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Data and AI in Travel Industry for a Memorable Passenger Experience
Highlights
- Technicians used paper-based systems to service and track their field work at customers’ locations.
- Working with TCS, the company selected an SAP-based framework to streamline global processes.
- We developed middleware objects and user interfaces that are platform-agnostic and can support future changes seamlessly.
In this article
Challenges
Limited inventory visibility, inefficient processes slowed down Cargotec’s services period.
Cargotec’s mobile service technicians perform preventive maintenance and repairs on their cargo-moving equipment. The technicians used paper-based systems to service and track their field work at customers’ locations in Sweden and remote parts of Finland.
They were dependent on back office staff, whom they contacted by cell phone to receive work order requests, update customer records, and order parts. Their limited ability to locate the required parts and manage inventories affected their response times. They needed more efficient service orders and quick visibility into inventory data.
Solution
TCS implements system for mobile service technicians to access data anytime, anywhere.
TCS evaluated and analyzed various mobility solutions to maximize the utilization of existing Cargotec systems and processes, and minimize integration costs. To enable global process streamlining, we selected an SAP-based framework.
Our solution seamlessly integrated Cargotec's existing back-end processes with SAP Mobile Platform (Sybase Unwired Platform) to overlay their data sources and enhance them with mobile-specific scenarios and interfaces.
We facilitated data synchronization and offline usage, integration with Outlook and native devices, and printing capabilities.
Benefits
Cargotec realizes improved customer orientation, responsiveness, and satisfaction.
Service technicians are now self-sufficient, empowered by accelerated order processes and reduced data-capture errors. Near real-time inventory information has enabled quick sourcing and increased resource utilization, leading to value optimization.
Improvements
Using Mobile Business Objects, we obtained a common view of all their data sources, greatly reducing the complexity and cost of accessing each source. We enabled Cargotec’s technicians to quickly access 45,000 records per user—up to 2 million synchronized records.They now have the ability to order parts, manage inventory, report time and costs, generate reports, and update customer records, using their laptops.
We developed middleware objects and user interfaces to be platform-agnostic, supporting any future changes seamlessly.
TCS’ total commitment from analysis to execution was commendable.
what made this happen
TCS Enterprise Navigator is an integrated consulting framework with organizational change management abilities to help with business digital transformation.
With TCS Crystallus™ solutions, read how firms can embark on the digital transformation journey, enhance customer experience, and accelerate time-to-market.
Derive faster time to market and enhance performance with TCS Crystallus on Oracle Cloud. Learn more about our pre-configured industry solutions.
