How do we implement a consistent service concept across three countries fast and easy?
That was the challenge Connected Wind Services faced four years ago. Connected Wind Services has 50+ service teams, servicing windmills of all makes across Europe. The company is headquartered in Balle, Denmark with subsidiaries in Germany and Sweden. As service is the main mission it was of top priority to implement a digitally supported process for all three countries that could provide the foundation for growth.
Implementing a new service concept
” We had to implement a new service concept in all three countries and we needed a tool that could support on-site operations,” says Jakob Muus, Chief Service Officer at Connected Wind Services.
” One of our major challenges was, that each country used their own, in-house developed solution and each their own ERP system. So, we decided, that all countries should have the same ERP-system – and the same service management system.”
Three reasons to choose ExpandIT
From the beginning Connected Wind Services had three clear objectives for the new service management system.
” We chose ExpandIT Service Management, because the software supports our main objectives: It integrates seamlessly with Dynamics NAV; it’s designed by craftsmen so its super user friendly; and finally it’s flexible and can be adapted to our business. It’s a solid product and none of our existing solutions could match it.,” says Jakob Muus.
A few adaptations
Connected Wind Services uses the software with few modifications. Most of the changes were made in the ERP-system, where the dynamic service reports are configured. In ExpandIT the ERP data is fused with the service history to enable the organization to learn on team-level and across teams.
” We create the orders in Dynamics NAV and the service reports are sent with the order to the on-site engineer via the Planning Board. When the job is done, the engineer registers time, material and checks in the report, and the relevant data is injected in NAV. The service check lists are sent from NAV together with the invoice.,” explains Jakob Muus.
The service reporting is now consistent in all countries and data available in one solution, so future optimizations can be based on consistent and comparable data across borders.
Easy to Use
Connected Wind Services started using the system in Denmark in 2014 and in 2015 in the other countries.
” We tested the system for three months in each country before we went live and it’s been in production since then. The acid test is that it requires only a half day’s training for an engineer to start using the system, so we have met our objective about user friendliness,” ends Jakob Muus