call an expert
Service orders
to work
communication
- Ticketing
- Multinational
- Checklist
- Manufacturing
- SAP
Challenges
- Customers expect speed
- Old custom application
- Information in different places
Solutions
- All information from the notification in one place, the 'service request'
- Automatically read out PDF
- Multilingual customer communication
Benefits
- Everything digital
- Customers happy with the speed
- Technicians have more time left
Background
Topline, a Gelderland-based company supplying worktops for kitchens and bathrooms, sells its products through partner companies and kitchen studios in the Netherlands and Germany. Following its acquisition by Dekker Zevenhuizen, both companies have begun utilizing FieldBuddy to improve their operations and provide more effective customer support.
The range extends from composite, granite, ceramic, HPL, top core, stainless steel, glass and himacs to solid wood. Orders from various home furnishing stores arrive at Topline. Topline then produces the ordered custom worktops and delivers them to the kitchen stores and residential studios via a logistics service. Read more about Topline at toplinemaatwerkbladen.nl.
Previous Challenge
In the past, Topline did not keep track of all their work digitally; technicians still worked partly on paper in addition to their own developed solution. Customers received an appointment confirmation by post. Not very efficient. In this way, they could not offer the speed that is expected by many customers today. Topline wanted to move faster to better help their customers in terms of service.
Solution
FieldBuddy as a field service solution
Slijkhuis explains his choice for FieldBuddy: “We wanted to be able to switch faster! Unfortunately, with our old system it was not possible to connect in real time to a technician’s tablet. We had three parties give a demo. FieldBuddy came across as professional and matched our wishes well. We want to be completely digital, collect all information clearly in one service message and we were looking for support for multilingual communication.”
We can switch much faster with FieldBuddy!
Service department head of Topline
The implementation
Multilingual communication via work orders
Topline has customers in Germany and the Netherlands. With FieldBuddy, all communication is automatically sent in the correct language. This means that customer agreements and overviews always reach the right person in the right language in an understandable manner.
Manually entering service orders is a thing of the past
Topline customers send service orders via PDF and these PDF files are now automatically read using the link between FieldBuddy and DocParser.
Appointment confirmation via email
With FieldBuddy, an appointment is scheduled in the Dispatch Panel and an appointment confirmation is immediately sent to the customer by email.
Integration with Microsoft SQL Server
Topline works using a custom sheet order system based on Microsoft SQL Server. FieldBuddy Consultant Mitchell de Vos explains: “We have built a link between FieldBuddy and the order system, whereby data on custom worksheets is automatically loaded every 10 minutes based on a Topline order number. When a service request comes in, the custom worksheet is already known in FieldBuddy. This allows us to work quickly.”
The conclusion
Slijkhuis says: “We are very happy with FieldBuddy! We have a more professional appearance. We can work faster. Technicians do not have to return to the business, so they can drive to an additional address or log fewer hours. This way we can help our customers even better.”
