Innovation and concrete. This is the DNA of Putzmeister, one of the world's leading manufacturers of concrete pumps. In order to provide an innovative, smooth and efficient customer experience, the company modernized and optimized its after-sales activities. The challenge lay in the previous service process. “Although we worked with SAP at all seven service locations in Germany, we had local peculiarities in the process itself,” says Bernhard Urban, Head of Customer Service Germany at Putzmeister. The service process was not stringent and had media discontinuities. “For example, we generated a lot of paper outside the system using manual tools in order to find the loop back into the system. We have always been very strong in field data collection, with all the pitfalls of manual recording, but then virtually buried the data in pdf files”.

The project  

To ensure competitiveness, keep up with the latest technology and set standards for an international service process, Putzmeister opted for a modern, innovative and digital tool for schedulers and technicians. The requirements were clear: a better connection to mobile devices, more efficient deployment planning, optimization of technician assignments and overall leaner and simpler processes.

  • Digitalization of the field service process including service report
  • Making the inspection logs usable
  • Acceleration and digitalization of workshop management
  • Mapping of complex service reports including pre-filling from SAP ERP and post-processing
  • Feedback on times, materials used and expenses via the mobile app
  • Integration in SAP CS via the Proaxia Connector
  • Implementation of various checklists for inspection,
  • maintenance and commissioning

The result

1. high user acceptance: Modern interfaces, mobile access, a better overview - the feedback from the service technicians after the introduction was positive - also because extensive testing was carried out in advance.

2. better service reports: The quality of the service reports has improved significantly. “We now have data available in a standardized digital format and not in a dead PDF attached to some machine history,” reports Bernhard Urban.

3. less manual effort: There were many manual interfaces where colleagues from the back office had to enter data from the service reports into the system. All this data is now automatically available in digital form without any delays.

4. faster resolution of customer problems:  Machine data, operating hours, error quotes: Data that can be retrieved quickly and easily and optimizes service for customers. The invoicing process has also been optimized so that customers receive their invoices more quickly after completing an order.

Jennifer Bertsche

What can you learn from Putzmeister's experience with SAP and SYBIT ?

Are you, like Putzmeister, looking for a way to digitalize and streamline your service processes? With our extensive experience in SAP Field Service Management, we help you optimize your operations and provide the best possible support for your technicians on site. Together, we will develop a customized solution that sustainably improves your service quality.

Contact us for personalized consultation:

Mail: sales@sybit.de
Tel.: +49 7732 9508-2000

Jennifer Bertsche, Business Development
Contact now