Transform your customer service into a driver of innovation: with end-to-end processes, AI support, and modern technology – implemented with sound consulting. In an increasingly connected world, customers expect more than just a quick response – they demand a consistent, reliable, and transparent service experience. At the same time, the pressure on service teams is growing: increasing complexity, a shortage of skilled workers, and the need for rapid response times pose significant challenges for many companies. With the right digital solutions – and a well-thought-out consulting approach – you can strategically advance your service. We are here to support you.
Challenges in Service – and What Needs to Change
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Between Expectation and Reality: What Concerns Service Managers Today
- Fragmented processes without a clear end-to-end structure
- Breaks in communication and isolated IT systems
- Lack of consistent transparency regarding customer history, contracts, machines, or deployments
- Limited deployment options for technicians
- Lack of self-service for customers
- Unclear feedback processes after deployments or complaints
- Manual, error-prone ticket processing
- Low utilization of AI or predictive maintenance, despite existing potential
In short: Service is often still understood as a reactive function – yet this is precisely where the potential for new business models, additional revenue streams, and long-term customer loyalty lies.
These companies have successfully mastered the challenges with us
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Wanzl was able to address the challenges in service through comprehensive digitization and optimization of service processes in collaboration with SYBIT. This included the implementation of SAP Field Service Management (FSM) and integration into the SAP Sales Cloud, SAP Service Cloud, and SAP ERP to enable seamless end-to-end processes. Particular focus was placed on the automation of notifications, service orders, and spare parts processes, as well as the integration of an external document management system.
SYBIT relied on transparent communication, thorough analysis and optimization of existing processes, and strict quality management. This value-oriented consulting delivered a tailored solution that met both Wanzl's technical requirements and business needs. Through close collaboration and an agile approach, the project goals of increased efficiency and profitability were successfully achieved.
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The introduction of the new systems was the right and also necessary step for Wanzl's future viability. Thanks to SYBIT, we can now optimistically move towards significantly more efficient processes and higher profitability in the entire service sector because together we have successfully created the digital foundation for it.
Andreas Schröder
Vice President After Market & Service Germany at Wanzl.
Typical reservations - and our response
“Our service processes are too individual.”
Standardized tools alone are not enough - we rely on consulting, tailor-made solutions and flexible extensions.
“Our technicians don't want any new systems.”
Digital solutions must make everyday life easier. We ensure that they do just that - through intuitive interfaces, mobile use and sensible automation.
“That doesn't fit into our existing IT landscape.”
We think in terms of end-to-end processes and integrate solutions seamlessly into your existing system landscape, whether SAP ECC, S/4HANA or third-party systems.
“AI? That's for large corporations - we're not that far along.”
Artificial intelligence has long been used in practice - e.g. for ticket routing, incident classification or knowledge databases. Together, we start where it makes sense for you.
“It takes years and is expensive.”
Our consulting approaches start lean, pilotable and measurable. This produces quick results - and is also convincing internally.
Our consulting approach: CX Service Excellence
Digitizing service - with structure, strategy and technology
As a leading consultancy for customer experience, we support companies in the digital transformation of their customer service - professionally, technically and strategically. We do not view service processes in isolation, but as an integral part of the entire customer journey - from initial contact to long-term customer loyalty.
Our consulting services include:
- Analysis and redesign of your end-to-end service processes
- Implementation and optimization of the SAP Service Cloud V2 and SAP FSM
- Development of intelligent service portals with self-service functionalities
- Creation of customized service applications based on SAP BTP
- Integration of AI-powered features such as automatic ticket routing or intelligent knowledge bases
- Introduction of predictive maintenance through IoT connectivity
- Conceptualization of digital spare parts shops and after-sales strategies
- Implementation of new service business models
We accompany you from the strategic vision to operational implementation – technology-neutral, customer-oriented, and with extensive experience in machinery and plant engineering, manufacturing, and the high-tech sector.
More Value Creation
Through Smart Ticketing, Portals, and Digital Field Service
Leverage the latest digital tools like the SAP Service Cloud and SAP FSM to make your service processes smarter, more efficient, and more successful.
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10 % More income after the sale is possible
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50 % Reduction in processing time for services
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Higher customer satisfaction
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Broadening the business model
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Better results through company-wide transparency
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Increasing efficiency & productivity
Turn your service into a competitive advantage
Use the potential of digital technologies - without complexity, but with clear added value. We support you on the path to the service organization of tomorrow.
Mail: sales@sybit.de
Tel.: +49 7732 9508-2000