DocuWare > Case Studies > A Document’s Destiny

A Document’s Destiny

DocuWare Logo
Company Size
11-200
Region
  • Europe
Country
  • United Kingdom
Product
  • DocuWare Solution
  • Destiny Digital Pen
  • Destiny Digital Pad
  • Solarvista software
Tech Stack
  • Bluetooth
  • Infrared Camera
  • Digital Paper Technology
  • Server Technology
Impact Metrics
  • Cost Savings
  • Customer Satisfaction
  • Productivity Improvements
Technology Category
  • Application Infrastructure & Middleware - Data Exchange & Integration
  • Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Functions
  • Field Services
  • Human Resources
Use Cases
  • Inventory Management
  • Remote Asset Management
Services
  • Software Design & Engineering Services
  • System Integration
About The Customer
Serviceline is a company founded in 1989 that works closely with the food service industry to maintain kitchen/catering equipment and appliances. The company provides installation, warranty, and emergency service support for all major makes of commercial catering equipment found in establishments like restaurants, hospitals, and stadiums. Serviceline has 173 employees, of which 120 are engineers. These engineers are equipped with a digital pen and pad to complete their Field Service Reports (FSRs). The company has won the annual International Safety Award consecutively since 2005, which may be due in part to its well-organised documentation processes.
The Challenge
Serviceline, a company that provides maintenance and repair services for kitchen/catering equipment, was facing several challenges. The company was dealing with a high volume of paper-based Field Service Reports (FSRs) that were sent in by mail, taking at least two to three days to arrive. These reports then had to be manually indexed by a Job Manager. This process was time-consuming and inefficient. Additionally, the company was required to retain information for its customers and suppliers, which led to a need for a large amount of physical storage space. The company was also looking to improve its customer service and invoice control processes.
The Solution
Serviceline implemented a solution that combined the DocuWare Solution, a Destiny Digital Pen and Pad, and Solarvista software. The digital pen and pad allowed engineers to complete their FSRs and send them in electronically, significantly reducing the time it took for these reports to be received and processed. The DocuWare Solution served as a repository for these reports, as well as other documents such as HR files, purchase orders, and invoices. The Solarvista software was used for correct indexing and tracking of labour hours. The solution also allowed for photos of old parts to be taken and emailed to the FSR, ensuring that exact replacement parts could be purchased right away. The solution was implemented across the entire company.
Operational Impact
  • The solution streamlined processes, enabling faster access to documents and more efficient document control and management.
  • The secure document storage eliminated the need for physical storage space.
  • The solution improved customer service by providing immediate access to job information, enhancing customer relations.
  • The solution improved invoice control, as invoices could be mass scanned and accessed by everyone in the operation.
Quantitative Benefit
  • Reduced time to send in orders.
  • Lowered risk of incorrect orders.
  • Improved speed of customer service.
  • Eliminated physical storage of paper documents.

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