CASE STUDY / JOHNSON HEALTH TECH.
FIT FOR SERVICE WITH END-TO-END DIGITAL PROCESSES FOR AN EXCELLENT CUSTOMER EXPERIENCE
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Requirements:
- Introduction of a software-based appointment and route scheduling solution throughout Germany as well as a mobile solution for scheduling/customer service and field engineers
- Integration of the CRM system
- Short implementation phase and rapid go-live: (under 8 weeks)
- Reduction of costs through improved route scheduling: 25% less mileage (15% on average)
- Improved customer service thanks to valid information – based on real-time data
- More efficient processes and optimised interaction between office and field staff resulting from real-time information
- End-to-end digital process and data exchange: CRM – FLS VISITOUR – FLS MOBILE
Meet the organisation:
johnsonhealthtech.com
Johnson has been successfully producing and selling fitness equipment for private and commercial use for 43 years and is one of the largest fitness equipment manufacturers worldwide. The Johnson Health Tech. family includes eight independent brands with an extensive portfolio.
When it comes to equipping a private home gym or a state-of-the-art multi-user gym, Johnson Health Tech. provides solutions for every level of fitness and budget. The premier brand MATRIX as well as the Horizon and Vision Fitness brands for premium end customers are distributed from the company’s site in Frechen – Germany. Johnson’s global network consists of manufacturing facilities in Shanghai and Taiwan as well as research and development centers in North America, Shanghai, and Taiwan. Further, Johnson has a global network of 26 subsidiaries with a service network spanning 60 countries.
When it comes to equipping a private home gym or a state-of-the-art multi-user gym, Johnson Health Tech. provides solutions for every level of fitness and budget. The premier brand MATRIX as well as the Horizon and Vision Fitness brands for premium end customers are distributed from the company’s site in Frechen – Germany. Johnson’s global network consists of manufacturing facilities in Shanghai and Taiwan as well as research and development centers in North America, Shanghai, and Taiwan. Further, Johnson has a global network of 26 subsidiaries with a service network spanning 60 countries.
THE CHALLENGE
Johnson Health Tech. GmbH was looking for a professional appointment and route scheduling solution for its field engineer deployments. The focus was on fast and effective real-time scheduling in order to provide professional customer service with reliable service appointments. The goal was to replace Excel scheduling with an end-to-end digital solution and processes, thereby enabling real-time interaction between office and field staff for a better customer experience.
THE JOHNSON HEALTH TECH. CASE STUDY PDF
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