Transforming
Field Service
Operations
How Service Geeni Enhanced Productivity and Service Quality for Habasit UK
Case Study
Sector: Materials Handling – Automation
Users: 30-40 (in the UK)
About Habasit UK
Habasit UK, a part of the globally renowned Habasit Group, a Swiss-based manufacturer of premium conveyor and power transmission belts. From a UK perspective, field service is a fundamental element of the business, and a national network of Regional Service Centres offering 24/7 product and installation support. To further enhance their service capabilities and efficiency, Habasit UK partnered with Service Geeni.
The Challenges
Habasit UK, like many businesses, rely on SAP as their central business software. But, being a business-wide tool rather than a service specific tool, the service team were lacking functionality.
In reality, field engineers were using a paper-based system to record job information, and office staff were manually transferring this into SAP. Staff were also manually retrieving job information from SAP and relaying it to engineers, rather than engineers having direct access to the information they need on the job.
Why Now?
Habasit UK knew they were spending too much time inefficiently. They also knew there were tools out there which could help them with the challenges they were facing, but since SAP was playing an important role in the business as a whole, they recognised they needed a service management tool which would complement SAP and integrate with it.
What Solutions Did Service Geeni Provide?
Service Geeni’s tailored solutions were instrumental in transforming Habasit UK’s operations, addressing their unique challenges while delivering tangible benefits. By seamlessly integrating with SAP and optimising workflows, Service Geeni empowered their teams to maximise productivity, enhance real-time visibility, and improve customer satisfaction. From streamlining field operations to leveraging data for smarter decisions, Service Geeni ensured Habasit UK achieved business-wide efficiency while avoiding human error.
Here’s how Service Geeni made it happen:
Collecting Data from SAP
Service Geeni’s ability to integrate with a vast range of software was key for Habasit UK. The Service Geeni tech team handled the integration with SAP which means that when a job is added to SAP it is pushed straight to the SG mobile app and so, directly to the field engineer. This means the engineer has direct visibility of the job, cutting out the ‘middle-man’ and eliminating room for error.
Job Progress Visibility
Service Geeni then allows engineers to report back in real time, which gives much more visibility to customers and office staff. Job sheets are sent directly to the customer and the office, with no paper needed! Meaning they are instant, searchable, reportable, safely stored in the cloud, and not prone to the human error which often comes with rekeying.
Improved Capacity Planning
With more accurate tracking of job progress and job scheduling, the office team are able to see where engineers might have room to fit more jobs in, and equally, make sure they have enough time to do more complex jobs. Ultimately, meaning the team of engineers as a whole are as efficient as possible.
Pushing Data back to SAP
Relevant job data is then integrated back into SAP including timing information (relevant for invoicing) and so the wider business has this data for a holistic approach to operational efficiency.
Timesheet Capturing
Timesheets are automatically captured, meaning engineers don’t have to spend time manually filling in time sheets and submitting them. Habasit UK have also discussed integrating their HR tool with Service Geeni in the future so that time sheets will be automatically captured and fed into their payroll system, so watch out for an update on this!
Reporting
Service Geeni’s inbuilt reporting, KPIs monitoring, and dashboards makes it much easier for the team to generate useful, recent and live reports. Meaning decisions can be made quickly, knowing that the data is accurate and current.
Quoting
Service Geeni makes it easier for engineers to identify new business opportunities too. Engineers are able to quickly and easily send a message back to the team in the office requesting a quote, rather than the opportunity being lost or forgotten about. The more quotes the team are able to get out there, the more revenue the service department is likely to generate.
Self-service Documents
The field engineer team also now have easy access to self-service documents and mobile forms through the mobile app. E.g. a basic fitting sheet can be attached to a job to make sure the engineer captures the right information as they work and feeds back the data in a digestible and reportable way.
Conclusion
Habasit UK’s journey with Service Geeni highlights the power of a tailored approach to solving industry-specific challenges. By integrating seamlessly with SAP and addressing inefficiencies in their field service operations, Service Geeni has enabled Habasit UK to enhance productivity, improve customer satisfaction, and maintain business-wide efficiency. With real-time visibility, automated processes, and actionable insights at their fingertips, the team at Habasit UK is now better equipped to meet the demands of a fast-paced industry. As the partnership continues, there is great potential for further innovation, ensuring Habasit UK remains at the forefront of operational excellence.
Book a demo
Ready to take control of your service management?
Book your free demo today.
Our demos are designed to be a personalised experience. We’ll start with a brief introductory call to understand your specific needs and pain points in service management. This will help us tailor the demo to showcase how Service Geeni can address your unique challenges and determine if it’s the right fit for your organisation.
Simply fill in the short contact form and one of our consultants will be in touch to arrange a short introduction and demonstration.