Wanzl and SYBIT successfully implement SAP FSM project
Comprehensive consulting strategy, transparent communication and customized solutions: Read how SYBIT was able to gain the trust of Wanzl GmbH and thus lay the foundation for a successful transformation of the service processes.
Wanzl, a leading global provider of shopping carts, store fittings and logistics solutions, places great value on excellent service. Wanzl's products are not simply sold, but customers are offered 360-degree service packages, including planning, installation, training and spare parts services. Many companies share Wanzl's challenge: to stand out from the competition by providing the best service while at the same time making the service area profitable.
This is where the collaboration with SYBIT began. The aim was to digitize and optimize the complex and partly still paper-based service processes and integrate them end-to-end into the company's overall processes. The goal: to lay the digital foundation for seamless and highly efficient processing of all service cases.
- Project objective: Digitalization and optimization of complex service processes, integration of end-to-end processes.
- Challenge: Seamless integration of ticket and service processes into the existing ERP systems, increasing transparency and control over service processes.
- Consulting approach: Comprehensive analysis and optimization of existing processes, transparent communication and strict quality management.
SYBIT's consulting approach creates a basis of trust
Wanzl was looking for a partner who could not only penetrate its own business, but who would also impress with a transparent approach and comprehensive quality management. Right from the start, SYBIT relied on a thorough consulting phase in which Wanzl's topics and processes were sorted, optimized and the requirements from the business were analyzed in terms of feasibility and profitability. This value-oriented consultation formed the basis for a customized solution that not only met the technical requirements, but also took Wanzl's specific business needs into account. In particular, however, this phase was decisive for the cooperation, which is based entirely on mutual trust. This created a successful basis for mutual development and innovation.
Sybit's transparent and open communication convinced us right from the start. They have shown that they really understand what they are doing.
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From ticket to technician: the technology behind the end-to-end service processes
From a technical perspective, the jointly developed solution involved the introduction of SAP Field Service Management (FSM) and integration with SAP Sales Cloud, SAP Service Cloud and SAP ERP. A particular challenge was the integration of ticket and service processes via the ERP system. This included the automation of notifications, service orders and the integration of an external document management system.
An example
The integrated interaction of the solutions now enables end-to-end processes:
- Reporting a service case: A customer reports a problem, for example with a shopping cart.
- Ticket creation: A ticket is created in the system and relevant data is added.
- CS notification and service order: A CS notification is generated from the ticket in the ERP system, from which a service order is created.
- Spare parts management: If necessary, spare parts are integrated into the order and the ordering process is initiated.
- FSM planning: The service order is automatically planned in the FSM system and assigned to an external service partner.
- On-site service: The service partner repairs the shopping cart and reports back on the work carried out and the spare parts used.
- Feedback and billing: The feedback flows into the system, the customer is informed and the billing process is started.
Thanks to the seamless integration of these systems, Wanzl is now able to map its service processes completely digitally.
The introduction of the new systems was the right and necessary step for Wanzl's future viability. Thanks to SYBIT, we can now optimistically pursue the path to significantly more efficient processes and higher profitability in the entire service area, because together we have successfully created the digital basis for this.
Communication is the key
Wanzl and SYBIT shaped the digital transformation of the service processes thanks to agile, transparent and, above all, partnership-based collaboration at the highest level. This enabled the project to be completed on time, within budget and to the required quality standards. But this is by no means the end of the story: Wanzl has already set its sights on further phases, including the international roll-out of the new solutions.
“Working with SYBIT has shown us how important it is to have a partner who not only understands the technology, but also our business processes and the customer's needs. The transformation has definitely made us fit for the future,” summarizes Andreas Müller.
What do you think of Wanzl's experience with SAP & SYBIT?
Find out how Wanzl has optimized its digital processes and seamlessly integrated modern technologies by working with SAP and SYBIT. With customized solutions and strategic consulting, complex challenges were overcome and new standards for efficiency and innovation were set.
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Mail: sales@sybit.de
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