The NGC Group is an international manufacturer of wind power gearboxes and drive systems. More than 5,400 employees worldwide ensure successful growth through personal customer service, high technological and innovative strength and reliable quality.
At the beginning of 2021, the Duisburg subsidiary NGC Transmission Europe GmbH (NGC Europe) planned to map its comprehensive customer service processes in SAP Business One as part of a Six Sigma project..
COSIB enhances standard interface of the service call module in SAP Business One One
COSIB has extensively expanded the standard screen of the service call module in SAP Business One to meet the requirements developed by the project team, which relate to the phases that a service case goes through at our customer. Additional input and selection fields, checkboxes and appointment options were implemented, as well as a validated and context-sensitive display and hiding of these fields.
Response and processing times are visualised via a traffic light system and e-mails can be sent with dynamically composed text templates, depending on the previous settings.
Customised Fiori dashboards facilitate task planning
In addition to the adjustments in the service call module, Fiori dashboards tailored to the customer were developed with which relevant key figures can be tracked and analysed. In this way, the service employees involved are able to track at any time which tasks are due or behind schedule and which have a particularly high priority. This enables efficient planning and processing.
Successful project completion
"With the successful implementation and completion of the project, very precise and standardised recording and documentation of service cases is now possible at every stage," confirms the company's Managing Director.
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