Some of our realizations
Sectors covered : Industrial Goods - Facility Management - Utilities - Chemical Industries - HVAC - Public Transportation
Geographical coverage: BeNeLux-EMEA-Northern Africa
We assist Electrolux Europe in the development and rollout of their new Field Service Management model, consisting of aligned processes and FSM IT solutions to be rolled-out in 15 countries, in the next four years, transforming the way Electrolux service business will approach their consumers, and aiming to implement one of the best-in-class consumer experience, as well as user experience, system performance and improved technician- and back office productivity on the market.
Our Team of Field Service experts consists of the FSM Product Owner, leading the FSM product development, several FSM Transformation managers, taking care of the rollout and adoption with all the countries, and of FSM business analysts, bridging the business with the IT developpers.
We are part of the the european Consumer Centricity Tansformation program aiming at exceeding consumers expectation in the home appliance market in Europe.
With a team of Field Sevice experts, we lead the Field Service Management Transformation coming along with the global rollout of SalesForce FSM in the piloted country. Furthermore, our FSM key user is in constant contact with the field technicians and the dispatchers. We also advise the Global Team on best FSM practices for accelerating the success of the global FSM program.
Previously, and as a Global Process Owner for Field Maintenance & MT Member, we developed and rolled -out the first KONE Field Service Operating Model (globally aligned processes supported by a global FSM program), which resulted globally in streamlined maintenance organization and improved performance.
“KONE is one of the most advanced companies to focus on service, from which it achieves half of its revenue”, Financial Times, 24th of March, 2010.
We assist the ELIA Assets management team in their Field Service digitalization and transformation traject : how to initiate this kind of project, identification of expected benefits with our « Field Service Radar Assessment»©, building the the RFP and user stories, etc...
We are assisting Sibelga in changing its processes and tools for managing assets and works, through the implementation of an integrated FSM solution (Salesforce Field Service Management). Our business analysts are clarifying the need from the business, translating to the IT team, taking care of the testing, the training and the adoption by the end-users.
We took the lead as FSM program director of the Field Service Management Transformation & Digitalization Program in a BeNeLux player within the Inspection business, supported by the Digitalization of the Operation's (>1000 users) and the roll-out of Microsoft Dynamics 365 CRM for for Field Service FSM Software (planning optimization, dynamics check-lists, automated reports), for profit improvement, focusing on growth, value for the customers & all employees, and efficiency.
We are analysing the peformance of the Facility Management operational activities at bpost,applying our « Field Service Radar Assessment»© approach.
The objective is to identify recommandations for improvement based on the process and data analysis, gemba walk and interviews with the key stakeholders of the process.
We led a 4 years optimization program of the STIB-MIVB Brussels Public Transport Technical Division (1300 persons & 180M€) for a +10% investments efficiency. We Identified, developed, and implemented initiatives in Assets Management (technological governance, maintenance processes & FSM systems), Maintenance & Infrastructure projects Management (PMO, Prince2), HSQE (Health, Security & Safety, Quality, Environment).
Industry Speaker at several Field Service events and at Board of Service Management Directors, in several europoean countries (Finland, Sweeden, The Netherlands, BeNeLux,...), promoting best practices in Field Service Transformation & Digitalization, preferred selection of Field Service 4.0 initiativies, and how to maximize the impacts of Field Service Management Software implementation.
(add logo of Sandvik, PwC, Bemas)
With a team Field Service experts, we performed the « Field Service Radar Assessment»© from the Nagara Methodology to identify the hidden potentials of the servcie division of KRONES France-Belgium-Algeria, and we proposed a transformation traject to improve productivity, customers satisfaction, and employees satisfaction.
We initiated and led the 1 year restructuring program of the Service Business Unit (180 Field Servie Technicians and Commercials) for higher profitability & higher customer satisfaction, with the positive involvement of the unions. Mid-term vision and strategy, contracts portfolio rationalization, reduced staff, revised processes and IT FSM platform, new governance, and new operational reporting (incl. Customer Net Promoter Score)
Within our operational Excellence consultancy mission, we analysed the current performance of the TuboPlast Supply Chain factory (Casablanca, Marocco) and propose to the shareholders a roadmap to increase efficiency & satisfaction (employees & customers), based on the SCOR Supply Chain optimization model.