Baumatic Case Study

About Baumatic

Baumatic are a major manufacturer of built in white goods with a fleet of 40 full time service engineers. They chose Complete Service Enterprise as a solution to their service desk needs. They had outgrown their existing service system and needed to find a solid replacement in order to expand. Implementing Complete Service Enterprise has enabled Baumatic to expand rapidly throughout the UK and Europe.

The Task

Baumatic faced several problems with their original service system which was holding back the development and expansion of the company. They were operating on a DOS based system which had many problems including:

Regular software crashes with lost data and lost calls.
No upgrade path with original system.
No management reporting.
Outdated system.
No call flow automation with original software.

The Challenge

Fixzone had to overcome some serious challenges to successfully implement Complete Service Enterprise at Baumatic. Among the demands were:

Preserve data imported from 'old easy log' system.
Gain a deep understanding of Baumatic's requirements and processes.
New system to work seamlessly with existing processes.
Complete Service Enterprise to integrate with existing accounts and billing.
Complete Service Enterprise to support 30 engineers in the field.
Produce comprehensive reporting.
Rapid installation with minimum downtime.
To intergrate with Iris Enterprise Exchequer accounts and stock control system.

"Complete Service Enterprise has been essential in improving the efficiency of our service operation without increasing our staffing levels. The support from Fixzone staff has been the best I have encountered ”
Rose Jones, Service Manager, Baumatic

The Solution

Baumatic needed a modern flexible system that could be easily upgraded and which was also future proof. Among the features included with the Complete Service Enterprise System were:

Comprehensive management reports.
Smooth installation with minimum disruption and downtime.
Training for staff to ease hand over of new system.
Completely automated service call flow.
Intergrate with Iris Enterprise Exchequer accounts and stock control system.
Complete contract maintenance module added.
Engineer laptop system to validate calls and ensure safe flow of information.
Complete Service Enterprise orders and charges for parts automatically.
Parts availability checked automatically.

Benefits

Since Baumatic adopted Complete Service Enterprise they have been able to rapidly expand their operation throughout the UK and Europe. Call entry is now stable, easy to use and extremely fast. Complete Service Enterprise has radically reduced the number of lost calls and errors. The introduction of comprehensive reporting has also enabled Baumatic to gain greater control over their business costs.

For more information and a demonstration of Complete Service Enterprise contact Fixzone now.

For more information on Baumatic visit their website www.Baumatic.co.uk