TCS mobility solution empowers Cargotec service technicians to work more efficien tly and better serve remote

customers TCS implemented an SAP Mobile Platform solution to give Cargotec service technic ians the ability to order parts, manage inventory, report time and costs, and ge nerate reports on their laptops. The Customer | Business Challenge | Cargotec Mobile Solution | Results The Customer: Cargotec, a leading provider of cargo handling solutions, improves the efficiency of global cargo flows. Its products are present in every major c argo hub worldwide and are used in ships, ports, terminals, distribution centers , heavy industry and on-road load handling globally. Business Challenge: For each of its cargo-moving equipment offerings, Cargotec s mobile service techni cians provide ongoing preventive maintenance and repairs. To serve remote custom ers, they relied on paper and clipboard processes. Cargotec sought a mobile solu tion that would connect its technicians directly, via laptop, to the information they needed, so that they could efficiently manage the service van, inventory o f parts and directly order required parts, either from the central warehouse to the van, or to the customer s location. Cargotec Mobile Solution: To optimize order and inventory management efficiencies and improve customer sat isfaction, TCS evaluated and analyzed a variety of possible mobility solutions. As part of the global process streamlining, we chose the SAP technology to imple ment the process of customer service. To that end, the mobile solution seamlessl y integrates Cargotec's existing SAP ECC 6.0 back-end processes with SAP Mobile Platform (Sybase Unwired Platform), a mobile platform that overlays Cargotec s bac k-end data sources and enhances them with mobile-specific scenarios and interfac es. Results: The TCS mobility solution at Cargotec has produced immediate quantitative and qu alitative benefits: Total effort of support staff needed to assist engineers on the road brought dow n from 27% to 5% Data-capture errors avoided, and accuracy and time efficiency have greatly impro ved The average turnaround time for completion in the system has been reduced from 3 8 days to 14 days almost a 60% difference - supported by the new mobility soluti on The newly gained process efficiencies also helped improve JIT inventory control and other resource scheduling Access to detailed work orders and customer requests and requirements has enable d improvements in customer orientation and responsiveness