INOTEC Sicherheitstechnik GmbH is a leading manufacturer of emergency and safety lighting. The company sets new standards globally with modern, innovative, and high-quality products “made in Germany”. These include green emergency exit luminaires as well as safety luminaires and battery systems for emergency power supply.
Project business in the construction industry was identified as a challenge during the concept phase. Every building represents a separate project in which the electrical contractor installs emergency lighting products from INOTEC Sicherheitstechnik GmbH. However, other companies may also be involved in the project. Mapping this logic for the service using historical data for the service is very difficult.
L-mobile and INOTEC worked in close collaboration to develop a new data structure. This structure is displayed using service objects, which also record the information about the various systems over an extended period of time. With these objects, it is then possible to track the sales projects that have been incorporated into an object at any given time. Furthermore, any changes in ownership of systems (for example, in a housing community) can also be mapped. Based on this structure and the tight integration with the proALPHA ERP system, significant improvements could be made in customer service. The technician is shown the systems in a particular building which are relevant for the order they are working on—irrespective of their installation date or the company that installed them.
In-depth preparation for the respective work order is thus ensured. Based on these data structures, the CRM and service solution was rolled out further to a total of 100 employees across 4 locations in Germany. Among those employees, there are 20 technicians who work with the offline client.
| ERP system | Product | Devices | Technology |
|---|---|---|---|
| proALPHA | L-mobile service L-mobile sales L-mobile warehouse | iPads Laptops Desktop PCs | Integration of voltmeters External signature solution (signotec) on laptops |
INOTEC Sicherheitstechnik GmbH is an innovative mid-sized company with in-house development, design, and manufacturing, as well as a national and international sales organization. As a leading manufacturer and service partner for modern emergency and safety lighting, the company was in search of a mobile software solution.
The solution needed to support both online and offline use, as the central battery systems are often installed in locations where there is no guarantee of cellular coverage. Furthermore, the application needed to make the individual work steps in project management and the coordination process in the quotation management system, such as the assignment of multiple customers or quotations to one project, much simpler.
By using L-mobile service, it was possible to connect to the proALPHA ERP system. Direct connection to customer and project information as well as device history records and replacement parts simplified the service process, as this information can now be mapped digitally and seamlessly.
INOTEC wanted a central information platform that would also be available during offline use and this was achieved with the mobile solution in combination with proALPHA. The solution avoids duplicate data entry and improves the quality of data for the entire company. A seamless service process is achieved by assigning installed systems to service objects. Interaction with sales projects supports the work of the after-sales service. The use of tablets to manage field service operations proved worthwhile, as did the accumulation of further information on laptops and desktop PCs in the office.
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In the case study, you can read how INOTEC field service work orders are handled on a completely mobile basis and how the field service management software from L-mobile has made service processes simpler and more efficient.
Good customer service management is extremely important for INOTEC, as the company must be able to provide a fast response for all systems. To do this, staff in the office create one or more mobile field service work orders in the L-mobile field service management software. The system uses the ZIP code to determine which technician is best placed to handle the order and the order is then forwarded to the mobile end device of the designated technician.
The service technician can arrange an appointment with the customer via their mobile end device. With the help of the service planning software from L-mobile, all those involved in the project have the necessary information about the field service assignment.
With sales departments at four different locations and their own in-house service technicians, the company provides a well-positioned sales and service network for its customers. Customer management and mobile order processing are of crucial importance to INOTEC, as this ensures the quick and efficient handling of quotations and processing of sales orders.
The L-mobile sales software solution enables efficient sales work. Thanks to integrated CRM, customer data can be stored and processed securely and error-free. This results in customer-focused and proper order processing and enables field service staff to prepare for the customer visit and handling of the order.
Thanks to the digital warehouse management solution with L-mobile warehouse, INOTEC Sicherheitstechnik GmbH has been able to streamline its warehouse processes significantly. In addition to shortening process routes and reducing incorrect postings, the mobile warehouse management solution has enabled the implementation of digital replenishment control where necessary.
Mobile replenishment management now ensures much faster and error-free material flow between production and the warehouse. Digital replenishment control enables the early detection of stock reaching its minimum quantity, and replenishment can be requested on a mobile basis.
