In 2015, Nestl\u00e9 Professional started looking for an automated solution for the installation and maintenance of its business coffee machines. Visiting its dealers, the company was introduced to the service management software by Relyon, after which Nestl\u00e9 became quickly convinced of its many benefits. Today, Nestl\u00e9\u2019s enthusiasm for Relyon has only increased: the service process has become much more efficient and the management information is invaluable.<\/p> \n \n
Nestl\u00e9 is one of the big names in the food industry. The Swiss company is the largest in the world when it comes to nutrition, coffee and water. Coffee in particular deserves an honourable mention, as Nescaf\u00e9 coffee is after Coca-Cola the most widely consumed non-alcoholic beverage in the world: 7,000 cups per second across the globe. The Netherlands takes up its fair share of that number, as Nescaf\u00e9 isn\u2019t just available in supermarkets, but also through the many business and commercial coffee machines run by Nestl\u00e9 Professional and its dealers. The Nescaf\u00e9 machines are everywhere, from universities to hospitals, says Ren\u00e9 Akerboom, the Technical Support Manager responsible for the technical management of the coffee machines.<\/p> \n \n
\nI have rarely seen a system that is this easy to use.<\/p> \n<\/blockquote> \n \n
A lot of manual work<\/h2> \n \n
Akerboom has been working for Nestl\u00e9 Professional since the nineties and soon focused on what became known internally as \u201cthe holy trinity\u201d: coffee, technology and service. \u201cTo provide the perfect coffee experience, all three of these must be top of the bill\u201d, Akerboom explains. \u201cWe already had the best coffee and the best machines, now we had to deliver the best service.\u201d Starting in 1994, Nestl\u00e9 Professional has been operating with its own service department in addition to a network of dealers. It is this department that Akerboom wanted to bring to the next level. The initial problem was that Nestl\u00e9 is mainly a sales company. \u201cWe had no systems available for service; the ICT within Nestl\u00e9 is focused on marketing and sales.\u201d<\/p> \n \n
This meant that until recently, servicing mostly involved manual work, with a physical planning board and an outdated card catalogue. \u201cThe planning was a lot of work\u201d, admits Akerboom, \u201cand we lacked overview. In case of sudden changes, things tended to go wrong. When clients asked for reports, it sometimes took me three days of work to get them. It also took a lot of calculating to determine what the appropriate price for a maintenance contract was\u201d.<\/p> \n \n
User-friendly system<\/h2> \n \n
The first encounter with the Relyon software came in 2014, through the Nestl\u00e9 Professional dealers. \u201cThese are technical service organisations and thus more likely to purchase software that fits their primary process\u201d, says Akerboom. \u201cSome were already working with Relyon and it seemed promising. We could ask them: what exactly can you do with it? Is it worth the investment? Of course we also looked at alternatives, but honestly, there weren\u2019t many. Relyon made such an impression that the choice was simple. I\u2019ve rarely seen a system that is this easy to use. And everything is done in Relyon, from timekeeping to parts usage.\u201d<\/p> \n \n
Nestl\u00e9 began deploying the system the way it was used by several dealers, already fully designed for the maintenance of coffee machines, including visit registration, travel times and parts administration. Relyon has properly managed the implementation process, says Akerboom. \u201cThey responded quickly to questions and were with us at every step. And because the software is developed by Relyon itself, they were able to explain to me in detail what the system could and could not do.\u201d<\/p> \n \n
\nForeign affiliates of Nestl\u00e9 now visit us to see how we do things over here.<\/p> \n<\/blockquote> \n \n
Identifying the problem<\/h2> \n \n
One of the changes that Akerboom wanted to see made to the system, was the ability to work with fault codes. \u201cI wanted to dive deeper into the reasons why clients need to be visited. Because of a malfunction, obviously, but what is a malfunction? Service engineers had the possibility to enter the exact cause into a text field, but every engineer has his own way of describing things. That is hard to analyse. Relyon then created an addition in which engineers can enter fault codes that we developed ourselves.\u201d<\/p> \n \n
The extra functionality now enables Nestl\u00e9 to figure out the actual costs per machine. \u201cWhen we started with Relyon in May 2016, that was the main objective of Nestl\u00e9: gain insight into the behaviour of each type of machine and the costs related to it. Thanks to the fault codes, we know the weaknesses of some of the machines, which means we can put suppliers under pressure. And make no mistake, they appreciate it too! They crave information to improve their products.\u201d<\/p> \n \n
No more paperwork<\/h2> \n \n
By using the tablets, the service engineers now do their job with a great deal of satisfaction. They open the system in the morning and immediately see all the tasks for the coming period: from installation and maintenance to breakdowns and dealer support. Once they started, their initial concerns melted away completely, says Akerboom. \u201cSome technicians had the idea that we wanted to keep an eye on them. And it\u2019s true, thanks to Relyon we gain insight into how technicians do their work. But doesn\u2019t everyone want to do a good job? Moreover, they can work as they always did, but there is no more paperwork involved. They are very happy with that, and they wouldn\u2019t want it any other way.\u201d<\/p> \n \n
One of the things Nestl\u00e9 refused to change was the self scheduling of maintenance visits. Akerboom: \u201cWe don\u2019t plan maintenance visits centrally. Taking away our service engineers\u2019 ability to schedule their own visits wasn\u2019t something we wanted to do; they know best what part of the day their clients prefer. So through Relyon we now provide a monthly list with maintenance visits that have to be made. The engineers can go ahead and make their own timetable. Relyon delivered a nice report for that.\u201d<\/p> \n \n
Insight and time savings<\/h2> \n \n
Nestl\u00e9 also discovered the differences in approach between the service engineers. \u201cWe see for example that one engineer likes to play it safe and replace a part more often than another engineer. Mind you, that doesn\u2019t have to be a bad thing. If you can save a maintenance job with 50 euros worth of extra parts, that\u2019s the smart thing to do. With the insight provided with Relyon, we can now see exactly what the most advantageous approach is.\u201d In addition, the back office has gained a lot of time, Akerboom says. \u201cIn the morning, the staff doesn\u2019t need to call all the service engineers anymore to give them the worklists. That time is now used to take care of the supply of parts. That used to be done manually, with engineers having to pick up new parts every 14 days. Now these are automatically supplemented every week.\u201d<\/p> \n \n
When Nestl\u00e9 Professional chose Relyon, service management software was completely new to Nestl\u00e9. \u201cI have had to do some serious talking to convince people\u201d, concludes Akerboom, reflecting. \u201cBut now foreign affiliates of Nestl\u00e9 visit us to see how we do things over here. There is no greater compliment imaginable. To ourselves, but also to Relyon.\u201d<\/p> \n","protected":false},"excerpt":{"rendered":"
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