Full control across the field
Global IT service provider Hemmersbach coordinates their 5000 employees and their subcontractors in the field with Fieldcode’s FSM software. Delivering proactive service and a significant increase on the workforce productivity helping Hemmersbach to increase their revenue on a constant basis.
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| Company | Hemmersbach |
| Industry | IT Services |
| Size | 1001-5000 Employees |
| Headquarters | Nuremberg, Germany |
| Website | www.hemmersbach.com |
We have full control over the distribution of tickets and utilization of our worldwide partner network. With Fieldcode we integrated all our partners and are now able to manage all of them just like our own resources. This eventually resulted in a 30 % increase of our productivity rates.
Matthias Döhler, Senior Executive Partner – Hemmersbach
Challenge
Hemmersbach, a global IT field service company with more than 5000 employees, requires a solution that enables them to manage their ticket handling as well as the monitoring of the ticket handling for their internal resources in the same way they use to manage their external partner network. The primary goal for Hemmersbach is to increase the productivity of the entire workforce – especially of the employees in the field.
Solution
The specialist for global IT infrastructure services manages their worldwide service network with Fieldcode. Around 7 million tickets per year and more than 80 API connections to different customer tools require a robust solution for process automation. Hemmersbach’s entire partner network is connected with Fieldcode in order to route tickets and monitor the ticket handling in the same way as their own resources.
That way, Hemmersbach increased the productivity of their combined workforce and further increased utilization by almost 30 %. Real-time monitoring in Fieldcode’s dashboards and the connection to PowerBI enable Hemmersbach to make quick decisions and take corrective measures wherever needed.
Key benefits
More than 80 API connections to different customer tools in order to be able to handle every ticket for every customer in just one tool
Increased workforce productivity of the workforce by 30% due to efficient use of the resources
Integration and management of the partner network which allows for seamless planning – just like you plan own resources
Processes can be adjusted on a project basis
Proactive and automated customer communication keeps customers informed throughout the resolution process
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