Sustainable service expansion: technotrans intensifies focus on digitalisation for enhanced customer proximity

  • Field service management software for optimising service technician deployment
  • Increased training for remote service technicians
  • Emphasis on speed, efficiency and CO2 footprint reduction

Facing climate change, scarce resources, a shortage of skilled workers and dynamic economic developments: industrial companies are encountering growing challenges that demand innovative solutions across all business areas and markets. To respond more swiftly and precisely to customer inquiries while also reducing its carbon footprint, technotrans is expanding its global service portfolio with a focus on digital solutions. This includes the expansion of remote service, the company-wide adoption of a digital deployment planning system and comprehensive data collection to identify further optimization potential. These initiatives aim to sustainably ensure the competitiveness of technotrans’ customers. However, it is not only customers and the environment that benefit, but also technotrans employees.


“Speed and proximity are the be-all and end-all in service. Our goal is to secure our customers' production processes and prevent downtime,” says Michael Lind, Head of Global Service. “The key is the consistent digitalisation of our service portfolio combined with the effective deployment of our staff – globally.” This year's focus on digital solutions is highlighted by measures such as automated, paperless processes, the implementation of a mobile support app, and services via Augmented Reality (AR) glasses. Early in 2023, the pre-launch of technotrans’ own spare parts online shop marked a significant step in providing faster and direct access to components for technotrans products. Over the medium to long term, more than 50 percent of all spare part inquiries and purchases are expected to be conducted through this portal.


Now, the thermal management specialist is taking the next step: by employing a new Field Service Management application, technotrans is optimising its service technician deployment planning, thereby enhancing overall productivity. The system also reduces environmental impact by shortening travel times and lowering fuel consumption through better coordination of service technicians. Another digital approach is the increased training of remote service technicians. Supporting customers remotely eliminates the need for unnecessary service trips and reduces response times. For service technicians, this also means greater flexibility in their workplace organisation.


Targeted utilisation of competencies and data

Further measures include sustainable personnel planning using a cross-location skills matrix. “This enables us to deploy our staff in a targeted manner according to their skills, ensuring that customers receive the best possible service,” emphasizes Lind. For technotrans, this tool is crucial as the company operates in various markets and continuously explores new applications for its thermal management solutions. Against the backdrop of the skilled labor shortage, the competency matrix also facilitates targeted succession planning and the effective integration of new employees.


technotrans intends to identify further optimisation potential through comprehensive data collection and process analysis starting in 2024 – the use of Artificial Intelligence is also in preparation. “To achieve our sustainability goals and increase productivity, we are examining all aspects: from optimising the inventory of vehicle fleets and tools to downsizing and assessing the provision of professional disposal of old devices and their potential reuse,” says Lind.


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