CASE STUDY / GEAS ENERGIEWACHT - REFRIGERATION, AIR-CONDITIONING & HEATING TECHNOLOGY

INNOVATIVE IT FOR LEAN PROCESSES

GEAS is at the forefront of its market sector with the deployment of innovative IT applications to optimise its processes. Eight years ago, the company began using a digital worksheet for planning which shortened the billing procedure and giving more control over the entire logistical process. This was followed four years later with the implementation of Microsoft Dynamics NAV in combination with Prodware PRIMA Suite, therefore improving the contract management, logistics and invoicing processes. In 2008 the scheduling of employees was launched using the application ORTEC HARMONY. The exchange of data between these different applications is achieved using middleware.

THE CHALLENGE

Geas has its own call centre which is open 24 hours a day, 7 days a week. Customer satisfaction is imperative, especially during the busy winter period. Acting on feedback from internal users and customers, there were many areas GEAS still wanted to improve.

These included customer demand for more accurate time windows, a reduction of the number of people who are involved with planning each appointment, reduced unnecessary mileage, increased first-time fix, and the ability to reserve capacity.