CASE STUDY / JOHNSON HEALTH TECHNOLOGIES - MEDICAL DEVICES & HEALTHCARE TECHNOLOGY
END-TO-END DIGITAL SERVICE PROCESSES FOR AN EXCELLENT CUSTOMER EXPERIENCE
The Johnson Group has developed and sold science-based fitness equipment for private and commercial use for over 45 years. It is one of the largest fitness and training equipment manufacturers in the world. The Johnson Health Technologies family includes eight independent brands, with solutions ranging from high-tech cardio equipment to space planning, installation, and ongoing field service.
The results:
- 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 workflows and data exchange: CRM – FLS VISITOUR – FLS MOBILE
How Johnson Health Technologies has achieved success:
The challenges:
- Introduction of a software-based appointment and route scheduling solution to cover the whole of the country
- Mobile solution linked to schedulers for improved customer service and to improve paperless tools in the field
- Integration to the existing Dynamics CRM system
- Short implementation phase and rapid go-live: (under 8 weeks)
Johnson Health Tech has a global network of 26 subsidiaries with a service network spanning 60 countries. When it comes to equipping a gym or a state-of-the-art fitness facility, they provide solutions for every level of fitness and budget. The premium brand MATRIX is found in homes and membership clubs, with Horizon and Vision Fitness connected systems designed for hotels and apartment complexes. 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.
THE PROJECT:
THE INITIAL REQUIREMENT: OPTIMISE FIELD ENGINEER DEPLOYMENT
Johnson Health Tech. arrived at the requirement for a professional appointment scheduling and route planning solution for its field engineer deployments. The focus was fast and effective real-time
scheduling in order to provide professional customer service
with reliable service appointments. The goal was to replace manual Excel
scheduling with an end-to-end digital solution and processes,
thereby enabling live interaction between planning offices and field operatives for transparent communication and a better working experience for both head office planners, appointment schedulers, and the field engineers.
The solution for route planning and dynamic optimisation in field service
Dynamic planning software FLS VISITOUR calculates the optimal planning for the day within seconds. You save an enormous amount of time and create error-free, highly efficient tours.
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
The difference: You can re-optimise tours at any time during the day at the push of a button if something changes. This means that even the most dynamic field service operation is no longer a problem. - Discover your potential now:
Realise your potential with FLS.
THE SOLUTION:
END-TO-END DIGITAL PROCESS WITH FLS VISITOUR AND FLS MOBILE
Johnson uses FLS VISITOUR to optimise appointment and route scheduling for field service operative deployments throughout Germany. Calls generated in the CRM are planned with already cost-optimised appointments produced and scheduled into complete tours within FLS VISITOUR. By optimising appointments into tours using embedded time-of-day route planning, the difference across the business is fast, with immediate improvements made to use of fuel and vehicles, field operative productivity and morale, plus the correct use of skills and spare parts for adherence to critical service SLAs. Further optimisation is possible with field operatives seamlessly connected via FLS MOBILE. This enables an end-to-end digital process and data exchange in real time.
This becomes critical when plans change in-shift, such as customer cancellations. Johnson can now re-optimise the entire workforce's activities in real-time, again with embedded routing, for the best possible outcomes. The project to improve deployments created the knock-on effects of enhancing the overall field service operation. Implementation was realised after the kick-off: Fast, lean, and smart. The time from project inception to go-live was less than 8 weeks.
This becomes critical when plans change in-shift, such as customer cancellations. Johnson can now re-optimise the entire workforce's activities in real-time, again with embedded routing, for the best possible outcomes. The project to improve deployments created the knock-on effects of enhancing the overall field service operation. Implementation was realised after the kick-off: Fast, lean, and smart. The time from project inception to go-live was less than 8 weeks.
THE RESULTS:
LIVE DATA FOR THE BEST ROUTES TO ENHANCED CUSTOMER JOURNEYS
Johnson has been able to sustainably reduce its costs through improved route planning and to reduce mileage by up to 25%, resulting in an average saving of 15%. Permanent synchronisation of the FLS VISITOUR and FLS MOBILE systems ensures centralised scheduling with real-time data that can always be incorporated into the continuously updated scheduling and routing.
Furthermore, real-time synchronisation guarantees field operatives access to reliable, paperless CRM data for their scheduled working day and appointments to provide customers with valid on-site information. Both domestic and commercial customers can follow the progress of their appointment. This leads to more efficient end-to-end digital processes along with improved customer service scores and greater customer and employee satisfaction.
Furthermore, real-time synchronisation guarantees field operatives access to reliable, paperless CRM data for their scheduled working day and appointments to provide customers with valid on-site information. Both domestic and commercial customers can follow the progress of their appointment. This leads to more efficient end-to-end digital processes along with improved customer service scores and greater customer and employee satisfaction.
"We've managed to move away from Excel! Customer inquiries can now be assigned directly and we can give immediate feedback on the engineer's expected time of arrival. Any absences, e.g. due to illness, have already been considered. Compared to the previous method and processes, this is a huge advantage. This solution is easy to use – without any performance problems whatsoever."
Michael Hoffmann · IT Manager, Johnson Health TechThe results at a glance:
- Reduction of costs through improved route scheduling: 25% less mileage (15% on average)
- Mobile solution linked to schedulers for improved customer service and to improve paperless tools in the field
- Integration to the existing CRM system
- Short implementation phase and rapid go-live: (under 8 weeks)
WHERE IS YOUR OPTIMISATION POTENTIAL?
DISCOVER IT WITH FLS – FAST LEAN SMART
You too can make your field service management more efficient with FLS. With our solutions, our customers achieve optimisation results such as an average reduction of 20% in field service costs.
Choose the best way for you to get to know us:
Choose the best way for you to get to know us:
DEMO
DISCOVER THE FULL POTENTIAL OF DYNAMIC SOFTWARE FOR YOUR BUSINESS
Arrange an appointment to get to know our software - as a demo version or, if you wish, with your data.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.
Experience the unsurpassed performance of our PowerOpt algorithm live. We will show you how to optimise your field force and services, and realise cost savings of up to 50% in a short time.