CASE STUDY / KWB - REFRIGERATION, AIR-CONDITIONING & HEATING TECHNOLOGY

TRANSFORMATION TO DIGITAL END-TO-END SERVICE BY INTELLIGENT SOFTWARE SUPPORT

KWB is a premium solution provider for renewable energies and is considered an innovation leader in the industry. KWB strengthens its service network in Austria and Germany through the use of intelligent appointment and tour optimisation software, thereby aligning end-to-end digital service processes even more closely to their customers.

The results:

High customer satisfaction through a consistent digital customer journey and the integration of self-service appointments
Increased first-time fix rate
Efficient, end-to-end digital processes and optimised interaction between office and field staff thanks to real-time data exchange
Relief and efficiency across internal and external teams with increasing customer volumes and continued organisational growth

How KWB has achieved success:

FLS Solutions:
FLS VISITOUR / FLS MOBILE / FLS PORTAL

Industry:
HEATING, VENTILATION AND REFRIGERATION

The challenges:

Introduction of intelligent software-based customer service appointment and tour planning, as well as a mobile solution for field-based customer service and service technicians
Consistent digital processes across the entire customer journey: From arranging an appointment in the 24/7 self-service portal to supporting service technicians at the customer's site
Reduction of work for the back office through cost-optimised self-service appointments, fully automatic field scheduling, and intelligent route planning with a simultaneous real-time connection of the field force

KWB products are used worldwide. The specialist for wood heating systems with its headquarters in Austria and sales worldwide also offers solar thermal systems for hot water preparation and heating support, heating containers, heat pumps as well as storage and control technology and related services. The customer base includes single-family home owners, farmers, tourism companies, traders and energy suppliers. KWB maintains a strong sales and service network in Austria, Germany, France and Italy.

KWB has stood for 'power and heat from biomass' for 25 years and is a synonym for innovative heating solutions. With its strong customer focus, the brand focuses on people and pursues a clear vision: 'We give energy for life!'. KWB stands for environmentally friendly energy systems and gives customers the security that KWB heating systems are a visible sign of responsible use of resources and the environment.

The challenge: Like many medium-sized companies, KWB faced the challenge of digitising its processes in an efficient and targeted manner in the face of a competitive growth market. The focus was on covering all processes relating to the customer and customer communication in order to create a seamless customer journey and the best possible customer experience. In addition to reducing the workload in the back office through optimised self-service appointments and a fully automatic scheduling and tour optimisation in real-time.

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The results at a glance:

High customer satisfaction through a consistent digital customer journey and the integration of self-service appointments
Increased first-time fix rate
Efficient, end-to-end digital processes and optimised interaction between office and field staff thanks to real-time data exchange
Relief and efficiency across internal and external teams with increasing customer volumes and continued organisational growth

More information:
www.kwb.net

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Author
JEREMY SQUIRE
UK Managing Director
Call +44 1183 800189
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Jeremy Squire is a business leader and solutions consultant with over 20 years experience in field service scheduling and route optimisation software solutions. He is one of Europe's most recognised and regarded voices in field service technology.