Innovation and concrete. This is the DNA of Putzmeister, one of the world’s leading manufacturers of concrete pumps. In order to provide an innovative, smooth and efficient customer experience, the company modernized and optimized its after-sales activities. The challenge lay in the previous service process.

“Although we worked with SAP at all seven service locations in Germany, we had local peculiarities in the process itself,” says Bernhard Urban, Head of Customer Service Germany at Putzmeister. The service process was not stringent and had media discontinuities. “For example, we generated a lot of paper outside the system using manual tools in order to find the loop back into the system. We have always been very strong in field data collection, with all the pitfalls of manual recording, but then virtually buried the data in pdf files”.