Technical details of the project

The aim of the project was to implement an end-to-end digital scheduling system in PWB GmbH's customer service department and thus significantly optimize the customer service process. With the introduction of Workforce as a replacement for the previous customer service module, the existing functions were expanded to include additionally required and long overdue features. For example, electronic forms, logs and documentation for digital reports had to be processed in paper form until then. This meant that individual process steps such as preparation, distribution, dispatch, allocation, digitization and archiving were not only time-consuming but also costly. 

With Workforce, office and field staff have immediate access to state-of-the-art tools: Taking into account a technician qualification matrix, a route-optimized driving zone as well as the necessary materials for the assignment to be planned, it is thus possible to enable fully digitalized customer service.

Customer benefits

Digital recording of all relevant customer service documents is required for seamless documentation and processing of the customer service process. Using a tablet, the PWB GmbH technicians keep track of all important documents (including legal-for-trade documents), route planning, and the geographic scale location. In addition, the material used is entered into the inventory management system, possible accounting documents are integrated, and all travel, work, and break times are recorded. 

After digital signature of the customer, the customer service report is transmitted to the office staff. All relevant documents are transferred and archived. As soon as the internal data transfer is complete, the customer receives a detailed service report.

The next stage of the project involved making the generated data (KPIs) available via a network in the sense of a further IOT device connection for a production system that is as trouble-free as possible. For the customer, this creates clear added value with regard to the topic of "TPM" (Total Productive Maintenance): The customer gains insight into the predictable maintenance cycles via a digital operating diary.