STENHØJ Gruppen A/S
The service engineers and office staff in the STENHØJ service business deliver the same as they have always done, but the way that they work has changed considerably and includes improvements that are significant for the creation of the professional service business from which STENHØJ is now harvesting the benefits.
Electronic invoicing gives us savings on stamps worth a six-digit amount. Added year by year, this becomes a lot of money.Niels Erik Rasmussen, group IT manager, STENHØJ Gruppen
Paper-based reporting processes that were part of the daily routines of the service engineers have been replaced by electronic, mobile processes. For example, service engineers send invoicing information about a job immediately after it is finished. STENHØJ is thus able to invoice a week earlier than before, which has a positive effect on liquidity. In addition, after the implementation of the solution, resources have now been freed up in the office, which makes it possible to work for the establishment of a central planning function.
Looking for new areas for optimisation
The partially project-oriented production company STENHØJ had to look at the internal procedures when the market for high-end automatic lifts and compressors changed, e.g. in the form of competition from cheaper products. Instead of trying to win a battle on prices, STENHØJ used the stagnation in the business environment as a new opportunity to find areas for optimisation – and prioritise strategically to sharpen the company's profile as a total provider. "In a market under pressure, the earnings have to be found in the service business," says Niels Erik Rasmussen, group IT manager.
Professionalisation of the service business
In cooperation with the EG business consultants, STENHØJ powered the entire value chain across production, sales, service and 30,000 service contracts. Instead of spending time on paper work, the company now spends time on what creates value, i.e. the service customers. The system controls everything from draft contracts to customer visits, profitability analyses, etc. "The overview simply makes our service business more professional," says Niels Erik Rasmussen.
Increased productivity with freed-up resources
STENHØJ is now ready to harvest the benefits from the extensive streamlining of the workflows in the service area. The freed-up time in the office will be used for the internal planning of service visits. The service engineers no longer have to spend time on planning, but can focus on servicing the customers.
"We are ready to harvest all the benefits from the new streamlined management of service visits and routes and expect to increase productivity considerably so that we can handle more visits during the day and take in more jobs – without hiring more employees. In addition, we can achieve large savings on fuel as we can use our vehicle fleet more rationally across the group," the group IT manager says.
Faster and more precise invoicing has an impact on both liquidity and revenue.Niels Erik Rasmussen, group IT manager, STENHØJ Gruppen
A solution for the future – also internationally
The service solution is central to the future strategic decisions about customer service at STENHØJ. A customer service portal where the customers can follow their health check reports is soon ready to go live, and the entire solution will soon be rolled out in Germany. Looking a bit further ahead, a number of optimisation initiatives will also be initiated in the UK. The plan is also here to automate job and route planning for all 150 service vehicles in the group.
Today, STENHØJ works more strategically in the service area compared to previously, and the company has the muscle power to invest. However, the present market conditions dictate that the company also keeps focus on evaluating which IT initiatives and investments will be profitable.
"We do not want to give any specific amounts – but I can say that management only approves initiatives that we know will create value," says Niels Erik Rasmussen.
Increased productivity means that today, we can take in more jobs with the same resources.Niels Erik Rasmussen, group IT manager, STENHØJ Gruppen
The service visits had to be streamlined in order to increase earnings in a market under pressure.
A service solution consisting of Dynamics Software Service Management, Microsoft Dynamics AX and ExpandIT Mobile Service.
- Professionalisation of the service business
- Strengthened customer relations
- Better resource use
- Financial benefits.
STENHØJ Gruppen A/S
STENHØJ Gruppen is a Danish family-owned company situated in Barrit in Jutland, Denmark. STENHØJ was founded in 1917 and has since then specialised within the same three business areas: automated lifters, compressors and hydraulic presses. Since 1993, a fourth business area has been added to the three existing areas, i.e. the service area.