of first-time fixes are missed because service teams do not have the correct technical information.
Aberdeen Group, Field Service 2011
The world’s largest packaging machine manufacturer wanted to improve the quality of their after-sales operations.
Tetra Pak develops, manufactures and markets systems for processing, packaging and distribution of liquid food.
Today, there are 77 marketing companies across the world, 68 packaging material plants including licensees, and 12 packaging machine assembly factories. The company has 20,000 employees and net sales of €8.5 billion. Tetra Pak products are sold in more than 165 markets.
Tetra Pak wanted to establish what their customers felt about the quality of their after-sales support by contracting external consultants to interview customers in a number of countries in Asia and manufacturing plants in Europe. This work was to culminate in a report identifying the levels of satisfaction and what further action would be required, if any.
Tetra Pak commissioned Infomill to identify how customer support services could better reflect the needs of customers. The study involved interviewing over 200 staff and customers in Italy, Sweden, UK, Malaysia, Singapore, Thailand and Japan.
Recommendations from this work were built by Infomill into an Implementation Plan that was executed and implemented globally.
Infomill also provided its PartsArena service to support some machine ranges. These allowed customers to quickly and accurately identify spare parts. PartsArena interfaced directly to Tetra Pak’s order fulfilment system which ran in a SAP R/3 environment.
Infomill built an area in PartsArena linking directly from Tetra Pak’s website to the PartsArena server and loaded parts catalogues for a variety of machines. An interface was created with Tetra Pak’s e-parts system that allowed orders to be placed on their SAP system.
Tetra Pak’s customers were able to access PartsArena globally. This provided rapid parts identification and selection.