Digitization process at Leadec
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Leadec Group is transforming its field service operations by digitalizing processes to enhance customer experience and efficiency. The company aims to create a unified approach through system-supported workflows, real-time transparency, and integration with advanced technologies. This transformation is driven by shifting customer needs and the digital evolution of the industrial sector, positioning Leadec as a leader in the factory of the future.
Digitization process at Leadec
- 1. Industry Breakout Session Transforming the Customer Experience with Faster, Smarter Field Service Intercontinental Hotel Union Square 11/20/2019 9:30:00
- 2. Markus Hucko COO Leadec Group Markus [email protected]
- 3. Industrial Service Provider for the factory of today and tomorrow Leadec Americas Europe Asia In more than 250 sites Sales €900 million More than 20,000 employees More than 50 years Industry experience In 14 countries
- 4. Our Vision: We are the leading industrial service provider for the factory of today and tomorrow Our Vision: We are the leading industrial service provider for the factory of today and tomorrow Our Vision: We are the leading industrial service provider for the factory of today and tomorrow
- 5. Why we were successful in the past: Local Approach Current Mode of Operation ConsequencesStatus Local entrepreneurs manage customer satisfaction Processes customized to local needs on each site Administration kept local Very flexible assignment of staff to customer requests Focus on relationship to customers site manager, less on completeness of service fulfilment Low degree of standardization, harmonization and overarching transparency No common IT system, paper based workflows, manual entries into different systems, double data handling No system supported workforce management, manual dispatching implies risk of sub-optimal resource planning
- 6. Two main drivers Why we need to change Need for changeChanged Customer Needs • Harmonization of global processes => common operating model • Integrated end-to-end solution for all costumer centric processes from lead to invoice • System supported dynamic workorder dispatching to fully utilize Leadec’s workforce • Integration with adjacent systems, e.g. BI, ERP and HR => single source of truth • Ability to plug into the ecosystem of the factory of tomorrow • Real-time transparency of service fulfilment • KPI driven service task management • Cross-site bench- marking • Unified approach for all sites • Easy customer interfaces • Link into customers digitized processes Factory of the future • Artificial Intelligence • Cloud based • Self-reconfiguration • Inter-Connectivity • Adaptability • Flexible Automation
- 7. Extract of the World Economic Forum Drivers of the 4th Industrial Revolution Three technological megatrends are the principal drivers of a Fourth Industrial Revolution transformation in production:
- 8. Our automotive customers are heavily investing in digital platforms Digitalization has reached the industry maturity Volkswagen Industrial Cloud BMW‘s Open Manufacturing Plattform
- 9. How Leadec fits in this ecosystem Leadec’s factory of the future Efficiency Physical Information Sensors Scanners M2M Apps Platforms Collect data Analyze data and derive insights Trigger service activities Conduct and document service activities Invoice service activities Advanced Analytics Maschine Learning AI Feedback Trigger Transparency Service Quality
- 10. Leadec improves its internal process performance through digitalization Digitalization of Leadec’s Sales and Service Processes Integrated 360° Sales Management OrderLead Invoice Integrated Service Delivery Data Exchange e.g. change tasks • Lead and account management • Opportunity and contract management • Sales steering & business development • Service planning and dispatching • Digital and mobile workforce management • Service delivery approval and invoice preparation
- 11. The process of service delivery and workforce management has been fully digitalized (1/4) Digitalization of Leadec’s Sales and Service Processes Account / Asset Administration Service Contract Management Customer Asset Hierarchy Customer Service Areas Designated Service Resources & Skills Full Service Contract Overview Detailed Service Information
- 12. The process of service delivery and workforce management has been fully digitalized (2/4) Digitalization of Leadec’s Sales and Service Processes Work Preparation Work Planning & Dispatching Product / Work Type Information Detailed Checklists for Service Delivery Workforce Management via Gantt-Chart Asset Parameter Checking Capacity-based Scheduling
- 13. The process of service delivery and workforce management has been fully digitalized (3/4) Digitalization of Leadec’s Sales and Service Processes Mobile Workforce Management Case Management Enhanced FSL Mobile Functions Fully integrated Asset Management Case Management with FSL Integration Work Order Connection Failure Code Analysis and Closing Reason Tracking
- 14. The process of service delivery and workforce management has been fully digitalized (4/4) Digitalization of Leadec’s Sales and Service Processes Costumer Community Portal Reporting & Dashboards Customer Portal Einstein Analytics Dynamic Dashboards Serviced Assets Tracking
- 15. Our “Digital Journey” for the next years “Get rid of excel” "Become smart" " Become leading edge " Digitization of Leadec’s core business processes Use integrated applications landscape to improve existing service offerings New services based on Leadec’s enhanced digital capabilities Develop new services based on advanced technology Extend the activities in IoT Create additional value for the customer by combining data which we collect • Customer interfaces • Apps to support existing services • Use gained data to improve processes and service delivery • Customer order management • Work order management • Time tracking • Integration of systems