CASE STUDY / DIE MUGGERGITTERMACHER - INSTALLATION / PEST CONTROL
NEW IT LANDSCAPE AND SEAMLESS ROUTE PLANNING INTEGRATION CREATES A SERVICE CHAMPION
Die Muggergittermacher is a specialist manufacturer, installer, and ongoing service provider for premium insect screens and light well covers. More than 60 employees serve both specialist retailers and trades as well as end customers - with around 70 daily customer appointments for measurement, delivery, and installation.
By introducing a new IT landscape and a seamless integration of dynamic scheduling and route planning from FLS, the company has achieved the move from a production-orientated business to a service champion.
By introducing a new IT landscape and a seamless integration of dynamic scheduling and route planning from FLS, the company has achieved the move from a production-orientated business to a service champion.
The results:
- Holistic optimisation with complete reorganisation of scheduling and route planning
- Period from customer order to confirmation for installation from 31 to 0.5 days
- 80% reduction in route planning effort (from 10 to 2 working days per week)
- Massive reduction in overtime across many departments
- Excellent customer ratings: Digitalised, service-oriented and fast customer journey
How Die Muggergittermacher has achieved success:
The challenges:
- Scattered individual IT systems that were not integrated
- Massive data silos
- 100% manual planning in scheduling and route planning
- High level of overtime in all areas from production to scheduling to field service
- Long wait times for customers with no transparency regarding order progress and scheduling
Emerging in 1990 from a carpentry workshop, Spengler & Meyer GmbH, better known as Die Muggergittermacher, is a premium supplier of made-to-measure insect screens and light well covers. By introducing a new IT landscape and a seamless integration of dynamic scheduling and route planning from FLS - FAST LEAN SMART, the company has achieved the move from a production-orientated business to a service champion - with impressive figures and enthusiastic customers.
THE PROJECT:
PREVIOUS IT INFRASTRUCTURE DID NOT MATCH THE QUALITY OF THE PRODUCTS
As processes became increasingly complex and the business continued to grow, it was time for an innovative digitalisation project which would ultimately bring a 'paradigm shift' to the company. "We used to have a lot of scattered individual systems in use, from customer orders to incoming payments," explains Christian Mehringer, Project Manager at Die Muggergittermacher. "Nothing was integrated, with massive data silos and disruption."
Die Muggergittermacher engaged EWU IT at the end of 2020 to digitalise the customer journey. As a consultancy and implementation specialist, the FLS partner works particularly closely FLS' dynamic scheduling and route planning solutions. The first requirement: The time it takes from the customer's order to the notification of the installation date. The task: Improved scheduling to minimise the window and provide accurate transparency, so the customer knows immediately, at ordering, when they can expect their products for installation.
Ansgar Schmitz, Managing Director of EWU IT, recalls: "From a systems perspective, it was essentially about two goals. Firstly, to reduce the workload and increase efficiency in the back office and field service through optimised appointment planning and fully automated field scheduling. Secondly, to digitalise and automate all processes along the customer journey: Extremely ambitious goals. In order to achieve these, it meant no less than creating a standardised systems landscape and completely redesigning route planning capabilities with our partner FLS."
Towards the end of 2021, the previous CRM was replaced. Excel, Google Maps, and various databases were removed from appointment and route planning workflows, and the server structure was outsourced to the cloud as a Software-as-a-Service (SaaS). The new design called for dynamic capability: Scheduling appointments and tours in real time. EWU IT and FLS jointly designed and implemented FLS VISITOUR, with field service operatives connected via the FLS MOBILE app.
Die Muggergittermacher engaged EWU IT at the end of 2020 to digitalise the customer journey. As a consultancy and implementation specialist, the FLS partner works particularly closely FLS' dynamic scheduling and route planning solutions. The first requirement: The time it takes from the customer's order to the notification of the installation date. The task: Improved scheduling to minimise the window and provide accurate transparency, so the customer knows immediately, at ordering, when they can expect their products for installation.
Ansgar Schmitz, Managing Director of EWU IT, recalls: "From a systems perspective, it was essentially about two goals. Firstly, to reduce the workload and increase efficiency in the back office and field service through optimised appointment planning and fully automated field scheduling. Secondly, to digitalise and automate all processes along the customer journey: Extremely ambitious goals. In order to achieve these, it meant no less than creating a standardised systems landscape and completely redesigning route planning capabilities with our partner FLS."
Towards the end of 2021, the previous CRM was replaced. Excel, Google Maps, and various databases were removed from appointment and route planning workflows, and the server structure was outsourced to the cloud as a Software-as-a-Service (SaaS). The new design called for dynamic capability: Scheduling appointments and tours in real time. EWU IT and FLS jointly designed and implemented FLS VISITOUR, with field service operatives connected via the FLS MOBILE app.
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:
DYNAMIC PLANNING DESIGNS A SERVICE CHAMPION
The go-live for the new solutions took place in December 2021. This resulted in an integrated solution comprising CRM, ERP, and scheduling and route planning, which extends into production, integrates field service operatives, and makes downstream processes such as accounting processes easier. With the integration of FLS VISITOUR, appointment proposals with routes are calculated into optimised daily tours, on the basis of real-time data. An authentic game-changer for field service companies who must efficiently digitalise and automate their processes.
As a middleware or workflow management system, the specially developed EWU Connector ensures that all solutions are integrated. All order data from the CRM is available within FLS VISITOUR for precise planning. The Neher App for measuring and preparing quotations, and the ERP for production also interact seamlessly with each other.
As a middleware or workflow management system, the specially developed EWU Connector ensures that all solutions are integrated. All order data from the CRM is available within FLS VISITOUR for precise planning. The Neher App for measuring and preparing quotations, and the ERP for production also interact seamlessly with each other.
THE RESULTS:
CONNECTING DATA TO AUTOMATE EVERY STEP OF THE CUSTOMER JOURNEY
The effects quickly became apparent, both internally and externally. The workload in the customer service area has been reduced from six to around two working days per week. Previously, route planning was divided among five employees, who coordinated the scattered information for route planning on six screens. The scheduling effort amounted to around ten working days per week, at two locations. Following the changeover, a single employee manages the planning for both sites, within just a few hours. A colleague then produces order confirmations.
"Of course we still have employees who look after escalated appointments," explains Managing Director Dr Hans Mehringer. "But that's basically around one FTE. The colleagues, who previously used Excel, Google Maps, and Access databases regularly buried themselves in route planning. They can now focus on service and order processing."
Customers praise new levels of transparency and reliability
Another significant effect: Much more transparency throughout the order process for everyone involved, especially for customers. "The customer receives an estimated delivery time window. In addition, they also receive transparent status information about their order at any time," says Project Manager Christian Mehringer. "This is a speed and transparency that many people were not previously used to." He is therefore not surprised that "many customers are impressed by the smooth processes and our reliability. Everyone involved, from our partners to our employees, experience a new level of process efficiency".
Customers praise new levels of transparency and reliability
Another significant effect: Much more transparency throughout the order process for everyone involved, especially for customers. "The customer receives an estimated delivery time window. In addition, they also receive transparent status information about their order at any time," says Project Manager Christian Mehringer. "This is a speed and transparency that many people were not previously used to." He is therefore not surprised that "many customers are impressed by the smooth processes and our reliability. Everyone involved, from our partners to our employees, experience a new level of process efficiency".
"The customer receives an estimated delivery time window. In addition, they also receive transparent status information about their order at any time. This is a speed and transparency that many people were not previously used to."
Christian Mehringer · Project Manager, Die Muggergittermacher"We used to be completely focussed on production. We initially loaded all incoming orders into production, and only when an order had been fully produced could we then start to think about the fact that it had to be delivered. Now we inform the customer and production in parallel with the accurate time window for on-site delivery and assembly." In this way, the Die Muggergitter also save storage space for parts that have already been produced but cannot yet be delivered or assembled.
The planning logic of FLS VISITOUR determines the resources key for the orders. This means that the intelligent algorithm behind it takes into account all factors such as the availability of employees, the required skills, the deadline duration per order type, the capacities in the delivery vehicle and the customers' scheduling requirements.
"FLS and EWU IT have helped us to change our focus, from producer to service provider, from a process-orientated to a customer-orientated service approach. So now the focus is always on the customer and the customer journey processes are geared towards this," summarises Christian Mehringer.
Becoming a service champion in real-time
Ansgar Schmitz, Managing Director of EWU IT, also draws a positive conclusion: "The project shows what can be achieved with an integrated system and integrated specialised solutions when good partners like FLS and EWU work together with an open-minded customer. Die Muggergittermacher have developed into a real service champion in a very short time as the many enthusiastic customer reviews show."
The planning logic of FLS VISITOUR determines the resources key for the orders. This means that the intelligent algorithm behind it takes into account all factors such as the availability of employees, the required skills, the deadline duration per order type, the capacities in the delivery vehicle and the customers' scheduling requirements.
"FLS and EWU IT have helped us to change our focus, from producer to service provider, from a process-orientated to a customer-orientated service approach. So now the focus is always on the customer and the customer journey processes are geared towards this," summarises Christian Mehringer.
Becoming a service champion in real-time
Ansgar Schmitz, Managing Director of EWU IT, also draws a positive conclusion: "The project shows what can be achieved with an integrated system and integrated specialised solutions when good partners like FLS and EWU work together with an open-minded customer. Die Muggergittermacher have developed into a real service champion in a very short time as the many enthusiastic customer reviews show."
"The project shows what can be achieved with an integrated system and integrated specialised solutions when good partners like FLS and EWU work together with an open-minded customer. Die Muggergittermacher have developed into a real service champion in a very short time as the many enthusiastic customer reviews show."
Ansgar Schmitz · Managing Director, EWU ITWith the new solutions, the organisation has transformed its end customer business. The number of customer calls to book appointments has significantly reduced, and customer satisfaction has increased significantly.
The next goal, which Die Muggergittermacher is already working towards, is to optimise the processes for their specialist retailers. They are to be integrated into the system and ultimately offer their customers the same high-quality end-to-end service processes. This will provide dealers and tradespeople with the newly networked systems already present within measurement services. Most improtantly, they can provide the delivery date of the finished products during a customer visit and will immediately arrange an installation date that fits with their customers' requirements.
Real-time technology brings a new shopping experience
Christian Mehringer gives his elevator pitch: "Real-time technology is a decisive competitive advantage and game-changer in the service business. With this new transparency for all process participants, we are delivering production information directly to the end customers of our specialist dealers for the first time, and have completely reshaped the made-to-measure buying experience between customer and tradesman into something completely new."
His conclusion on the project? "New technologies and digitalisation are changing our business model for the better. The unique service quality and the technological advantage for our customers clearly differentiate us from the competition. Everyone involved in the process, from our partners to our employees, experience a new process efficiency."
The next goal, which Die Muggergittermacher is already working towards, is to optimise the processes for their specialist retailers. They are to be integrated into the system and ultimately offer their customers the same high-quality end-to-end service processes. This will provide dealers and tradespeople with the newly networked systems already present within measurement services. Most improtantly, they can provide the delivery date of the finished products during a customer visit and will immediately arrange an installation date that fits with their customers' requirements.
Real-time technology brings a new shopping experience
Christian Mehringer gives his elevator pitch: "Real-time technology is a decisive competitive advantage and game-changer in the service business. With this new transparency for all process participants, we are delivering production information directly to the end customers of our specialist dealers for the first time, and have completely reshaped the made-to-measure buying experience between customer and tradesman into something completely new."
His conclusion on the project? "New technologies and digitalisation are changing our business model for the better. The unique service quality and the technological advantage for our customers clearly differentiate us from the competition. Everyone involved in the process, from our partners to our employees, experience a new process efficiency."
The results at a glance:
- Holistic optimisation with complete reorganisation of scheduling and route planning
- Period from customer order to confirmation for installation from 31 to 0.5 days
- 80% reduction in route planning effort (from 10 to 2 working days per week)
- Massive reduction in overtime across many departments
- Excellent customer ratings: Digitalised, service-oriented and fast customer journey
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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.
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