"Customers see a more professional side to our business. The information returns to our service management systems almost immediately after a job is complete, and we can post an invoice to the customer on the same day."

David Parsons, Financial Director, Winterhalter

Technicians at ware-washing manufacturer Winterhalter spend most of their day in the field repairing and servicing equipment. They used handheld devices running Microsoft® Windows Mobile® software for Pocket PCs to record parts codes. But they had to carry numerous paper manuals to identify parts, and keying in complex codes was error-prone. The organisation turned to Microsoft partner Infomill. Its solution, PartsArena, running on the devices, makes detailed information from manuals accessible to users anywhere at any time. Using a Bluetooth connection to their mobile phones, it links to the company’s service management system so that technicians can place orders by simply tapping the part onscreen. Improved accuracy of parts information has almost eliminated ordering errors, and has boosted customer-service levels significantly.

Situation

Established in 1947 and based in Germany, Winterhalter is a world-leading ware-washing manufacturer, with a turnover in excess of £129 million (U.S.$224.43 million). The family-run business specialises in top-quality glass, dish, and utensil washers, and has led the way in developing dedicated systems for the hotel, restaurant, and retail sectors. It employs around 550 personnel and also operates from subsidiaries in Europe and Asia.

In the U.K., Winterhalter’s field service technicians spend most of their day servicing or repairing machines in the field. They carry as much stock as possible in their vehicles to fix both Winterhalter machines as well as third-party machines.

In 2002, Winterhalter rolled out HP iPAQ handheld devices running Microsoft® Windows Mobile® software for Pocket PCs to technicians, to provide them with more information and reduce paperwork.

Technicians also recorded product codes and information on these devices. David Parsons, Financial Director, Winterhalter, says: “Users recorded the details of parts to be replaced so that we could either charge the customer, or order new parts if necessary. However, there were a lot of errors being made because technicians had to key complicated codes into the device.”

In addition, most of the technicians carried paper manuals to identify parts. With up to 70 different models of machines in the industry, it was impossible to carry a manual for each one. “If they didn’t have the correct manual, they’d have to call a technical person or the manufacturer’s technical helpline to try and identify and order the parts,” says Parsons.

“It was difficult to explain this kind of information over the phone, and as a result, incorrect parts were sometimes ordered. This led to a delay in fixing the equipment, or the customer being charged incorrectly.”

The organisation was keen to improve processes in two key areas. It decided to:

• Reduce cumbersome paper-based processes, including the reliance on dozens of paper manuals.

• Find an easier means of entering parts codes on the devices and transmit this information automatically into the service management and scheduling systems. This would also eliminate the need for clerks in the office having to re-key information.

“We were keen to find a mobile solution that made it easy for users to simply click on the relevant part onscreen, and that order to be placed automatically,” says Parsons.

Solution

The decision to roll out Windows Mobile devices in 2002 was a strategic one. “With Windows Mobile technology, you know what you’re getting,” says Parsons. “We looked at alternatives, including Nokia Communicators, but wanted a solution that was easy-to-use and offered a more familiar interface. We were confident that Windows Mobile was a stable platform that we could rely on in future.”

Winterhalter examined several applications on the market that extended Windows Mobile technology to meet the company’s specific needs. It chose to roll out PartsArena, a product developed by Microsoft partner Infomill, to 75 field technicians.

PartsArena makes all of Winterhalter’s manuals accessible on the technicians’ Pocket PCs. The interface is intuitive, and the need for training is minimal. Users can select the type of machine they are servicing and drill down into the information to find the relevant area or part of the machine.

Stephen Wilshaw, Business Development Director, Infomill says: “The user sees a diagram of the individual part and can zoom in and out. By tapping on the part, technicians can get a visual summary of part numbers and descriptions, and order the part.”

Information that is captured on the device is transmitted through a Bluetooth connection to the users’ mobile phones, to the company’s back-office systems.

“Jobs are closed automatically, or if new parts are needed, the solution prompts the store office to send the required part to the technician,” says Parsons.

PartsArena interfaces with TaskMaster, an application developed by Microsoft partner TBS. TaskMaster passes the information wirelessly to the back-office systems in logical, electronic forms.

“We also use the system to allocate jobs to engineers,” says Parsons. “Allocation software from 360 Technologies, which is built on the Microsoft .NET Framework, decides the most appropriate job for the technician depending on their location, and automatically sends the job to their device.”

Benefits

Increases Accuracy of Information

Previously, engineers had to enter complex codes into the devices to order the correct parts. Now, they can just tap on clear, onscreen images to identify parts and place orders. “We have significantly improved the accuracy of the data that is captured from the technicians as they no longer have to flick between screens or type in complicated numbers or codes,” says Parsons.

“If the organisation is charging a customer to fit a part, then they should be charged correctly first time. The solution prevents us over or under-charging by getting the part wrong, which could potentially mean disappointed customers or lost revenue for our business.”

Boosts Productivity across the Business

Prompt and efficient service delivery is critical to Winterhalter to retain competitive advantage. When ordering parts, the organisation can now be sure that technicians are equipped with the correct equipment first time.

“In the past, technicians often returned to the site to fit the part, only to find that it was wrong. They’d then have to re-order it and make a third trip to the site,” says Parsons. “This solution prevents these wasted trips.

“It also means that office clerks no longer have to spend time re-keying information into the system, which reduces the potential for error and frees them up for more productive tasks.”

Reduces Cumbersome Paper-Based Processes

Technicians no longer have to carry numerous paper manuals around in their vehicles, or carry them onsite. “They can view line drawings that relate to specific models on their devices,” says Parsons.

This results in significant financial advantages for the business. Parsons says: “The application can be easily updated if new manuals are released or new models need to be added, without the printing and distribution costs of numerous bulky manuals. Secure digital (SD) cards containing updates are simply circulated to technicians.”

In future, Winterhalter aims to transmit data by general packet radio service (GPRS), which means the company will be able to update the devices remotely.

Saves Time for Technicians and Support Teams

Technicians have access to a wealth of data, saving them time and effort when identifying parts, and reducing the need for them to contact technical helpdesks.

“Technicians can identify parts quickly and easily themselves. The solution gives them greater control and helps them become even more proficient at their work,” says Parsons. “In addition, the need for second visits to replace wrong parts has dropped dramatically.”

Improves Service Delivery

As a U.K. market leader, maintaining a reputation for reliable customer service and professionalism is essential for Winterhalter. The solution provides technicians with far more information than they could ever access over a telephone call. They have the correct information to complete the job first time, every time, including useful details such as the service history of each machine.

“Customers see a more professional side to our business. The information returns to our service management systems almost immediately after a job is complete, and we can post an invoice to the customer on the same day,” says Parsons.

The solution can also integrate with customers’ systems, so Winterhalter can transfer job status information to them online. Parsons says: “They have visibility of the work and don’t have to wait for a report to arrive days later in the post. They know the job is complete. We now offer a better service delivery package, and the solution gives us a clear advantage over our competitors.”