Case Study
Uhlmann Pac-Systeme Digitises Global Service with Solvares Field Service
Uhlmann Pac-Systeme GmbH & Co. KG has its global service processes standardised and optimised. The digitisation of operations with the mobile solution MOBILE X has minimised efforts and lead times, increased data quality, and helps the organisation manage growth with the same staffing levels.
The Company: Leading Provider for Pharmaceutical Packaging Machines
Uhlmann Pac-Systeme GmbH & Co. KG, as part of the Uhlmann Group, is the world’s leading system provider for pharmaceutical packaging machines with 19 locations in 14 countries. Over 100 service technicians are deployed worldwide to service and maintain more than 10,000 machines in 80 countries.
In addition, another 200 specialists such as fitters, programmers, validators, and project managers are deployed worldwide to ensure the smooth operation of the packaging machines. Uhlmann Pac-Systeme plans and executes 2,500 assembly orders per year alone, worldwide.
Standardise and Optimise Field Service Processes
To standardise and optimise its global service processes due to strong growth, the company sought an intuitive, future-proof, and offline-capable solution for integration into SAP CS and HR in 2017. Additionally, the project aimed to improve the quality of reporting and accelerate the lead times for service orders.
Uhlmann Pac-Systeme ultimately chose MOBILE X, primarily due to the solution’s adaptability to the specific requirements of the pharmaceutical industry. Another decisive factor was the Release Monitor, an additional module of the mobile solution, which allows the internal service team to review technicians’ feedback before it is posted in SAP.
Phased Global Roll-out
The roll-out of MOBILE X began in Germany in January 2019. Subsequently, the solution was introduced at all service representations, for example, in Sweden, France, China, and the UK. Since 2020, MOBILE X has been in use worldwide at Uhlmann Pac-Systeme in five languages (German, English, Spanish, French, and Chinese).
Service technicians receive their orders via MOBILE X on their tablets or laptops and can view all details about the order and the system, such as service history and instructions. The orders include repairs, maintenance, preventive maintenance measures, or system modifications.
Dedicated teams of fitters, programmers, and project managers handle the commissioning of new systems, spending one or even several weeks on-site with the customer for installation. They also use MOBILE X for documenting their work.
Dynamic Field Service App Forms
In addition to feedback containing information on working hours and details in text form, technicians and fitters also create their service reports and fill out checklists and forms using the mobile solution.
For example, checklists for quality assurance during assembly completion are created and signed by the customer via the “Dynamic Forms” module. This ensures maximum operational and legal certainty.
Simplification of Internal Release Processes
The use of the Release Monitor has primarily digitised, massively simplified, and accelerated the internal release and follow-up processes for service orders. Previously, all order documents and checklists had to be manually transferred or scanned and reviewed in paper form to initiate subsequent processes such as travel expense approval, payroll, and customer invoicing.
Today, the review of feedback and the initiation of follow-up processes are carried out digitally and largely automatically across departments with the Release Monitor. This reduced internal logistical effort by 95% and allowed the increased order volume to be met with the same staffing levels.
Through the digitisation of service orders, eleven folder trolleys, which were filled annually with around 2,000 paper folders, could be eliminated at the Laupheim site of Uhlmann Pac-Systeme alone. Already during the roll–out phase, 35,000 printed pages were saved annually, which corresponds to half a ton of wood, over 9,000 litres of water, 1,800 kWh of energy, and 185 kilograms of CO2.
Improve Data Quality and Lead Times
Kai Kathan, Team Leader Services at Uhlmann Pac-Systeme GmbH + Co KG, on the project results:
Building Field Service with Dynamic Forms
For the future, Uhlmann Pac-Systeme plans to expand the use of Dynamic Forms. More technical details, such as equipment-related information or outstanding activities from the last deployment, are to be transferred to the form, so that technicians are even better equipped for their assignments and can fill out forms more easily.
What you can take away from this for your service
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Results
- Global standardisation of service
- Reduction of service order lead times by more than half
- 95% less internal logistical effort
- Fulfillment of an increased order volume with the same staffing levels
- Increased sustainability through digitised service orders
- Significant improvement of data quality
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