Case Study
KWB Schedules a Consistent Focus on the Customer
KWB is a total solution provider for heat and electricity from 100% renewable energy. The company strengthens its service network in Austria and Germany through the use of intelligent scheduling and appointment optimisation software, thereby aligning consistent digital service processes (end-to-end) even more strongly with the customer.
The Company: Full-Service Provider for Heat and Electricity from Renewable Sources
KWB is a premium solution provider for renewable energies and is considered an innovation leader in the industry. The specialist for wood heating systems, headquartered in Austria with global distribution, also offers solar thermal systems for domestic hot water preparation and heating support, heating containers, heat pumps, as well as storage and control technology and associated services.
For over 30 years, KWB has stood for “Power and Heat from Biomass” and is synonymous with innovative heating solutions from Austria. The brand from Styria, Austria, places people at the center with its strong customer orientation and pursues a clear vision: “We give energy for life!”
Thus, KWB stands for environmentally friendly energy systems and assures customers that KWB heating systems are a visible sign of responsible use of resources and the environment.
KWB products are used worldwide. The customer base includes single-family home owners, farmers, tourism businesses, commercial enterprises, and energy suppliers. In Austria, Germany, France, and Italy, KWB maintains a strong sales and service network.
The Project: Designing a Seamless Customer Journey
Like many medium-sized companies, KWB faced the challenge of efficiently and purposefully digitising its processes in a competitive growth market. The focus was on covering all processes related to the customer and customer communication, thereby creating a seamless customer journey and the best possible customer experience.
In addition to reducing the workload for internal staff through optimised self-service appointment scheduling and fully automatic Scheduling and route optimisation, a real-time connection for field service should also be achieved.
Seamless Digital Processes
With the use of Solvares Field Service solutions VISITOUR, MOBILE FLOW, and the APPOINTMENT add-on, KWB consistently maps customer orientation in service control and processing digitally end-to-end: from self-service customer appointment scheduling, through fully automated scheduling and deployment control of service technicians, to the service appointment at the customer’s site.
Through VISITOUR, the service technician deployments of over 80 service technicians in Germany and Austria are centrally planned and controlled in real-time. Through real-time data exchange with the mobile solution MOBILE FLOW, an even more agile scheduling of service technicians can take place in conjunction with the head office.
In advance, APPOINTMENT enables customers comfortable self-service appointment booking – also via mobile phone and tablet – and ensures a strong First-Time-Fix Rate.
Consistent Customer Focus
This seamless technological interaction of Solvares Field Service solutions, the consistent customer focus throughout the entire customer journey, and the complete transparency over deployments and appointments are the reasons why Christian Luttenberger relies on Solvares Field Service.
With software-supported service planning and deployment control, KWB sees itself sustainably equipped for further workload reduction and efficiency increase in internal and field service – especially with continuously increasing customer volume and continuous organisational growth. A roll-out to service units in Italy and France occurred in 2020.
Christian Luttenberger, Head of Customer Service at KWB, explains:
And further: “The heating market is characterised by competition, and we want to maintain our position as an innovative premium provider and further expand it through a consistently customer-oriented service business. The customer experience plays a key role in this, and here, with the solutions from Solvares Field Service and the technological advantage they offer for intelligent service automation, we see ourselves on the right track.”
What You Can Take away from this for your Service
- A seamless digital customer journey – from online appointment booking to service deployment – increases the comfort and satisfaction of your customers.
- Self-service appointment scheduling relieves internal staff and reduces inquiries, without compromising service quality and control.
- The combination of appointment scheduling and mobile app noticeably increases the first-time-fix rate.
- Real-time data exchange between internal and field service makes processes more transparent and enables agile, proactive deployment control.
- Digital, scalable service processes create efficiency reserves – especially with increasing customer volume and organisational growth.
Industry
Products in Use
Website
Results
- High Customer Satisfaction through a Seamless Digital Customer Journey and the Integration of Self-Service Appointment Scheduling
- Increase in First-Time-Fix Rate
- Efficient and Consistently Digital Processes, as well as Optimised Interaction between Internal and Field Service through Real-Time Data Exchange
- Workload Reduction and Efficiency Increase in Internal and Field Service with Increasing Customer Volume and Continuous Organisational Growth
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