CASE STUDY: JUNGHEINRICH

EUROPE-WIDE PLANNING TO ACHIEVE THE HIGHEST LEVEL OF CUSTOMER SERVICE


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FLS Products:



Requirements:

  • Scheduling of 3.500 ­service engineers
  • Combination of completely different task types
  • Tight integration with SAP ERP-System
Benefits:

  • High flexibility with ­centralized service organization
  • Fast response to customer calls
  • Cost effective field operations



The Jungheinrich Group is one of the world‘s three largest suppliers of material handling equipment, warehousing and materials flow technology. Headquartered in Hamburg, Germany, the company operates sales and service subsidiaries in 31 countries around the world..

Jungheinrich has developed from a forklift truck ­manufacturer to become an intralogistics service and solution provider and today employs 600 expert consultants and more than 3,500 mobile service engineers all around the globe.

Service Engineers work on a wide range of equipment, some of which have ­particular skill or site access requirements, and task types range from servicing and safety checks, which are legal requirements, to acute emergency repairs. Tasks are created in SAP ERP and passed through seamless integration to FLS VISITOUR for scheduling in the most efficient and cost effective way. For Jungheinrich this has included creation of a ‘Customer Container’ for all other tasks that can be completed on-site whilst attending a repair and hence reducing the number of visits required and customer disruption. All tasks are automatically submitted to mobile devices from where the service engineers send back status messages.

FLS VISITOUR has been rolled out country by country since 2006 along with ­Jungheinrichs deployment of SAP ERP as a combined package of upgrades, the solution has been designed to enable flexible ways of working according to the local culture and customer expectations.

The result:
A highly flexible service organization with dynamic scheduling and routing which has led to significant cost savings, rapid ability to react and the highest level of customer service.