CASE STUDY / WOLF KLIMATECHNIK - REFRIGERATION, AIR CONDITIONING, HEATING TECHNOLOGY
THE PERFECT CLIMATE AT ALL TIMES -
WOLF HEATING TECHNOLOGY AND FLS
WOLF strives for excellent and efficient customer service. With FLS VISITOUR and FLS MOBILE, the company has comprehensively optimised its processes.
The results:
The results:
- 10% fewer miles driven
- 50% time saving in scheduling department
- Immense increase in first-time fix rate
- Increase in employee and customer satisfaction
How WOLF has achieved success:
FLS Solutions:
FLS VISITOUR / FLS MOBILE / FLS PORTAL
Industry:
REFRIGERATION, AIR CONDITIONING, HEATING TECHNOLOGY
FLS VISITOUR / FLS MOBILE / FLS PORTAL
Industry:
REFRIGERATION, AIR CONDITIONING, HEATING TECHNOLOGY
The challenges:
- Fastest possible response to incidents
- Simple, trouble-free integration with the existing ERP system
- Reduction of manual planning and dispatch
- Extension of the digital customer journey
THE COMPANY:
THE EXPERT FOR HEATING, AIR CONDITIONING, VENTILATION, AND SOLAR
As a leading and service-orientated system provider of heating and air conditioning systems, WOLF has been dealing with people's most basic needs on a daily basis since 1974: Heat, water, and air. By selling and servicing air conditioning units, boilers, solar, and heat pumps, the company ensures a perfect indoor climate and the improved wellbeing of its customers. After all, we spend 90 percent of our lives indoors.
WOLF's customer and partner base includes specialist partners, architects, plant engineers, planners and domestic and business end customers. There is a decisive advantage for the target groups: When planning and implementing projects, they receive advice, technology, and ongoing worldwide service from a single source. With reference projects such as the Allianz Arena in Munich, the home ground of FC Bayern Munich, the systems professional has been playing in the premier league for many years.
WOLF's customer and partner base includes specialist partners, architects, plant engineers, planners and domestic and business end customers. There is a decisive advantage for the target groups: When planning and implementing projects, they receive advice, technology, and ongoing worldwide service from a single source. With reference projects such as the Allianz Arena in Munich, the home ground of FC Bayern Munich, the systems professional has been playing in the premier league for many years.
Customer service as a clear competitive advantage
For WOLF, customer service is one - if not the only - way of differentiating itself from the competition. True to the motto 'Fully focussed on you', the company's aim is to combine the best possible products with excellent customer service. WOLF's Christian Mayer summarises the decision to choose the FLS VISITOUR field service management software as follows: "Our customers are used to us being able to help quickly with a powerful organisation in the event of a fault. We are also constantly working to improve ourselves."
For WOLF, customer service is one - if not the only - way of differentiating itself from the competition. True to the motto 'Fully focussed on you', the company's aim is to combine the best possible products with excellent customer service. WOLF's Christian Mayer summarises the decision to choose the FLS VISITOUR field service management software as follows: "Our customers are used to us being able to help quickly with a powerful organisation in the event of a fault. We are also constantly working to improve ourselves."
"We wanted the whole process to be simplified so that we could plan orders efficiently and save costs."
Nicole Seidl · Scheduling Team Leader, WOLFTHE PROJECT:
THE BEGINNING OF A GENUINE SUCCESS STORY
Before the introduction of the appointment scheduling and route optimisation software from FLS - FAST LEAN SMART, the planning effort for the scheduling team at WOLF was immense. Appointments were planned in Microsoft Outlook and distributed manually to the relevant field service technicians. It was not possible to take journey times into account in the old planning process, not to mention the influence of current and historical traffic data. After receiving the route, the field technicians had to print out the documents for each job. This was a time-consuming and unsustainable process that was at the expense of service time on site at the customer's premises.
The FLS software solutions FLS VISITOUR and FLS MOBILE were quickly able to fulfil WOLF's requirements. Following their introduction, route optimisation was considerably simplified. Thanks to automated scheduling, including the consideration of all specified restrictions and the easy back-office handling of the software, time savings of around 50 percent were achieved in the scheduling of tours alone. This freed up time, which can now be focussed on customer concerns.
Beginnings of a project
At the start of the project in 2015, the two companies worked together to develop a suitable concept. Part of the concept involved continual scrutiny of WOLF's existing processes across field service and the workflows of scheduling.
The FLS software solutions FLS VISITOUR and FLS MOBILE were quickly able to fulfil WOLF's requirements. Following their introduction, route optimisation was considerably simplified. Thanks to automated scheduling, including the consideration of all specified restrictions and the easy back-office handling of the software, time savings of around 50 percent were achieved in the scheduling of tours alone. This freed up time, which can now be focussed on customer concerns.
Beginnings of a project
At the start of the project in 2015, the two companies worked together to develop a suitable concept. Part of the concept involved continual scrutiny of WOLF's existing processes across field service and the workflows of scheduling.
"50% time saving in scheduling - that makes a difference."
Nicole Seidl · Scheduling Team Leader, WOLFThe successful completion of the project resulted in increased employee and customer satisfaction. These benefits are evidenced by the improvement in the KPIs relevant to the field force. A reduction in miles driven of at least ten percent and a huge increase in the first-time fix rate are just two examples of the positive development of WOLF's service business since 2015.
Planned preventative maintenance relies on the new scheduling process
For planning process after the introduction of FLS VISITOUR: WOLF's customers are informed in writing by letter, email, or via SMS when maintenance is due. The customers then contact the company to arrange an appointment. The scheduling team then proposes fully cost-optimised appointments, generated by FLS VISITOUR, and fixes these in consultation with the customer.
The distribution of orders to tours and field technicians is already finalised at the time of the deadline proposal. The automatic data and information flow within FLS software solutions and the Microsoft Navision ERP system used by WOLF starts from this point. On the day of the order, the assigned technician finds the order in their route plan. With just one click, they have all the necessary information to hand and can easily document the order and report it back to the back office - without the need for pen and paper.
Planned preventative maintenance relies on the new scheduling process
For planning process after the introduction of FLS VISITOUR: WOLF's customers are informed in writing by letter, email, or via SMS when maintenance is due. The customers then contact the company to arrange an appointment. The scheduling team then proposes fully cost-optimised appointments, generated by FLS VISITOUR, and fixes these in consultation with the customer.
The distribution of orders to tours and field technicians is already finalised at the time of the deadline proposal. The automatic data and information flow within FLS software solutions and the Microsoft Navision ERP system used by WOLF starts from this point. On the day of the order, the assigned technician finds the order in their route plan. With just one click, they have all the necessary information to hand and can easily document the order and report it back to the back office - without the need for pen and paper.
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.
Additional customer service through FLS PORTAL
WOLF is keen to align its services even more closely with customer wishes and requirements for self service. For this reason, the company has also decided to introduce FLS PORTAL. The planned introduction should result in a win-win situation for customers and WOLF:
With the next digitisation step, the market-leading company wants to meet its customers' needs even better. The appointment booking portal gives them the opportunity to conveniently book an appointment at any time. Once the booking has been completed, an appointment confirmation is sent automatically. Shortly before the actual appointment, the customer receives another appointment reminder from the system.
"We were very enthusiastic about this partnership-based collaboration. Our every wish was fulfilled and FLS approached us with great solutions that gave us new ideas on how things could be done differently and better."
Samantha Stangl · Managing Director, WOLFMario Waltenberg, IT Project Manager at WOLF reassures customers who prefer to make appointments in the usual way: "Of course, we won't be switching off the phone. There will always be the option of making an appointment with us by phone."
But that's not all. By expanding the digital customer journey, WOLF has its sights firmly set on further benefits for customers and employees. As part of the introduction of the appointment booking portal, the way appointments are allocated will also be changed. Currently, four-hour appointment time slots are allocated. Thanks to FLS PORTAL, two-hour appointment time slots will be offered in future without having to sacrifice flexibility.
Less overtime and happier employees
On the one hand, this results in advantages for customers, who have to take significantly less time for an appointment. On the other hand, employees can spend significantly less time on the road and more time with customers thanks to the combination of FLS PORTAL and the FLS VISITOUR planning algorithm. In addition, this combination enables even more targeted savings on overtime and a sustainable increase in employee satisfaction, which is already clearly the case, as Managing Director Samantha Stangl emphasises in conclusion:
But that's not all. By expanding the digital customer journey, WOLF has its sights firmly set on further benefits for customers and employees. As part of the introduction of the appointment booking portal, the way appointments are allocated will also be changed. Currently, four-hour appointment time slots are allocated. Thanks to FLS PORTAL, two-hour appointment time slots will be offered in future without having to sacrifice flexibility.
Less overtime and happier employees
On the one hand, this results in advantages for customers, who have to take significantly less time for an appointment. On the other hand, employees can spend significantly less time on the road and more time with customers thanks to the combination of FLS PORTAL and the FLS VISITOUR planning algorithm. In addition, this combination enables even more targeted savings on overtime and a sustainable increase in employee satisfaction, which is already clearly the case, as Managing Director Samantha Stangl emphasises in conclusion:
"Since the introduction of FLS VISITOUR, it is finally possible for our employees to finish work on time and simply no longer have to work overtime. This means they can also reliably plan and enjoy family dinners, which is of course great for our employees."
Samantha Stangl · Managing Director, WOLFThe results at a glance:
- 10% fewer miles driven
- 50% time saving in scheduling department
- Immense increase in first-time fix rate
- Win-win situation for customers and employees
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.