Success Stories

TECAN is a highly innovative group. Very early on, they started to digitalize its service processes. As a manufacturer of healthcare supplies, TECAN is subject to strict regulation and therefore has exceptionally high quality and traceability standards applying to maintenance and service.
2019 TECAN started to introduce a new platform to meet the complex business needs and offer potential for future extensions.

The project involved verticalizing services in order to strictly standardize processes and procedures company-wide and thereby promote cross-border service and sustained growth.
In summer 2019, the project started. Beginning in August 2020, the solution was implemented within about 18 months, and in July 2021 the first rollout (to the UK, USA) was successfully completed. Round about 350 service and helpdesk employes are using the application.

„Our main goal is to get ready for the future. To me this meant building a solution that would support the planned transition to SAP S/4HANA without any problems and would be open for integration of innovative technologies such as IoT or virtual reality. As we have a powerful SAP landscape, investing in an SAP solution was an obvious choice also for service, and we recognized SAP Field Service Management as a suitable modern cloud solution.”

“proaxia is a partner that is a perfect match for us in terms of approach and mindset.
It was excellent teamwork. proaxia’s many years of experience in the FSM environment were of course a great gain for us! We will certainly continue our partnership.”

Andreas Hamann, IT Project Manager Customer Services / Project Management IT, TECAN
Ulrike Pfeiffer, Global Head of Service Operations / Project Management Business, TECAN

Belimed is a globally leading supplier of innovative system solutions for cleaning, disinfection and sterilization in the medical sector. As a specialist and pi- oneer in the field of sterile workflow solutions, Belimed con- sistently strives to strike new and better paths.

The modern cloud solution based on SAP Field Service Management provides excellent support for over 350 service technicians at 10 locations, supporting end-to-end information exchange and communication flow. The implemented end-to-end process starts with order registration in the back office service, continues with planning in the disposition service and service processing in SAP FSM, and finishes with invoicing in SAP ERP.

„proaxia provided us with excellent support, not only with the business blueprint but also with the implementation and the rollout.
We have a relatively complex service process. For this reason, it was clear that we need a reliable partner with deep knowledge about service processes and SAP systems. After all, proaxia developed the SAP FSM Cloud Connector. So far, no partner has had deeper insight into the integration of the SAP Service Cloud with the SAP ERP suites.“

Thomas Niederstein, Head of Business Processes & Business Applications CC, Belimed AG

AAB decided to revolutionize their customer reception process by implementing a world-class solution, which redefines customer experience while at the same time boosting efficiency at vehicle reception: proaxia Mobile Service Advisor. 

proaxia Mobile Service Advisor is a mobile iPad app that is integrated with SAP® Dealer Business Management. All steps of the dialog reception process are mapped in the app in full detail. Without changing media, the data is transferred to the SAP system for further processing. 

“We finally achieved the customer experience we were looking for to strengthen our position as a market leader in Qatar with a modern service reception and handover process”

– Amir Mahmood Acting CIO, AAB I.T. 

Headquartered in Zug, Switzerland, HOERBIGER group is active throughout the world as a leading player in the fields of compression technology, automation technology and drive technology.

HOERBIGER has redesigned the service business of wellhead compressors and has automated vital processes. The project comprises the entire process and IT integration from recording operating data to invoicing. proaxia realized the complex business logic using Internet of Things and Cloud Computing technologies and fully integrated with SAP ERP (ECC) and SAP Cloud for Customer (C4C).

“Automated monitoring, reporting and billing have now led to much more transparency. Sources of error were eliminated, and, despite the complex billing model, invoices are issued without delay, paid more rapidly and our liquidity is thus improved”

– Thomas Kriechbaum, Chief Process Officer, Executive Vice President Processmanagement and IT

As an international company with discerning clients in the capital goods market, Weiss Technik places great importance on fine-tuning its sales processes and continuously improving them.

To support the sales organization in the best possible way, Weiss Technik decided to introduce the CRM system SAP Sales Cloud together with proaxia.

“At Weiss Technik, we didn’t have any experience with Cloud systems. So it was of course important to find competent consultants who were familiar with the solution and could quickly understand our processes. proaxia and SAP have close ties; the companies worked together to present us with a transparent project approach. These were definitely good reasons to go with them”

– Daniel Pfeifer, project manager at Weiss Technik

At BALD, the Mercedes-Benz car dealer, iPads are now an established feature of the service reception area.

Bald AG has equipped several customer services locations with iPads including proaxia’s “Mobile Service Advisor” interactive reception app. This jointly developed app is fully integrated into the SAP Dealer Business Management solution via the SAP Mobile Platform.

„I’d say that more than 90 percent of our customers are enthuthiastic about the new digital reception process“

– Marin Radmacher, Head of Service Bald AG

The iPad solution developed for SPAR Management AG in Switzerland provides the following benefits for the supermarkets:

Current range always available and no more need for product lists on paper

No manual completion of order forms

Fewer inquiries to SPAR Head Office because current ranges are available at the supermarket

Automatic transfer of order data into the central SAP® Retail System

Increased sales generated by replacement items especially in fruit and vegetables

EvoBus GmbH is Daimler AG’s largest European subsidiary. With the brands Mercedes-Benz, Setra, OMNIplus and BusStore, they are the leading full-line provider in the European bus market and have a global presence, as well. As part of the Daimler Buses business unit, they are not only Europe’s largest bus manufacturer but also one of the leading bus manufacturers worldwide.

A holistic IT landscape was developed with proaxia as the lead implementation partner as part of the Business Transformation Services group. The SAP Dealer Business Management solution and surrounding systems have made EvoBus Aftersales Services – known as OMNIplus – more efficient.

“Teaming up with the Business Transformation Services group from SAP Consulting is an essential part of our ongoing success with the SAP Dealer Business Management project. The SAP team helped us design and further enhance our new processes in the aftersales area.”

– Paul Böhm, Dealer Business Management Project Manager, EvoBus GmbH

Kardex Remstar is one of the world’s leading suppliers of automated storage and retrieval solutions.

Callout planning for more than 200 service technicians and mobile handling of customer service callouts and reports with the Coresystems Field Service (now: SAP FSM), which is fully integrated with the SAP ERP system.

“We have already managed to cut the time between providing the service and sending the invoice from several weeks to six days on average for more than 50% of customer service callouts.”

– Andreas Heinz, Head of IT, Kardex Remstar Group.

Krones – the market leader in machinery and complete lines for the beverages and liquid food industry reorganized the processes for spare parts logistics in SAP.

With this project – supported by proaxia – various processes were standardized across plants in order to allow large-scale automation. Thereby Krones achieved considerable improvements: Transparency, speed, lean processes and more reliability.

“In this way we can plan our business exactly, delivering to our customers on schedule and give binding schedule information at all customer touchpoints. This is a significant factor in boosting customer satisfaction”

– Klaus Grimme, Head of Operations Central Lifecycle Service