Digi­tal ser­vice world­wi­de — 12th Inno­soft User Day

Digi­tal ser­vice world­wi­de — 12th Inno­soft User Day

The Users’ Day of Inno­soft GmbH from Dort­mund has a solid place in the agen­das of ser­vice mana­gers from the field of mecha­ni­cal and plant engi­nee­ring and rela­ted indus­tries. The rea­son for this is that inno­va­ti­ve ser­vice solu­ti­ons are pre­sen­ted here from a prac­ti­cal point of view. Dele­ga­tes from com­pa­nies descri­be how they design their ser­vice in prac­ti­ce and what tools they use to do so. One trend can be iden­ti­fied: It is moving away from local­ly instal­led soft­ware and towards web-based solu­ti­ons that are always avail­ab­le. Inno­soft has deve­lo­ped its port­fo­lio in this direc­tion in recent years.

Pas­cal Strie­big has been working with Inno­soft sin­ce 2001, the Dort­mund company’s app­li­ca­ti­ons are rol­led out world­wi­de at Roma­co Phar­ma­tech­nik GmbH. The Cus­to­mer Manage­ment from Inno­soft is used, and the Ticket Sys­tem deter­mi­nes the pro­cess flow. The Resour­ce Plan­ning modu­le is also used. A total of 60 employees at Roma­co work with soft­ware from Inno­soft, inclu­ding the Docu­ment Mana­ger, the Mobi­le Field Ser­vice modu­le and the Pho­ne Cent­re add-on. “Our chal­len­ge was that due to the inter­na­tio­nal struc­tu­re we had to face high cos­ts for ser­vice calls. Our data comes from many dif­fe­rent sources. We had to sol­ve this chal­len­ge,” exp­lai­ned Pas­cal Strie­big. What he appre­cia­tes about the Inno­soft modu­les is that they can be adap­ted individually.

Pascal Striebig from Romaco reported from 17 years of experience with Innosoft
Pas­cal Strie­big from Roma­co repor­ted from 17 years of expe­ri­ence with Innosoft 

Among other things, this also hel­ps with a new pro­ject: in order to sup­port cus­to­mers in sol­ving pro­blems, Roma­co has been using Head Moun­ted Dis­play app­li­ca­ti­ons, i.e. spe­cial data glas­ses for around five years. “Sin­ce the mar­ket couldn’t offer sui­ta­ble hard­ware, we deve­lo­ped our own glas­ses.” They weigh 80 grams and enab­le an audio and video con­nec­tion with the in-house ser­vice staff. The cus­to­mer machi­nes are net­wor­ked and set up their own WLAN. The data glas­ses con­nect to the ser­ver via this. “Inno­soft comes into play when a machi­ne trig­gers an alarm or an alarm but­ton is pres­sed. Then an Inno­soft ticket appears with all the data nee­ded: What is the machine’s sta­tus, when was the last main­ten­an­ce and much more.” His visi­on is: “We want to pro­vi­de our hot­line staff with all the infor­ma­ti­on they need so that they can help per­fect­ly. This is what we mean by smart hot­liners. And that’s what we do with Innosoft.”

Cus­to­mer por­tal for inspec­tion reports

Boris Amann from Pfei­fer Seil- & Hebe­tech­nik GmbH pre­sen­ted a cus­to­mer por­tal for inspec­tion reports as part of the Ser­vice Manage­ment Sys­tem. “Our ser­vice con­sists of work equip­ment tes­ting, instal­la­ti­on of rope sys­tems such as fall pro­tec­tion sys­tems, repairs to pro­ducts, main­ten­an­ce, the ren­tal busi­ness and the spa­re parts ser­vice. The Inno­soft solu­ti­on is used to sche­du­le 85 tech­ni­ci­ans and 55 vehi­cles in Euro­pe”. The goal: The ser­vice tech­ni­ci­ans should be uti­li­zed at maxi­mum avai­la­bi­li­ty. “It’s all about sen­si­ble rou­te plan­ning and kee­ping set­up cos­ts low.” In addi­ti­on, the Pfei­fer ser­vice cen­ters should keep the cycle time low.

The trick to sche­du­ling the ser­vice tech­ni­ci­ans is that alt­hough the work equip­ment tests are requi­red by law, the­re is no lon­ger a fixed cycle. The tech­ni­ci­ans can the­re­fo­re be deploy­ed more fle­xi­b­ly. This is how the inspec­tion ser­vice works: The mas­ter data comes from Inno­soft, the inspec­tion date main­ten­an­ce is stored in the cus­to­mer mas­ter data­ba­se. The mon­th­ly plan­ning of due inspec­tions is based on this. From the offer to the order, all steps are car­ri­ed out via the Inno­soft modu­le Sales Manage­ment and resub­mis­si­on. The data is sent from the cen­tral data­ba­se to the Mobi­le Field Ser­vice. “With this opti­mi­zed plan­ning, we achie­ve an opti­mal capa­ci­ty uti­liz­a­ti­on as well as a reduc­tion of set­up cos­ts,” said Boris Amann.

Via the Mobi­le Field Ser­vice modu­le, tech­ni­ci­ans recei­ve a data packa­ge and record all rele­vant data for the inspec­tion in paper­less form: machi­nes with uni­que num­bers, inspec­tion date, spa­re parts, hours worked and pho­tos. The machi­ne histo­ry can be view­ed by every ser­vice tech­ni­ci­an at every tes­ting sta­ti­on. Cer­ti­fi­ca­tes and test reports are avail­ab­le as PDF, excel sheet or on paper in list form – depen­ding on the customer’s requi­re­ments. “New is that cus­to­mers also have a con­nec­tion to the ser­ver. This means that work equip­ment manage­ment can be car­ri­ed out digi­tal­ly, with pro­ducts being mana­ged and new­ly recorded.”

Digi­tal Forms worldwide

ESAB Wel­ding & Cut­ting GmbH has been using Inno­soft sin­ce 2003. “We star­ted with the Resour­ce Plan­ning, later we added Report Gene­ra­tor and GeoMap. Sin­ce 2015, we have been working with Inno­soft throughout Euro­pe and the USA – and incre­a­singly on the web,” said Chris­toph Krebs of ESAB. “We swit­ched to Inno­soft becau­se we were loo­king for a solu­ti­on to the pro­blem that every tech­ni­ci­an worked with count­less forms and had to fill out various forms by hand; the cus­to­mer ser­vice accoun­ting, for examp­le, or the time record­ing and tra­vel report.” As a result, all back-office data had to be che­cked and ent­e­red manu­al­ly. “Today ever­ything is recor­ded in Inno­soft, quo­ta­ti­ons can be gene­ra­ted direct­ly from the app­li­ca­ti­on. We work with a pro­cess that is the same in all coun­tries. The web modu­le acce­le­ra­tes the pro­ces­ses: KPI reports, for examp­le, are crea­ted with three clicks.”

Plan­ning all sites worldwide

The aim of Chris­ti­an Hus­ter of Cope­ri­on GmbH was to be able to plan, coor­di­na­te and visua­li­ze all the company’s sites world­wi­de with the Inno­soft modu­les Resour­ce Plan­ning and Mobi­le Field Ser­vice. Sin­ce then, the­re have been glo­bal­ly stan­dar­di­zed time she­ets across the group. “The cen­tral Inno­soft instal­la­ti­on enab­les us to plan con­sist­ent­ly and to deter­mi­ne the day and night expen­ses. The release work­flow is paper­less and auto­ma­ted, manu­al trans­mis­si­on is no lon­ger necessa­ry thanks to the interfaces”.

A fur­ther advan­ta­ge: Expen­ses are auto­ma­ti­cal­ly cal­cu­la­ted depen­ding on the coun­try; man­da­to­ry fiel­ds faci­li­ta­te the ent­ry. The pay­roll can be quick­ly che­cked and appro­ved. Paper records are scan­ned or pho­to­gra­phed, ori­gi­nals are then no lon­ger requi­red. Ano­t­her exci­ting fea­ture: Inci­dents on the con­struc­tion site can be ent­e­red so that a risk assess­ment can be for­mu­la­ted using the eva­lua­ti­on. “At pre­sent, 13 loca­ti­ons are working with the Resour­ce Plan­ning, all 200 tech­ni­ci­ans are dis­play­ed and can be view­ed. With SAP, Mapics and GSS, three inter­faces are ope­ra­ted, which sim­pli­fies com­mu­ni­ca­ti­on and work­flow,” said Chris­ti­an Huster.

Digi­tal workflow

The digi­tal work­flow is also one of the main posi­ti­ve effects of using Inno­soft in ser­vice manage­ment at Schuler Pres­sen GmbH. “Cus­to­mers recei­ve their infor­ma­ti­on in digi­tal form, and intern­al­ly we have more trans­pa­ren­cy when chan­ging orders and log­ging chan­ges,” exp­lai­ned Roman Denys of Schuler Pres­sen. “We wan­ted to make our pro­ces­ses paper­less, and thanks to Inno­soft we have achie­ved this”. Sin­ce 2005, the com­pa­ny has been working with the modu­le Resour­ce Plan­ning, now in the web ver­si­on. “The switch to the Web has advan­ta­ges in an inter­na­tio­nal con­text as well,” he said. Also in use at Schuler: GeoMap Web and Sta­tis­tik Web, “a very important tool, for examp­le for capa­ci­ty planning.

Boris Amann from Pfeifer presented a customer portal for inspection reports
Boris Amann from Pfei­fer pre­sen­ted a cus­to­mer por­tal for inspec­tion reports 

In addi­ti­on to the prac­ti­cal pre­sen­ta­ti­ons, the orga­ni­zers had allo­wed time to pre­sent new deve­lo­p­ments in the Inno­soft modu­le land­s­cape. Lukas Offer­haus announ­ced that Inno­soft solu­ti­ons will con­ti­nue to deve­lop in the direc­tion of web and mobi­le. The topic of arti­fi­cial intel­li­gence will also play an incre­a­singly important role here – Inno­soft pre­sen­ted a coope­ra­ti­on with Ser­vice Mate GmbH. The User Day ended with a con­tri­bu­ti­on by Mar­co Hus­mann from FIR e. V. at the RWTH Aachen Uni­ver­si­ty, who exp­lai­ned the app­li­ca­ti­on pos­si­bi­li­ties of DIN SPEC 77007 “Lean Ser­vices” in more detail. He poin­ted out that the DIN SPEC con­tains a descrip­ti­on of the Lean Ser­vices princi­ples as well as a com­pre­hen­si­ve collec­tion of methods and is avail­ab­le free of char­ge from Beuth Verlag.