Wilhelm Böllhoff GmbH & Co. KG relies on Innosoft for scheduling and service management
As internationally active service organizations grow, so do the demands on planning, transparency, and collaboration. Wilhelm Böllhoff GmbH & Co. KG has therefore systematically digitized its service processes—and has relied on Innosoft’s solutions for many years. Today, the system serves as the central platform for dispatch planning, service processing, and mobile processes in technical service.
From an Excel-Based Planning Process to a Central Service Platform
For Böllhoff, the starting point for implementing Innosoft was field service scheduling. Until around 2014–2015, service calls were still scheduled using Excel. “At some point, that was no longer practical,” recalls Alexander Ferber, Head of After-Sales at Böllhoff. “Mainly because only one person could work on the file at a time.”
The company therefore sought a professional solution that would enable transparent and collaborative planning. Following a market analysis and a visit to an Innosoft event, the decision was made in favor of Innosoft’s Field Service Management solution.
In the first phase, Böllhoff focused exclusively on dispatch planning. It wasn’t until several years later that the solution was expanded to include full service processing. Previously, planning and service processes had run in parallel in different systems. “Back then, we used a separate sales information system for service processing and Innosoft only for scheduling,” explains Ferber. “At some point, we merged the two—and that was a major step forward.” The integration eliminated the need for duplicate data entry and manual transfers between different applications. Today, information is available centrally and can be processed directly.