LiSEC is digitally connecting its service teams with Innosoft — worldwide
When service technicians are working all over the world, planning, documentation, and communication must run smoothly. That’s why the Austrian plant manufacturer LiSEC has replaced its previous systems and now relies on Innosoft’s Field Service Management solutions. With this decision, the internationally active machine manufacturer took a decisive step toward digitizing and standardizing its global service processes.
From Necessity to Strategic Decision
“Around 2022, we were confronted with the problem that our old system was no longer being maintained. The manufacturer had disappeared from the market,” recalls Daniel Windhager, Team Lead for IT Applications at LiSEC. “Sooner or later, this was going to be a security issue — there were no updates, no new features.”
At first, LiSEC tried to integrate the entire field service division into one of its existing core systems. But that quickly proved to be a dead end. “That software was designed for traditional service technicians who visit multiple customers in a day — it’s different for us,” explains Windhager. “Our technicians are often on site with a single customer for weeks or months. That was very difficult to model in that system.”
After several rounds of evaluation, LiSEC finally chose Innosoft. “The deciding factor was that Innosoft understands the requirements of the machine-building industry. We immediately realized that a lot was already available out of the box,” explains Daniel Windhager. “Especially with complex service structures in machine building, experience with industry-specific processes plays a major role — and that’s where Innosoft really stood out.”