Customer Service Management Software consistently supports businesses from after-sales service operations such as on-site repairs, periodic inspections, and off-site repairs to ERP enterprise business operations such as sales, purchasing, and inventory management.
It was born from an IT platform to support Yokogawa Electric Corporation's mission-critical maintenance work.
It is a package that is evolving day by day by implementing Yokogawa's maintenance service business know-how and business processes for after-sales service cultivated by various customers, and quickly feeding back customer feedback.
What is Customer Service Management Software?
Customer Service Management Software has highly convenient functions that match the actual usage scene, based on our track record of supporting after-sales service operations for customers in various industries.
It can be widely used from introduction as a service system for the manufacturer-based after-sales service departments to an ERP system for service-specialized companies.
Customer Service Management Software as a Cloud-based Package
Customer Service Management Software is a package that can be used with SaaS, and since everything is on the cloud, there is no need to prepare a server or install the software.
Therefore, you can start using it immediately regardless of whether you are at home or on the go as long as you have an environment that allows you to connect to the Internet.
Applicable Industries
Customer Service Management Software can be widely used mainly by companies that provide the following after-sales services, as well as customers who require after-sales services such as inspection, maintenance, and maintenance of general consumer products, deliverables or business equipment regardless of industry.
- Large machinery / equipment
- Industrial equipment
- Semiconductor manufacturing equipment
- Precision mechanical equipment
- Commercial appliances
- Portable detector and analyzer
- Home appliances
- Wind-power generation
- Solar panel
- Gas equipment
- Medical equipment
- Nursing bed
- Analysis equipment
- Electronic microscope
- Musical instruments
- Concert hall
- Coffee machine
- Printer
- Store equipment
- Civil engineering measuring instrument
etc.
Details
Special Characteristics
- High Usability
Ease-of-use with consideration for usability. You can efficiently respond to service operations while checking the next action to take and the related data status for each case.
- Knowledge
You can register it as know-how of veteran workers and use it as FAQ.
- Full-text Search
You can search the accumulated big data at high speed with any keyword. You can also search for attachments.
- Electronic Signature
The work report is equipped with an electronic signature function for as a standard to realize paperless operation.
- Communication
Equipped with SNS function as standard. You can send messages and attach materials such as site photos.
- Product Structure Information
You can manage the product structure information of delivered products in a tree structure (S-BOM).
- Internal Control
The system is equipped with a workflow engine as standard.
- Multi-company
The same system as your company can be deployed to your service agents.
- Dashboard
You can add or re-arrange KPI cards and widgets that you need, like your schedule, and to-do list on the Dashboard screen based on your preferences.
- KPI
We prepared KPIs necessary for service operations using the know-how gained from the knowledge of service system introduction. From KPIs to drill-down analysis, you can visualize service sites and work on improvement activities.
- Security
Access control can be performed according to authority.
- Global Infrastructure
Provides a multilingual and multi-currency platform. It can be used in Japan and overseas. It also supports local languages.
Functions
Service Functions
We offer three service functions to match the after-sales service business style of all types of industries and businesses.
- Field Service
Field service, such as on-site repair, is a function to efficiently manage the work process of the entire field service such as receiving a call from a customer, drafting a work plan, assigning departments and personnel optimally, and creating various reports.
- Maintenance Service
Maintenance service is a function to manage the work related to maintenance contract management and periodic inspections. We establish an efficient cycle for the entire business, including smooth coordination between the sales representative who is responsible for maintenance contracts and inspection proposals, and the service manager who is responsible for inspection plans.
- Off-site Repair
Off-site repair is a function to manage a series of processes for repair goods collected at field service or brought directly to the store, including reception processing, repair at the factory, report creation and shipment.
ERP Functions
We offer three ERP functions to support after-sales service in the background.
- Sales Management
Provides sales management functions such as quoting, ordering, shipping, sales, and billing for service orders and maintenance contracts. It also handles service-specific tasks such as pre-and post-sales quotes that are optimal for service operations and automatic sales after repair.
- Purchase Management
Provides purchase management functions such as purchasing repair parts and resale goods, and ordering services from companies that undertake repair work.
- Inventory Management
Provides inventory management functions such as a stock inquiry for service parts, movement between warehouses, and stocktaking. It also performs inventory allocation/in-out processes linked to service operations and return processing of unused parts.
Benefits
Improved Efficiency & Cost Reduction
The introduction of Customer Service Management Software enables the integrated management of distributed and personalized service information, and facilitates the discovery and resolution of new issues. It also improves the efficiency of service operations by improving the response rate, leveling the utilization rate of service personnel, and reducing reservices.
Business Expansion
Enable to improve earnings by facilitating maintenance contracts and regular inspection contracts based on actual deliveries and service histories. In addition, trend analysis based on service results such as failure causes and countermeasures for each product will enable the creation of new business opportunities such as providing new service menus to customers and proactive maintenance proposals.
Increased Customer Value
Accelerate the service quality improvement, response, and help deliver increased customer value. This allows you to further enhance brand power and competitive advantage.
Customer Case Studies
In after-sales service, which requires close cooperation across multiple departments and bases, know-how related to service operations, in addition to an excellent system, is indispensable for successful systematization of operations.
Customer Service Management Software is a package created by combining the knowledge of the after-sales service business that Yokogawa has a history of more than 100 years. With introduction consulting that is familiar with Japanese and global business customs, there are many successful introduction cases in various industries including major companies.
NKS Corporation
Realize DX of calibration business process with the introduction of Customer Service Management Software
NKS Corporation is a company that performs "Calibration and Certification of Instruments for Measuring Length and Weight" and "Qualification of Equipment and Instruments of Manufacturing" (Validation support) to check and record the current values of the equipment for measuring various units such as length, weight, temperature, and time.
We play an important role in supporting people's safety and prosperous lives from the shadows through the calibration of measuring equipment, and we are proud of our top-class track record in that we can handle a wide range of operations regardless of manufacturer or model.
This time, we introduced the software to promote DX conversion of internal business while making the best use of the package function.
Industry
- Calibration and Certification of Instruments for Measuring Length and Weight
- Qualification of Equipment and Instruments of Manufacturing (validation support work)
Licenses Introduced
- Field Service
- Off-site Service
- Maintenance Service
- Sales Management
- Purchase Management
Reason for Selection
- The software package can cover all the work of on-site and pick-up calibration.
- We want to use a system with stable quality covering not only the efficiency of calibration work but also the business requirements, including the core system such as sales and purchasing.
- With continuous updates of this cloud-based software package, we can expect additional functions and improvements.
Issues That Existed Before the Introduction
- The system is divided for each business, and double entry is required.
- There are many paper-based work processes, and it takes time to print, approve, and file.
- Work is inefficient since we can’t refer to the system on the go.
- The input form is different for each system, and the input contents are different for each person in charge.
- Data cannot be analyzed since the information is distributed over many systems.
Effects of the introduction
- Double entry is eliminated, which reduces input errors and man-hours for check work.
- Information can be linked smoothly by digitization, and there is no time lag in information transfer.
- It became possible to respond flexibly from the sites, which led to the promotion of telework.
- With the integration of the system, it became possible to analyze various types of information.
- The latest functions can be used as the system will be upgraded regularly.
Interview
Actively Consider BPR With System Integration as an Opportunity
While our business is generally maintained and operated, such as regulations and procedure manuals, there are still many parts handled by paper operation and communication between employees. I thought that digitizing these would improve work efficiency.
Regarding the system, there are a total of 15 systems optimized for each business, and there were problems such as input errors and increased work time due to double input. Therefore, we decided to move forward with BPR as well as system integration when the server support ended.
There are two patterns of calibration, which serve as our main business, the "on-site calibration" where we visit the site to calibrate equipment, and the "pick-up calibration" where we bring the equipment into the company for calibration. Since the main flow is very similar to the after-sales service business, we decided to proceed with the system introduction centering on Customer Service Management Software.
Conducted Analysis From Both Business and System Aspects With the Grand Design
When introducing the system, we wanted to refer to the knowledge of other companies' system introduction and business improvement methods, so we asked them to carry out a grand design. We evaluated whether to respond with the system or review the business considering the issues that the current system and business are facing and what is ideal in the future. We analyzed and organized from both business and system perspectives on how to make the functions that utilize the existing system coexist with the range covered by the proposed system.
As a result of organizing with the grand design, we were able to integrate 15 systems into 3 systems including the new system. We migrated almost everything into it, including the main flow of calibration work, management of standard equipment required for calibration, and qualification management system, but we left the quote estimation system that contains our calculation logic.
Regarding the range supported by the system, we have made the best use of standard functions, and for projects, we have focused on setting customizing, master setup, and operation training so that you can enjoy regular version upgrades. As the system infrastructure is cloud based, it became accessible from outside the company.
Promotes Digitization and Greatly Improves Work Efficiency
The introduction of the system has been very effective in reducing paper operations, which was the goal of BPR. In the case of paper operation, information is handed over manually or by fax, so there is a time lag. However, with systematization, information is reflected in real-time, making it possible to proceed smoothly with various tasks.
In addition to assigning engineers and sharing work reports, it was necessary to take measures such as printing papers, bringing them, attaching emails, and storing files for purchased documents. But with the system, you can manage by associating related documents with incident(product) information, and it is easy to understand the material cost.
Since the system can handle the work of searching for documents and the work of printing work reports and obtaining approval from superiors, we were able to reduce all the man-hours required for these tasks. Since there is no need for a place to store documents, there is no physical space, no shelves, no desk for stacking materials, and the company becomes clean. In terms of the usage of multifunction devices, printouts have been reduced by more than 20% compared to last year.
Smooth Communication Within the Team
The calibration work is handled by the team, but various communications within the team are carried out on the system’s timeline function. Since all communication information centered on an incident are centralized in one place, email exchanges are also greatly reduced, which is very favorable. With the introduction of the system, we also digitized documents. By utilizing it and changing operations, it has become possible to carry out operations flexibly regardless of location, which has led to the promotion of telework.
Since data can be referenced and updated even when away from home, it became possible to respond flexibly to the changes in specifications at the site. In addition, since it is now possible to refer to information from other offices, it became possible to allocate work efficiently while checking the availability of engineers.
In terms of system usage, data was inputted manually in each system before the introduction, so it took a lot of man-hours to check work for input mistakes. The variation in human input is reduced by inputting the subdividing items, making it easier to utilize the data.
Make It an Information Infrastructure for Executing Business Strategies
Before the introduction of the system, the contact information was different for each system, so it was necessary to confirm who to contact. But after the introduction, the unified support window made inquiries easier, and response time to inquiries has improved.
By aggregating the data in the system, the original data for analysis is being accumulated, and the information infrastructure for executing the management strategy has been established. In the future, we are considering making better use of the qualification master and further reviewing the staff assignment work.
In addition, I would like to perform analysis for staff assignments, such as creating a heat map of workdays and contents, allocating personnel to shorthanded areas, and allocating a large number of personnel to difficult tasks. Eventually, there are voices that they would like to utilize analysis for marketing, and we would like to promote group marketing by RFM analysis. We want to group what kind of content customers are repeatedly requesting and consider creating a mechanism that allows us to make positive proposals while considering the customer's requests.
* RFM Analysis
RFM analysis is an analysis method that groups customers by three indicators: Recency (latest purchase date), Frequency (frequency), and Monetary (purchase amount).
Pre-meeting scene of calibration work
*The information in this case study is as of December 2021.
*Titles, numbers, names, etc. described in this case study are those at the time of publication and may have been changed.
Yokogawa Group：Yokogawa Electric Corporation
‘Global One Service Management Platform’ Is Realized
Yokogawa developed the world's first distributed control system which controls and monitors operations of production facilities at plants, and have been supporting the development of various industries such as oil, gas, chemical, electric, steel, the pulp(paper), pharmaceutical, and food. To continuously support the customers' business transformation as digital technology makes remarkable progress and the business environment changes drastically, we advocate "IA2IA (Industrial Automation to Industrial Autonomy)" as a control business concept and connect all elements of the customer's organization. By doing so, we aim to become a partner for our customers who create sustainable value together. Yokogawa has decided to adopt Customer Service Management Software as their global system to centrally manage customer information and support service operations, and to deploy it globally.
Industry
- Manufacturer specializing in industrial measurement instruments and process control
Licenses Introduced
- Field Service
- Maintenance Service
Reason for Selection
- High matching rate in operation processes as the package was born from the Yokogawa Group.
- The package had an overwhelming advantage in total cost compared to its overseas competitors.
- Ease in giving feedback know-how to the package by using it within Yokogawa Group.
Issues That Existed Before the Introduction
- Each overseas subsidiary was using different service systems making real-time data collection and analysis difficult.
- Loss of communication with overseas subsidiaries and variation in service qualities have occurred.
Effects of the introduction
- Unified service processes; improved work efficiency (global governance of service).
- Increased sales orders by reinforced sales CRM; expansion of incoming sales and prevention of loss of sales opportunities through maintenance contract management functions.
- Drastic saving in IT infrastructure cost.
Interview
A System That Centralizes Service Operations Globally
Yokogawa's sales style is such that an account rep properly deals with customers after clarifying the type of industry. However, it cannot be said that the customer-related information has been effectively utilized to support the customer in all directions from marketing and sales to after-sales service.
There came into play a project called customer lifecycle management, whose objective was to manage customer contact points in all areas - from sales to production to after-sales service. The Sales CRM project started first and then followed by the After-sales Service CRM project.
The different service support among international offices and loss of communication due to different systems in place among overseas offices are the challenges of after-sales service which called for an urgent global standardization.
Introducing a Software Package That Well Matched Our Operations With a Massive Cost Benefit
In our Service CRM project, we were initially in a direction of adopting an overseas package and expanding a system upon that base. Actually, we were already in the phase of requirement definition. Meanwhile, an idea was raised that the Customer Service Management Software which Yokogawa Solution Service had developed could be a possible alternative, and so we conducted a feasibility study.
The software package had a high matching rate with our operations as it was born from the same Yokogawa Group. It already had the functions that we wanted to realize in the package. As a result of the feasibility study, it turned out that all the functions we had required were able to be fulfilled. In addition, there was an overwhelming advantage in the total cost compared with the overseas package in competition. These things led us to the decision to switch our direction and to move toward introducing it.
With ASEAN, Oceania, and Taiwan for starters, we are now proceeding to expand the system to China and Russia. By strengthening its coordination with the existing office systems and fortifying its functions through the actual use, we aim to improve our operational efficiency furthermore.
In addition, data analysis and data visualization can now be realized by applying BI tools to the collected data. By promoting data utilization through applying AI/BI, we further strive for the improvement of the operational efficiency and expansion of the service business.
Realizing ‘One Service Management Platform'
This system is in use in 10 headquarters around the world and offices in each country under its umbrella, all are carrying out their business operations while coordinating with each other. The biggest theme was to introduce it to all overseas offices to realize One Service Management Platform.
Formerly, service-related systems were left to the management of each individual country. In recent years, however, with the ratio of sales from overseas business accounting for 70% of all the sales of Yokogawa Group, the need for global control and management of information from the perspectives of business and customer service has been growing.
To carry out this project, along with fortifying the global functions of the system, from an early stage we implemented measures such as improving the English proficiency of the project members and accepting and training engineers from overseas.
To realize One Service Management Platform, we initially had a concept of centralized data management. However, we had to distribute servers in compliance with the laws and regulations on personal information protection, of Russia and China for instance.
Consequently, with requirements like WAN/Internet hybrid network structure and securing of the response amidst mass data access, we conducted thorough architectural design and verification to address such challenges.
Strongly Support Global Rollout
This project started by reorganizing, from the perspective of the software, in response to the result of the requirement definition that Yokogawa Electric had prepared based on the overseas package which they had considered adopting.
Although the requested delivery time was short, the high matching rate of the software package with Yokogawa's business operations became the determining factor and it was made possible to install it on the original schedule and within the allocated budget.
After the development was completed, the system has now been rolled out globally at overseas offices. Since the required functions and initial migration data differ slightly from office to office, we are working on improving the system in response to specific needs from each office while ensuring consistency with other offices. Further, we have also conducted user training in parallel during the introduction period to ensure smooth operation.
In the future, we will continue to expand the global deployment of the system to the offices located in the Middle East, Europe, etc., and further improve its functions based on feedback and requests from each office.
From the standpoint of system support, I would like to contribute to the expansion and solidification of service business, the vision that Yokogawa promotes.
Users’ Voices
We see various effects of introducing the system and One Service Management Platform being realized.
Improvement of work efficiency by unifying service processes; reduction of maintenance costs by commonizing the system and infrastructure; increased sales orders by reinforced coordination with sales CRM; expansion of incoming sales/prevention of loss of opportunities by maintenance contract management functions; and increased awareness of the software at overseas offices are among the examples.
We also received the following comment from the Yokogawa China Co., Ltd. office.
"With CRM, we can manage our customer relationships better. We have the ability to rank them and prioritize which ones to engage first. It also improves communication between our teams and our customers."
*The information in this case study is as of February 2020.
*Titles, numbers, names, etc. described in this case study are those at the time of publication and may have been changed.
Medical device manufacturer Company N
Realize ‘Expansion Without Increasing Staff’ by Introducing a Service System and Carrying Out the Operation Efficiently
Company N, a major manufacturer of medical equipment, utilizes their cultivated know-how for medical equipment, various hospital ward equipment, and cleaning-related equipment and provides maintenance-based services to ensure that these equipment are always safe and clean to use.
In addition, we propose and provide services that are more familiar to our customers, such as regular visit-type maintenance services, in-facility-based maintenance, and business agency services. We also make an effort to expand our leasing and rental with maintenance that takes advantage of the special characteristics of Company N.
Industry
- Medical device manufacturer
Licenses Introduced
- Field Service
- Maintenance Service
- Sales Management
- Inventory Management
Reason for Selection
- Since the work became enormous due to the response to various customer needs and it was difficult to handle with the conventional core system, we were looking for a system specialized for service work.
- We would like to improve work efficiency and customer service levels such as “shortening lead time” and “improving work quality” for the repair-related work, so we chose the Yokogawa which knows about services as they use the same services in-house.
Issues That Existed Before the Introduction
- There was a problem with work quality because of work omissions due to handwriting mistakes, system transcription mistakes, and lack of experience.
- It took about 8 days on average to input into each system, from repair reception to sales recording.
- The inventory of parts could not be managed properly, causing surplus inventory and deteriorating cash flow.
Effects of the introduction
- Since the system and the workflow match our company, the work efficiency has improved significantly, and the number of repairs has increased by 15% without changing the number of service personnel and clerks.
- The period from repair completion to sales recording has been reduced to about half.
- Linking the used parts data to the core system led to more efficient inventory management and improved inventory accuracy.
- Return processing has reduced by 30% since estimation accuracy is improved.
- By sharing customers’ opinions with the corporate insiders, it became possible to follow up as an organization and improve the quality of service.
Precision Machinery Manufacturer for the Pharmaceutical and Food Fields Company T
By adopting Customer Service Management Software, we aim to cover the entire business related to services, standardize business processes, solve labor shortages, and build a mechanism that can grasp information immediately.
Company T, a manufacturer of precision machinery for the pharmaceutical, fine chemicals, and food fields, provides highly reliable equipment for the manufacturing process. With flexible support based on abundant know-how, we provide a wide range of products from major manufacturers to research institutes and local governments.
Industry
- Manufacture and sale of precision machinery and Maintenance service
Licenses Introduced
- Field Service
- Sales Management
Reason for Selection
- Since the software covered the requirements for the system such as BOM management, which was the biggest issue for our company, it is possible to introduce it without customization.
- I felt that the package was made flexible and easy to apply to business.
- Since the data can be centrally managed, we assumed that it is possible to immediately grasp the necessary information, which will lead to operational efficiency and elimination of labor shortages.
Issues That Existed Before the Introduction
- The bill of materials (BoM) was paper-based, and it took time to identify the parts when receiving a repair request.
- Since the reception and progress of maintenance services are inaccurate, there were problems such as the omission of billing.
- Although we received a proposal from a major ERP package, the service system function did not fit well due to its inability to handle service-specific work, and it was in a dormant state.
Effects of the introduction
- Since BOM management is possible, necessary parts can be identified immediately when a repair request is received.
- Since the software centrally manages information such as service history and maintenance contracts, it is possible to grasp the necessary information at a glance.
- It is easy to use because it supports works specific to services such as post-estimation.
- Since the package compatibility rate is high, it can be smoothly incorporated into the business.
Electrical Equipment Manufacturer Service Company S
Reconstruction of Service ERP System Due to Aging of the Existing System
As a manufacturer-affiliated company specializing in maintenance services, we carry out all operations from carry-in and installation of electrical equipment products to on-site adjustments, maintenance inspections, and repairs. Alongside, we established a sales department to carry out sales, maintenance contracts and maintenance of electrical equipment products.
For maintenance services, we have built a 24-hour backup system through a nationwide network so that we can respond to customer requests at any time. We aim to establish new services that meet the needs of the times.
Industry
- Electrical equipment service
Licenses Introduced
- Field Service
- Maintenance Service
- Off-site Service
- Sales Management
- Purchasing Management
- Inventory Management
Reason for Selection
- Customer Service Management Software has the optimum business flow required for maintenance service operations.
- It is highly extendable and has a structure that does not depend on hardware or OS, so it is resistant to change and can be used for a long time.
- There is a sense of security because the package is also used in-house.
Issues That Existed Before the Introduction
- There are many tasks that cannot be covered for each system, and individual Excel management is scattered and personalized.
- Since data is not managed in an integrated manner, it takes time to analyze and aggregate maintenance work contents.
- There is a situation where it is difficult to proceed with the conclusion of maintenance contract due to insufficient management of delivery destination of general-purpose products.
Effects of the introduction
- By introducing the service system as a full module, we were able to match the current business style and greatly improve business efficiency.
- By centrally managing data related to services, it has become possible to propose maintenance contracts that suit the customer.
- In the future, we would like to promote maintenance service contracts and improve profits.
Home Appliance Repair Service Company A
Standardization in Outsourcing of Home Appliance Repair Work of Multiple Manufacturers With a New Service System
Company A, which provides maintenance services mainly on home appliance repair work regardless of manufacturer. We realize operations such as call center operations, parts procurement, and repairs, including cooperation with manufacturers, and efficiently handle a wide range of operations from on-site repairs to off-site repairs.
Industry
- Home appliance repair service
Licenses Introduced
- Field Service
- Off-site Service
- Sales Management
- Purchasing Management
- Inventory Management
Reason for Selection
- The software has a great number of installation records in service companies/departments and deep knowledge in repair works.
- Yokogawa provides maintenance services by itself, and it has been decided that the “words” of repair work can be understood, not just a “system engineer”.
Issues That Existed Before the Introduction
- We needed a new system that can handle repair work that can be accepted 24 hours a day, 365 days a year, using all bases and maintenance centers nationwide.
- The existing system is different for each manufacturer, and it was not suitable for repair work BPO involving on-site repairs of multiple manufacturers and multiple types of equipment.
Effects of the introduction
- It has become possible to efficiently handle repairs reception for home appliances from multiple manufacturers and various type of equipment with a mixture of B2B and B2C.
- By standardizing the business flow, we were able to significantly reduce the time from inquiries to repairs and returns to customers’ homes.
- A large amount of customer information and product information can now be centrally managed with a common system.
Medical Device Manufacturer Maintenance Service Company I
Supports Maintenance Services of Other Medical Device Manufacturers, Focusing on Maintenance of In-House Products
Company I conducts research and development, production, sales, and after-sales support for clinical testing equipment/reagent and testing data management systems for diagnosis, treatment, and physical examination.
Industry
- Medical device manufacturer maintenance service
Licenses Introduced
- Field Service
- Maintenance Service
- Inventory Management
- Sales Management
Reason for Selection
- The software met the requirements of what we want to do, such as improving the efficiency of maintenance contract work and utilizing service data.
- It also covers core business related to service business and allows us to choose the necessary business module we want to incorporate.
- Being able to follow changes in business and be able to operate for a long period of time.
Issues That Existed Before the Introduction
- Since maintenance cases are managed by individual-level in Excel, the overall status and expected orders cannot be managed.
- When receiving an order for a maintenance contract, it takes time and effort to double-input to the ordering system based on the information in the quotation.
- The sales amount and billing timing are different for each maintenance contract, and it takes a lot of man-hours to collect by hand and create an invoice.
Effects of the introduction
- We were able to eliminate the loss of ordering opportunities due to the leakage of the maintenance contract renewal.
- Since it is possible to prepare variations of quotations and expand from quotations to sales orders, we were able to significantly reduce the work man-hours.
- Since maintenance contract information and service history can now be shared and utilized in various situations, we were able to improve the system infrastructure for expanding business, such as improving work efficiency and service quality.
Store Equipment Maintenance Company K
Significantly Improved the Efficiency of Purchasing and Inventory Operations at the Head Office, Service Bases, Service Agents, and Service Specialists
Company K, which undertakes the store equipment maintenance of a major family restaurant chain. A 24 hour, 365 days call center has been set up, and repairs are made quickly while managing nearly 2,000 partner companies and dedicated technicians throughout Japan. In addition to food recycling, we are also actively working on environmental issues such as waste treatment and water supply and drainage treatment.
Industry
- Store Equipment Maintenance
Licenses Introduced
- Sales Management
- Purchasing Management
- Inventory Management
Issues That Existed Before the Introduction
- An attempt was made to expand the systematization of sales and purchasing operations related to service operations using the existing call reception system, but it failed.
- There was double registration in the call reception system and sales/purchasing system. Also, a lot of time was taken to check for billing omissions since the systems were separate.
- There were problems such as surplus inventory and loss of parts inventory due to improper management of inventory stored in repair cars and warehouses.
Effects of the introduction
- Since the core (sales and purchasing) function was also a modularized service system mainly for service operations, the study focused on add-ons in the interface part, and we were able to introduce it using standard functions at a low cost.
- By receiving the necessary information from the existing call reception system through the interface and smoothly deploying it to sales and purchasing data, business efficiency has been improved and more work can now be done with fewer members.
- By centrally managing the inventory, we were able to reduce inventory costs, including at the head office and bases.
Water Heater Manufacturer Company B
Taking the Aging of the Old System as an Opportunity to Introduce a Package Made in Japan and Paving the Way for Expansion of the Service Business
Company B, a major water heater manufacturer. We manufacture housing equipment essential to daily life and provide repair and maintenance services for them. Through the use of housing equipment, we are contributing to "Building an Energy-Efficient Society" by creating comfortable lifestyles and changing lifestyles.
Industry
- Water Heater Manufacturer
Licenses Introduced
- Field Service
Issues That Existed Before the Introduction
- We used our own scratch system but when a problem occurs, we can’t deal with it since only the developer knows the specifications.
- The work report was manually input. Further, the system input and operations from manually input report became complicated.
- The reporting level was different depending on the service person, and it was not possible to analyze the cause of the failure and the details of the action performed.
Effects of the introduction
- The introduction of the domestic (Japanese) service system package not only gave us a sense of security for system maintenance support but also provided us with immediate advice on future add-on customizations, paving the way for the expansion of the service business.
- By reviewing the business according to the standard business flow of the service business, it became possible to eliminate unnecessary business and focus on the original business.
- By inputting necessary information into the service system in the normal business flow, various data analysis can be performed and feedback to the product is also possible.
Documents
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