For clear and quick communication between companies and customers

Robert Keller, Director Business Services International at Bizerba

Bizerba, the technology company from Balingen, is expanding its mobile productivity service in the service portfolio to improve dialogue between customers and companies. “Especially in economically difficult times it is important for customer loyalty to create communication as effectively and clearly as possible,” says Robert Keller, Director Business Services at Bizerba. He is presenting Mobile SIS – a mobile solution for service engineers at Voice Days plus 2009.
 
“The customer calls our call centre. An order is then issued and is transferred to the control room, the SIS Control Centre using SAP administration software. From there staff send out all necessary information, for example specific details about spare part management or equipment history, via GPRS/UMTS to the relevant engineer’s pocket PC on site,” says Keller. He/she then sends the customer confirmation by fax or email. “When the order has been completed,” continues Keller, “all order data is checked with SAP and compiled into a service report. Then an invoice is drawn up and sent to the customer.” What is also new is that the spare parts used are automatically delivered the next evening to the engineer’s vehicle without any separate ordering.

Bizerba employs about 1000 staff in customer services worldwide, 240 are employed as service engineers in Germany. The SIS countries at Bizerba include Switzerland, Italy, France, the USA, Hungary, Belgium, the Netherlands and England as well as Germany. Roll out to another 18 countries is planned.