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.