Some of our realizations
Sectors covered : Industrial Goods - Inspections - Facility Management - Utilities - Chemical Industries - HVAC - Public Transportation
Geographical coverage: BeNeLux-EMEA-Northern Africa - South-East Asia
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 supported by IFS FSM cloud, ServicePower and SAP.
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 our expertise in Field Operations WorkForce Optimization of the field technicians and inspectors, we review and assess the approach to a future centralized Workforce planning tool in term of processes, data flows, IT architecture and overall feasibility of the initiative.
We assist the ELIA Assets management team in their Field Service digitalization and transformation traject : detailed business case with expected benefits with our « Field Service Radar Assessment»©, user stories, functional scope for RFP, user stories, review and challenge of the FSM vendors.
TIC & Inspection practice
We lead the Field Service Management Transformation & Digitalization Program in the leading BeNeLux player within the Inspection business, supported by the Digitalization of the Operation's (>1300 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 our TIC experts, we are also accompanying several inspection companies in their selection of the best FSM providers suiting their needs AND supporting their to-be vision of their operations and in their implementation traject.
We analyse the peformance of the Facility Management operational activities (> 200 technicians) ,applying our « Field Service Radar Assessment»© approach.
The objective is to identify recommendations for improvement (processes, systems, people) 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).
JOHNSON CONTROL International
We support Johnson Controls International operations in streamlining their service business processes across Europe, Middle East, Africa and Latin America (EMELEA) along with the implementation of ServiceMax FSM software, and for their Building Maintenance Systems, HVAC Refrigeration, Industrial Refrigeration, Fire and Security business areas in more than 35 countries and 5.000 field technicians.
We act as ‘Product Owner’, providing advisory to IMPROVE the existing template, as “Senior Business Analysts” making the link between the countries and the HQ, and as ServiceMax/SalesForce technical architect to support the integration with multiple ERP’s.
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", Financial Times
We assist Sibelga in changing its field processes and tools for managing assets and works, through the implementation of an integrated FSM solution (Salesforce Field Service Management) for the planners and the technicians (>400 p). 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. Our FSM Project Manager leads one part of the transformation program.
We are regularly invited as Industry Speaker at several Field Service events and at Board of Service Management Directors, in several europoean countries (Finland, Sweeden, The Netherlands, BeNeLux,...), sharing 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.
With a team Field Service experts, we perform the « Field Service Radar Assessment»© from the Nagara Methodology to identify the hidden potentials of the service division of KRONES France-Belgium-Algeria, and we proposed a transformation traject to improve productivity, customers satisfaction, and employees satisfaction. As a second mission, we propose and implement a new organization, new practices, new governance, new KPI modelv and a better culture of "Service Excellence".
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.