Situation afterwards:

The original version was put into operation in Spring 2010 and the following functions were implemented:

1.      Repair and service report generation

2.      Preparation of cost estimates

3.      Automatic generation of complaints in the complaint system if the device was within the warranty period

4.      Automatic subsequent delivery of used components to the service hubs.

5.      Mapping of different service levels for service hubs, which determined the possible scope of service activities per technician

For each device (printer or machine) that could appear in the decentralized service hubs for repair or maintenance, a service parts list was maintained that contained the individual spare parts or assemblies. Standard work steps that were necessary at the beginning and at the end could also be listed for each device. In addition to the activities for a service component, easy to-understand component designations were also maintained in the technician's native language. In addition to the component-specific costs, different service times were assigned to the units depending on the technician's set level of experience. The costs to be charged could be controlled for each service hub (flat rate or factor for charging price).

It was also possible to define all-inclusive packages that included a certain range of service items. At the beginning, the service history for each appliance was shown to the technician according to the serial number.

The data recorded in this way could be used to assess the service life of certain components, etc. The spare parts supply of the service hubs was also carried out by means of automated subsequent delivery information to the scheduling department. The service hub managers were able to carry out a range of analyses in individual Excel pivot reports.

Over the years, the system has been adapted to the changing process structure from various perspectives.