Planning for fault reports and regular maintenance is a continual balancing act between the need to provide a good service to the customer on the one hand and the availability of capacity and parts on the other.
To be able to make the right decisions, clarity about the object being maintained and the location is required. Where fault messages are handled by a call centre, it is essential that a complete script is followed. The product data for the object must be instantly available so you know which parts are affected. Equally important is being able to see information on the availability of parts and engineers who are qualified for the job. Finally, you need to be able to effectively assess the priority. If these aspects have not been properly catered for, that is when things can and frequently do go wrong: an unqualified engineer is sent out with the wrong materials, regular maintenance is not scheduled or fault messages are not given the right priority. This represents a waste of money and capacity and will give the customer reasonable grounds for complaint.
The PeachGroup approach gives you visibility and oversight so you can plan properly. This results in greater efficiency, vastly fewer mistakes and better service performance.
Central to PeachGroup is the correct and rapid logging of requirements. The inputs for this are varied. A small selection of the processes we have experience with:
PeachGroup uses SAP PM and SAP CS for intake management. In addition to SAP MRS, PeachGroup also has experience with a number of add-on systems for dispatch management, such as Mobile X, Click Schedule, Tensing and TomTom WEBFLEET. These systems allow planning processes to be optimised and automated so that the right staff member is always with the right materials at the right location at the right time. See here the software modules we have expertise in.