification series for the equipment – a barcode. Through field work, as well as through the company’s own service teams and through partners, the equipment was labelled in such a way, that in every beneficiary location (mostly consisting of retail work points – supermarkets across the country), the complete list of equipment and their direct location is known from within the system.
When the client requests an intervention, by telephone or email, the service dispatcher from the headquarters opens a ticket, which is associated in the ERP database with the equipment code, with the beneficiary workpoint and with the seeming malfunction indicated by the client. The dispatcher can select among the service partners team the one available the closest to the beneficiary’s location and allocated the ticket, updating its status to “in progress”.
Once the ticket is assigned, the content of the request and the details of the assigned team can be automatically communicated by email to the address associated with the client’s workpoint, respectively, to the partner or own service team. From this moment on, the intervention is phased within the system through the mobile application accessible on tablet. Thus, the service technician marks the check-in event – entering the beneficiary’s location, by selecting it from a list of assigned tickets.
In the mobile app interface, the service technician identifies the exact equipment, then, after determining the cause of the malfunction and its inherent solution, he selects from within the work report the provided workmanship (from a preset service operation nomenclature) and the materials used. (…)