Success Story: DESMA's experience with SAP & SYBIT

The challenge

Different Excel spreadsheets, long throughput times, service logs on paper: many technical managers are familiar with this daily work routine - like Andreas Brand. He took over technical service at DESMA three years ago and had an idea: apps instead of paper. Transparent processes instead of different reporting. Global collaboration at five locations instead of local thinking. “We also saw a lot of synergies with sales in the course of the project,” says Andreas Brand. DESMA therefore initially decided to introduce SAP CX Service and later SAP CX Sales.

The project

After eight months of the project, the first service technicians were working with SAP CX Service. The introduction was close to the standard, but flexible for the later implementation of other systems. The company primarily uses the field service functionalities in SAP CX Service, enabling its service technicians to work efficiently on site at the customer's premises. “Our specialist department is satisfied with the solution,” says Andreas Brand. The sales department can also use SAP CX Sales to optimize the development and maintenance of valuable personal customer relationships. Around 60 office staff and technicians in Germany and India are currently using the system - the aim is to make it available to 100 employees worldwide.