Henry Schein optimizes customer service with SAP CRM and mobile workforce management
Henry Schein Dental, the market leader in European dental retail, plans to map its entire European service processes in the future on the basis of the SAP Customer Relationship Management (SAP CRM) application and a mobile workforce management solution. The implementation of the service project is being carried out by the international operating business consulting company ORBIS AG and mobileX AG. As pilot countries, Henry Schein Dental's branches in the Benelux countries have been using SAP CRM with mobileX-Dispatch as well as mobileX-MIP for Field Service for scheduling and connecting mobile service employees since the beginning of November 2014.
Previously, Henry Schein Dental's schedulers performed service technician staff scheduling using SAP Multiresource Scheduling (SAP MRS), which pulled order data from the SAP ERP application. A separate solution provided technicians with the service orders they needed. However, these solutions were only suitable to a limited extent as a basis for the intended standardization of service processes in Europe. In order to optimize and harmonize these, Henry Schein Dental decided to implement SAP CRM and the mobileX components as an end-to-end solution. ORBIS provided the interface for connecting SAP CRM to mobileX-Dispatch and mobileX-MIP. In addition, the service processes were revised and aligned with the SAP standard.
Customer service is clearly divided at Henry Schein Dental: For example, the technical service takes care of the installation, repair, maintenance and assembly of dental practice or laboratory equipment in dental practices. The internal customer service employees, on the other hand, are the first point of contact for customers. Thanks to a back-office and call center interface in SAP CRM, they can now enter service messages and find solutions themselves by accessing a knowledge database. The customer service representatives then decide whether the deployment of the technical service is necessary. If a repair is necessary at the customer's site, the repair order is triggered directly from SAP CRM and the appropriate technician is assigned on the basis of mobileX-Dispatch. During the assignment, the technician uses mobileX-MIP to record the service report on the services performed and the material used; this can be done both offline and online.
"mobileX and ORBIS advised us very well and helped us to effectively implement the project goals. Important for us was an increase in customer loyalty through more accurate information about the customer and at the same time an increase in the effectiveness of the service technicians through better planning. The seamless integration of the service processes with the ERP processes created a closed information loop and an end-to-end process. We are convinced of the performance and transparency of the CRM and mobile workforce management solutions," explains Thomas Johann, Director Information Services at Henry Schein. The plan is to roll out the created template to two more European countries in 2015. Gradually, service processes will be further optimized and harmonized throughout Europe.
About Henry Schein
Henry Schein provides its dental practice and laboratory customers with a wide range of materials and instruments from leading manufacturers as well as consultation-intensive capital goods and innovative technology solutions. As a full-service provider, Henry Schein supports dentists and dental technicians with a comprehensive consulting and service concept. Highly qualified consultants, specialists and technical service staff provide customers with individual support on their way to success. Henry Schein Dental Deutschland GmbH employs almost 1,200 people, is represented at almost 40 locations nationwide and stands for customer proximity and personal service on site. In 8 Dental Information Centers (DIC), Henry Schein presents generously designed dental worlds of experience with a comprehensive selection of modern furnishing concepts and an auditorium for advanced training and events at the highest level. For further information, please visit www.henryschein-dental.de.
ORBIS is an international operating business consulting company. ORBIS advises and supports international corporations and medium-sized companies - from IT strategy and system selection to business process optimization, system implementation and system integration. In doing so, ORBIS relies on the solutions of the market leaders SAP and Microsoft, with whom we have a close partnership. The core competencies include classic Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Logistics (EWM/LES), Manufacturing Execution Systems (MES), Variant Management, Customer Relationship Management (CRM), Business Analytics (BI, EPM and Data Warehousing) and Product Lifecycle Management (PLM). ORBIS supports worldwide rollouts of ERP solutions and processes as a reliable partner. Proprietary solutions for BI, MES, product costing and variant management as well as add-ons based on SAP complete the service portfolio. On the Microsoft Dynamics CRM platform, ORBIS offers numerous proprietary industry solutions and best practices such as SAP integration. Over 1400 successfully implemented customer projects are proof of our many years of experience in the automotive supply industry, construction supply industry, electrical and electronics industry, mechanical and plant engineering, logistics, metal industry, consumer goods industry and trade as well as financial service providers and pharmaceuticals. Our long-standing customers include Eberspächer, Hager Group, Heineken Switzerland, Hörmann, hülsta, HYDAC INTERNATIONAL, Jungheinrich, KSB, KUKA Roboter, Melitta household products, Paul Hartmann, Pilz, Rittal, Schott, Trelleborg Automotive AVS, Uponor, Villeroy & Boch, WAGO Kontakttechnik and the ZF Group.
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