Digitalization in Mechanical Engineering

Persona:
Michael Berger, Head of Aftersales at a serial machine manufacturer

Challenge:
Customers require quick access to spare parts, maintenance schedules, and service offerings. Manual processes and a lack of transparency strain customer retention. 

Solution:
Implementation of a customer portal with spare parts configurators, automated maintenance schedules, and easy booking of service packages. 

Persona:
Laura Klein, Project Manager for Special Machine Construction 

Challenge:
Highly customized machines require precise communication with customers and internally between sales and production. 

Solution:
Implementation of an omnichannel strategy to keep customers informed at all times about project status, delivery dates, and next steps. 

Persona:
Tobias Meier, Sales Manager of a medium-sized mechanical engineering company 

Challenge:
Delayed and inaccurate quotation preparation leads to customer losses. 

Solution:
Automation of quotation preparation with SAP CPQ, including guided selling and integration into CRM and ERP systems. 

Persona:
Stefan Gruber, Head of Digitalization at a global plant manufacturer 

Challenge:
IoT data is not being effectively utilized to enable proactive service. 

Solution:
Integration of IoT data into CX systems to implement predictive maintenance and data-driven service optimizations. 

Persona:
Claudia Wagner, Sales Manager at a global machinery and plant engineering company 

Challenge:
The sales management struggles with a lack of transparency regarding sales performance and an uneven workload distribution among employees. Additionally, precise forecasts are missing to secure long-term revenue. 

Solution:
Implementation of an AI-powered sales management platform with the following features: 

• Data-driven pipeline analysis: The platform identifies sales opportunities with a high likelihood of closing and provides accurate forecasts for the upcoming quarters. 

• Performance optimization: The AI analyzes the performance of each sales employee and suggests targeted actions, such as training or lead reassignment. 

• Resource management: Automated lead routing ensures an even workload distribution among sales employees and reduces idle times. 

• Strategic insights: AI provides real-time analyses of key customers and high-growth markets, enabling sales management to prioritize resources effectively. 

Result: 

• Improved transparency: Claudia Wagner gains a clear overview of all sales activities and can make data-driven decisions. 

• Higher efficiency: Optimized resource utilization increases the win rate and improves team performance. 

• Long-term planning security: The accurate revenue forecasts enable sound strategic planning. 

Persona:
Peter Müller, team leader for service technology at a medium-sized plant engineering company 

Challenge:
The technicians spend too much time searching for technical information, manually documenting tasks, and dealing with unclear deployment schedules. This leads to delays and reduced efficiency. 

Solution:
Implementation of a mobile Field Service Management app with the following features: 

• Centralized Access: Service technicians can access technical documentation, maintenance histories, and spare part availability at any time. 

• Deployment Planning: Digital tools enable optimized route and deployment planning, reducing unnecessary trips and wait times. 

• Digital Documentation: Reports and photos can be captured directly in the app and synchronized with the central system. 

Result: 

• Improved Efficiency: Technicians can work faster and more accurately. 

• Error Reduction: Digital capture minimizes errors and simplifies follow-up processing. 

• Increased Customer Satisfaction: Quick and precise deployments strengthen customer loyalty and trust in the service.