Case Study
Christ Wash Systems Automates Service Processes and Delights Customers.
Christ Wash Systems has optimized its service with Solvares Field. The new deployment and Route Planning has brought about significant improvements in numerous areas and provided clear relief.
The Company: Innovative Car Wash Systems for Professional Vehicle Cleaning
Christ Wash Systems (Otto Christ AG) has been one of Europe’s leading manufacturers of car wash systems since 1963. Otto Christ AG’s product portfolio ranges from gantry car washes, conveyor car washes, and self-service car washes to tram, train, bus, and truck wash systems, as well as water recycling systems.
The company is a family-managed stock corporation, employs 1,500 employees, and maintains subsidiaries in Austria, Switzerland, the Netherlands, the Czech Republic, Slovakia, Hungary, Spain, and France. The car wash manufacturer’s motto, “More than car wash,” quickly takes shape in conversation with Authorized Signatory Stefan Bernhard. He emphasizes:
The Project: Comprehensive Improvement of Service Processes
How can knowledge be transferred, processes automated, and technicians’ routes optimized? How can fault reports be recorded in a customer-friendly manner? And how can a mobile app, ticketing system, and software for deployment and Route Planning work hand in hand?
Otto Christ AG has extensively addressed these challenges. A bachelor’s thesis was also commissioned on this topic within the company, visualizing initial potential processes: always in search of Field Service Management software that could comprehensively and digitally map and automate the organization’s service processes end-to-end.
VISITOUR as Central Planning Intelligence
Christ Wash Systems found what they were looking for with Solvares Field Service: In an initial Proof of Concept in Austria in autumn 2019, it was first verified that VISITOUR, as a central planning and optimization intelligence, can map and automate all service processes in practice.
After a successful pilot phase, preparations for the Austria rollout began in May 2020. In the first step, the entire car wash service area was connected to VISITOUR.
Through optimal integration with Otto Christ’s leading ticketing system and its proprietary mobile app, a holistic solution was created. Previously, it was difficult to record all details regarding fault reports, which were sometimes received directly by technicians via phone calls.
Full Transparency on All Orders
Through the seamless integration of VISITOUR, faults are now easily recorded, planned, and stored, ensuring all stakeholders always have an overview of the current situation and full transparency on all orders.
Christ Wash Systems’ Authorized Signatory Stefan Bernhard says today that they chose VISITOUR for much more than just Route Planning software. He values the solution’s automation potential, which simultaneously and sustainably promotes customer and employee satisfaction while minimizing the company’s CO2 footprint and travel times.
Extensive Automation
Through VISITOUR, Otto Christ has succeeded in optimizing the entire dispatch process: the planning of maintenance orders now runs fully automatically. Team leaders can concentrate on employee management, customer service and Surveyors, and escalation management, being fully available for customers and employees.
Thus, Otto Christ can now fully automatically plan service deployments precisely according to various types of assignments and consider the relevant factors for each customer:
Significant Time Savings
Otto Christ has calculated the working time technicians spend solely on the road and has concluded that 25% of a technician’s working time is used for travel.
Convincing Skeptics
The biggest challenge along the way? As a cooperatively managed company, the task was to convince all field service employees. Meanwhile, even initial skeptics say: “It’s great to have a system that provides us with orientation. A system that reduces our workload and optimally supports us.”
The rollout for Germany is being prepared and will be supported by comprehensive training sessions within regional conferences across the country. Otto Christ has also already defined the next goal: In the second step, following the successes in the service area, installations are also to be planned and organized via VISITOUR.
What You Can Take away from this for your Service
- A central planning intelligence links the ticketing system, mobile app, and Route Planning into end-to-end digital service processes.
- Fully automated appointment and maintenance planning saves a significant amount of time and creates space for leadership, customer service, and escalation management.
- Intelligent Route Optimization significantly reduces travel times and mileage – thereby freeing up capacities that directly benefit the customer.
- Real-time information on all orders improves collaboration between internal and field service and enhances service quality.
- High transparency regarding faults, deployments, and SLA deadlines strengthens controllability and customer satisfaction.
- A clearly communicated, guided rollout helps convince skeptics – and embed the benefits of the new solution throughout the team.
Results
- Cost Reduction through Improved Route Planning: mileage savings of up to 25%
- Optimal Customer Service through SLA-Compliant, Fully Automated Planning of Maintenance and Interval Appointments
- More Efficient Processes and Optimized Interaction Between Internal and Field Service Through Real-Time Information
- End-to-End Digital Processes and 100% Order Transparency
- Even Utilization of Employees
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