Missed service handoffs
Preventative maintenance offers after a generator sale relied on an email handoff that was being missed.
Versago for SAP B1 Case Study
How Collicutt Energy, which sells and services industrial engines, put five disconnected processes on Versago portals synced with SAP Business One.
About Collicutt Energy
Collicutt Energy sells, services and supplies parts for engines that power compressors, generators and pumps. Its jobs include solution builds, rebuilds and maintenance, run across a 70,000 sq ft facility. The company runs SAP Business One as its ERP.
The Challenge
Collicutt runs complex jobs across a 70,000 sq ft facility, including solution builds, rebuilds and maintenance. Updates on each job traveled by email and paper, and only a few people could key them back into SAP by hand.
The same gaps showed up across the business. Service contract offers were missed after generator sales, and field service ran on scattered forms of communication.
Collicutt needed people in each role to reach and update the SAP Business One data their job requires, without adding another app.
Preventative maintenance offers after a generator sale relied on an email handoff that was being missed.
Parts team members took a laptop home so they could log in to SAP and check stock.
Editable PDF forms went to managers by email, so PTO was hard to see across the company.
Dispatch and job details moved through disparate channels, and a separate app would need its own SAP integration.
The Solution
Collicutt uses Versago, Third Wave’s portal platform, with Bizweaver for integration and process automation. When Collicutt was in the market for a field service app, it saw that Versago could cover that need too. Versago ships with pre-built screens and SAP Business One integrations, and portal activity syncs with SAP in real time.
Job tasks are issued to the floor in Versago, which becomes the digital shop traveler. Technicians on iPads open tasks, log time and update status. A two-step workflow moves approval from project managers to supervisors. Supervisors track job performance against quoted cost and hours, plus purchase order status, from one screen.
When an order's status changes, service salespeople get a notification and open the order in Versago to see the next steps with the customer. Any employee can also log a lead, and sales management checks that follow-ups happen. An order status change now starts the service handoff.
Versago ships with a template SAP inventory listing, so giving the parts team access took no setup work. The listing is assigned to roles, then filtered and formatted to what each role needs to see. Parts team members check stock from their phones at any time.
Employees submit planned absence through a simple Versago form, and a supervisor approves it in Versago. Bizweaver then updates an Outlook calendar, and a calendar in Versago shows PTO to all employees. Staff availability is visible across the company.
Dispatchers assign each job to one or more technicians in Versago. On site, Versago steps technicians through the job's tasks in order, and equipment changes update SAP in real time. Time entries go through a two-step approval and post to job costing in SAP automatically. Customers log in to Versago to see formatted service reports.
Collicutt Energy’s vice president of operations on how far the Versago portals have spread across the business.
The Result
Problems on production jobs now show up as they occur. Simpler communication and less confusion have lifted employee morale.
Job problems surface as they occur, with job costs and available materials in view.
Maintenance contract revenue and customer satisfaction recaptured from missed handoffs.
Planning is more accurate with inventory blind spots removed.
Field service delivery and cost are more predictable.