CASE STUDY / JUNGHEINRICH - MACHINERY AND PLANT ENGINEERING
WORLDWIDE DEPLOYMENT PLANNING FOR CUSTOMER SERVICE AT THE HIGHEST LEVEL
Jungheinrich AG is one of the three largest intralogistics solution providers in the world. With a comprehensive portfolio of material handling equipment, logistics systems and services, Jungheinrich offers customised solutions ready for the challenges of Industry 4.0.
The results:
- High flexibility with centralised field service organisation
- Fast and cost effective response to customer calls
- Increased efficiency through forward-looking combination of orders
How Jungheinrich has achieved success:
The challenges:
- Scheduling of 4,000 field service engineers
- Consideration of different time zones
- Combination of different orders
- Integration of FLS VISITOUR with SAP ERP and mobile solution
Jungheinrich has developed from a forklift truck manufacturer to become an intralogistics service and solution provider. The company has its own sales and service organisations in 40 countries and sells its products in over 70 other countries via partner companies.
One of the challenges in scheduling over 4,000 field service technicians was the combination of order types with significantly different planning deadlines. The solution is FLS VISITOUR: From long-term planned maintenance to acute repair emergencies, all incoming orders can be transferred to FLS VISITOUR and scheduled by the software or booked directly into variable appointment windows.
FLS VISITOUR can schedule even complex jobs manually, semi-automatically or automatically, including order relationships, team formation and special resources - ensuring outstandingly fast service across the board. The technicians are equipped with mobile devices, which FLS VISITOUR uses to dynamically obtain all relevant information and thus optimise the entire deployment planning in fractions of a second, even in the event of unforeseen incidents.
To make customer visits even more efficient, the technicians on site use an intelligent suggestion system from FLS VISITOUR. This shows the technicians which upcoming maintenance work at the customer's premises can optionally be carried out, depending on the time available.
For example, if the technician is on site for an emergency repair, it makes sense to carry out the maintenance due the following week at the same time.
If several repairs are due for a customer on the same day, FLS VISITOUR ensures in the background that the two jobs are bundled and assigned to a technician who has the necessary skills for both tasks and completed in just one visit.
One of the challenges in scheduling over 4,000 field service technicians was the combination of order types with significantly different planning deadlines. The solution is FLS VISITOUR: From long-term planned maintenance to acute repair emergencies, all incoming orders can be transferred to FLS VISITOUR and scheduled by the software or booked directly into variable appointment windows.
FLS VISITOUR THE FIELD SERVICE SOLUTION
From long-term planned maintenance to acute repair emergencies, all incoming orders can be transferred to FLS VISITOUR and scheduled by the software or booked directly to variable appointment windows.FLS VISITOUR can schedule even complex jobs manually, semi-automatically or automatically, including order relationships, team formation and special resources - ensuring outstandingly fast service across the board. The technicians are equipped with mobile devices, which FLS VISITOUR uses to dynamically obtain all relevant information and thus optimise the entire deployment planning in fractions of a second, even in the event of unforeseen incidents.
To make customer visits even more efficient, the technicians on site use an intelligent suggestion system from FLS VISITOUR. This shows the technicians which upcoming maintenance work at the customer's premises can optionally be carried out, depending on the time available.
For example, if the technician is on site for an emergency repair, it makes sense to carry out the maintenance due the following week at the same time.
If several repairs are due for a customer on the same day, FLS VISITOUR ensures in the background that the two jobs are bundled and assigned to a technician who has the necessary skills for both tasks and completed in just one visit.
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.
Another challenge during the global roll-out was taking different time zones into account. In countries such as Russia, the scheduler, technician and customer may be located in three different time zones.
FLS VISITOUR implements this accordingly in the scheduling for all parties involved and assigns the correct time zone to employees, orders and users so that planning can be optimised to the full extent. Country-specific interfaces in the respective national language also ensure that all information is presented in a way that users can understand. FLS VISITOUR is even available with Chinese or Cyrillic characters.
FLS VISITOUR is integrated into Jungheinrich's SAP environment. Thanks to the SAP INTEGRATION SUITE developed by FLS, integration took place within a very short time.
FLS VISITOUR implements this accordingly in the scheduling for all parties involved and assigns the correct time zone to employees, orders and users so that planning can be optimised to the full extent. Country-specific interfaces in the respective national language also ensure that all information is presented in a way that users can understand. FLS VISITOUR is even available with Chinese or Cyrillic characters.
FLS VISITOUR is integrated into Jungheinrich's SAP environment. Thanks to the SAP INTEGRATION SUITE developed by FLS, integration took place within a very short time.
THE RESULTS
Thanks to dynamic and mobile deployment planning, the highly flexible central service organisation not only ensures considerable cost savings, but also lightning-fast service and customer service at the highest level. The forward-looking combination of several orders results in additional efficiency benefits.
The results at a glance:
- High flexibility with centralised field service organisation
- Fast and cost effective response to customer calls
- Increased efficiency through forward-looking combination of orders
More Information:
jungheinrich.de
jungheinrich.de
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.
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Choose the best way for you to get to know us:
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