Introduction of a customer service system in the dispensing service

Objective

The introduction of the CS system in the dispensing service is to simplify the creation and administration of service orders as well as personnel and resource planning within the area. At the same time, the use of mobile devices is to ease the handling of daily work orders and reduce media discontinuities in documenting the orders and downstream processes.

Approach

• Requirements survey based on the previously captured business processes for new installation, problem reports and audits of dispensing systems as well as operational data capture and billing of service orders
• Workshops for gathering requirements and analysing the current system landscape
• Creation of tender documents
• Execution of the tender
• Award support

Result

• Requirements catalog
• Scope document
• Tender documents
• Evaluation matrix & award decision