Service Excellence

While activities in the land sector are mainly limited to the regional catchment area (Northern Germany, Hamburg, Bremen, Hanover, Kiel, Rostock, Berlin), the company is internationally positioned in the maritime sector (export share approx. 25%, focus: Korea, China, Brazil). In the construction of standard lifts, the company focuses on cooperation, but above all it has made a name for itself in the construction of new systems to a higher standard (including modernisation) and in the construction of special systems.

From archiving to comprehensive information management

"I can still remember the reference customer visit in May 2008 to MacGr
"I can still remember the reference customer visit in May 2008 to degor Germany GmbH & Co. KG (then still HATLAPA Uetersener Maschinenfabrik GmbH & Co. KG)," says Mr Nedden, authorised signatory of LUTZ Aufzüge. "At the time, we wanted to get into the subject with a sales file. The company's comprehensive machine and commission file - mapped in ELO, the enterprise content management system - convinced us, as the company ensured a high level of service quality with information that was available at all times." In the selection process (with consultant support) for a solution, a quick decision was made in favour of ELO. The decisive factor here was an obviously solid, reliable provider that had already been on the market for a long time. But the decision in favour of id-netsolutions GmbH, a competent consultant from the region, also played a decisive role.
The project started in 2009 in the machine factory with the "new building file". At the same time, the existing Neubau archive files were digitised with the help of a scanning service provider and transferred to the electronic archive with automatic indexing. Ongoing processes were digitised within the company itself. A positive side effect was the saving of file storage space: 5 additional offices and a training room (totalling approx. 250 m2) were created.
The company solution was then continuously expanded.

• 2010: Start with ELO in customer service for the service files, incl. contract files
• 2014: Introduction of the digital personnel file
• 2015/2016: Electronic incoming invoice processing process
• Current: Complete information management throughout the entire company

The success of the project is ultimately also due to the fact that the employees were involved right from the start. The "archive concept" was developed by those who would be working with it on a daily basis. The key user concept - one person responsible for ELO in each department - also made the project so successful.

Benefit analysis for the customers

The information system is the basis for perfect customer service. And the particular challenge here is the realisation that there is no single customer for a system. Although there is an invoice recipient, this is rarely also the operator or user of the lift. The interests of the customers (private customers, facility managers, hospitals, condominiums/property management companies, property funds, etc.) are also very different. Their information behaviour is also dependent on the diverse interests of customers, coupled with changes in communication behaviour (keyword: Amazon effect), driven by the Internet, social networks, emails, smartphones, etc.. Today's customers expect information quickly and easily. Employees must therefore be able to provide information at all times. Transparency within the company must be very high:

• Alle Informationen zur Aufzugsanlage gibt es auf einen Blick (auch mobil)
• Jederzeit können technische Unterlagen, Verträge, Schriftwechsel (z.B. mit Verwaltern oder zuständigen Servicetechnikern) nachvollzogen werden
• Keine Suche mehr nach Akten
• Integration in das Servicemanagement
• Serviceportale für Betreiber/Verwalter (z. B. Einsicht in Rechnungen und Verträge)

Summary and outlook

Today, the ELO information management system is the basis for documents throughout the entire process. The connection to ERP and CRM is a matter of course. The solution has a very high level of acceptance among all employees: ELO has become an integral part of everyday business. It goes without saying that the availability of hardware and software must be ensured. Data protection and data backup are fundamental prerequisites for this. An increase in efficiency has been achieved in particular by reducing the search time for documents. However, the consolidation of all the information distributed throughout the company relating to a lift (new build file storage, customer service file cabinets, repair orders, modernisation) is also proving to be a nice "side effect". In the next step, a customer portal is to be realised which, on the one hand, transparently displays all commercial data on the lift and, on the other hand, also shows the technical (operating) status. This requires coupling with monitoring data, e.g. from an IoT solution.