Case Study
Johnson Health Technologies creates end-to-end digital processes and saves up to 25% in mileage
The Johnson Group is one of the largest fitnessequipmentmanufacturers worldwide. To optimize technical service planning and service processes, the company decided to introduce VISITOUR and MOBILE FLOW.
The Company: Fitness Equipment for the Studio and Home
For over 50 years, the Johnson Group has successfully produced and distributed fitness equipment for private and commercial use. Whether outfitting a private home gym or a state-of-the-art fitness studio, Johnson Health Technologies provides solutions for every fitness level and budget. The studio brand MATRIX, as well as the Horizon and Vision Fitness brands for discerning end-customers, are distributed from the Frechen location near Cologne.
Johnson’s global network consists of production facilities as well as development and research centers in North America, Shanghai, and Taiwan. Furthermore, Johnson has a worldwide network of 26 subsidiaries with a service network in a total of 60 countries.
The Project: Away from Excel, Towards a Better Customer Experience
Johnson Health Technologies was looking for a professional solution for the Field planning and Route Planning of its service technician assignments. The focus was on fast and reliable real-time Scheduling to provide customers with professional customer service and reliable service appointments.
The aim was to replace Excel planning with an end-to-end digital solution and processes, thereby shaping the interaction between internal and field staff in real time for a better customer experience.
The Solution: End-to-End Digital Processes
The implementation project was quickly realized with Solvares Field Service: Live operation started in less than eight weeks.
Johnson now optimizes the Scheduling of its Germany-wide servicetechnicianassignments with VISITOUR. The orders created in the CRM system are planned in VISITOUR, and the field team is connected via the mobile solution MOBILE FLOW . This enables an end-to-end digital process and dataexchange in real time.
Enormous Mileage Savings of up to 25%
Johnson was able to sustainably reduce its costs through improved Field planning and records up to 25% mileage savings, with an average saving of 15%.
Through the permanent synchronization of the VISITOUR and MOBILE FLOW systems, real-time data is available to central Scheduling, which is constantly taken into account in ongoing Route Planning.
Real-time synchronization provides service technicians with reliable data for their planned workday and assignments at all times, enabling them to make valid statements to customers on-site.
Efficient Processes and Increased Satisfaction
This leads to more efficient and end-to-end digital processes, while simultaneously improving customer service and ensuring high customer and employee satisfaction.
Michael Hoffmann, IT Manager at Johnson Health Tech, sums it up: “We’ve moved away from Excel! Customer inquiries can now be assigned immediately, and we can provide instant feedback on when the technician will arrive. This already takes into account failures, for example due to illness.” His conclusion:
What You Can Take away from this for your Service
- The move away from Excel to a specialized planning solution noticeably reduces manual effort and sources of error.
- End-to-end digital processes between CRM, Route Planning, and mobile app create transparency and accelerate the flow of information.
- Real-time data enables Scheduling and technicians to make reliable statements about appointments and assignment status at any time.
- Intelligent Route optimization significantly reduces mileage and costs – by up to 25% at Johnson.
- A closely integrated internal and field service communication improves the service experience and increases both customer and employee satisfaction.
Results
- Cost Reduction through Improved Route Planning: Mileage Savings of up to 25%
- Improved Customer Service through Valid Statements – Based on Real-Time Data
- More Efficient Processes and Optimized Interaction between Internal and Field Staff
- End-to-End Digital Process and Data Exchange: CRM – VISITOUR – MOBILE FLOW
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