Client Introduction
Lakshmi Card Clothing (LCC) has established itself as a significant supplier of card
clothing products, both in India and globally, due to its consistent introduction of
innovative products to the industry. As a leading manufacturer of card clothing, card
service machines, stationary flats, flat tops, fillets, and other key accessories, LCC
has solidified its position as a top player in the card clothing industry.
Problem Statement
LCC faced several operational challenges in managing the service requests from their
service engineers spread across India, including:
- Fragmented Communication: Miscommunication between service heads and
engineers leads to delays.
- Manual Task Assignment: Inefficient assignment of tasks causing resource
misallocation.
- Delayed Updates: Lack of real-time updates hampering timely decision-making.
- Inconsistent Documentation: Disorganized records such as photos of the
machine, copies of receipts for parts purchased, or documentation of the work
performed affecting service quality.
- Parts Ordering Complications: Cumbersome process for ordering replacement
parts, leading to extended machine downtimes.
- Reporting Challenges: Difficulty in generating accurate and in-depth reports
for decision-making.
The above challenges posed a decrease in efficiency and customer satisfaction,
necessitating a streamlined solution to optimize their service operations.
Solution
We developed a custom-built Service Order Management application designed to integrate
seamlessly with their Oracle Fusion ERP.
The application was developed focusing on three key roles:
- Service Head
- Service Engineer
- Admin
Key Features
- Service Request Creation: Service Heads can create detailed service requests,
assign tasks to engineers, and track progress.
- Task Commitment and Updates: Service Engineers can commit to tasks, update
their status in real-time, and attach relevant documents or images on progress.
- Sales Order Integration: Engineers can place orders for replacement parts
directly through the application and link them to the customer's account.
- Detailed Reporting: Admins have access to various reports such as Mean Time
to Repair (MTTR) and Mean Time Between Failures (MTBF) for strategic decision-making
and future growth.
- Preventive Maintenance: The Service Head creates a preventive service
request, and the Service Engineer completes the required preventive maintenance
tasks.
Results and Benefits
The introduction of the custom Service Management ERP with intuitive UI/UX led to
significant improvements:
- Better Team building: Real-time task updates and detailed reporting increase
accountability and cohesion.
- Cost Savings: Automation of parts ordering and optimized resource allocation
reduced operational costs.
- Efficiency Gains: Significant reduction in time spent on administrative
tasks.
- Customer Loyalty: Enhanced service quality leading to increased customer
loyalty and positive word-of-mouth.
- Cost Reduction: Optimization of travel routes and automated parts ordering
contribute to cost savings.
Conclusion
"The custom ERP Addon has revolutionized our service management operations. The
efficiency and reliability improvements are remarkable, and our customers have noticed
the difference," says LCC.
LCC recommends such custom ERP addons to any service-oriented business looking to enhance
its operational efficiency and increase the ERP adoption within the organization.