Previously, complaints at Palfinger reached the individual manufacturing locations in the most varied ways, sent by principal agents or local service partners via fax, phone or EDI - there was no standardised process. The operative expenses were enormous and inconsistencies in handling complaints lead to dissatisfaction among the partners.
"The challenge was to automate and standardise the complaint process while making allowances for special local conditions", says Helmut Nachbauer of ecomplexx.
In addition, we had to make the application, newly created in the course of the project, globally available and link it directly to SAP. Additional challenges resulted from the enormous data volume and the partially insufficient computer skills of the approx. 5,000 users.
The task
The highlights
eClaim SAP front end on the basis of rich Internet
The entry of complaints by SAP users was replaced by a rich Internet application. Palfinger opted for the Adobe Flex Server. The complex new system called "eClaim" allows Palfinger to coordinate the entire complaint process, ranging from local entry of a complaint online to the final decision and processing directly in SAP.
Higher customer satisfaction
The standardised decision process resulted in a higher degree of satisfaction with customers and service partners. The precise and extensive data collection as well as the use of over 15,000 error codes also enabled Palfinger to continuously improve product quality.