Where: A large hard services supplier operating in Baden Wuerttemberg, Southern Germany.
When: In operation during normal hours plus 24/7 emergency services; serving over 2,000 customers throughout the state.
Who: The CEO needed a system to manage complex scheduling, track asset maintenance, track material and people costs in a complex hard service environment. A comprehensive system to manage stock flow from stores to Engineers' vehicles and at customer sites. A full sales, invoicing, work management and billing system to very precise customer needs. Also an online portal for customers to track the service delivery, asset management and billing. The system required interfaces to the Financial Reporting system and real-time telemetry. All field force activity was managed through a tailored handheld UI including scheduling, route planning, material and asset management -- all UIs in German natürlich.
With whom: Over two thousand customers, mainly in the retail and manufacturing sector, operating under demanding, mission critical SLA contracts.
Does: An end-to-end Service Contract management, including asset and service fulfilment, scheduling, work management and complex billing based on time rules, materials used/assets delivered v. contract, service types. Role oriented Dashboards track all events and produce quality and performance reports.
How much effort: The system was delivered within 12 weeks -- in the German language -- using i2s Designers to configure the system using TheEngineeringPlatform™ toolset. Localization was done using a specialist agency in Cologne.
Why use i2s: The alternative was to use a number of disparate Off The Shelf packages whereby the customer would make big comprises requiring changing the company structure and strategy to suit the software companies. TheEngineeringPlatform™ toolset was used to maintain the customer's successful service delivery and efficiency strategy. The tried and tested customer workflows were maintained while attaining high speed of software delivery and low software configuration costs -- without compromises to the customer service delivery strategy.
What for: To provide comprehensive control and visibility of the full service end-to-end, including customer portals for collaboration, supervision and reporting.
Method: i2s Designers met with the business, analysed the requirements in detail over a 15 day period using incremental requirements definition progressions. Thereafter, the configuration was designed by i2s Specialists using the toolset. In parallel, the localization was organised. The system was configured using weekly client visibility sessions. With the project on track, the configurations were delivered and signed off. In parallel, training artefacts were delivered to the customer and rolled out where possible (in German). Final training was completed in the last week and the system was rolled out -- within 12 weeks for this particularly complex and comprehensive application.