MotracLinde's Results
About MotracLinde
Motrac was founded in 1954. Over the past 65 years, they have grown into a leading total supplier of internal logistics solutions. As part of Royal Reesink, they have access to a large network and with their technologically advanced products, they rank among the top in the Netherlands. Motrac supplies Linde forklifts, pallet trucks, reach trucks, platform trucks, and more of the highest quality. They offer customized advice, participate in smart solutions, provide maintenance, and have their own fleet for leasing and rental. To facilitate these services, they have a 24/7 maintenance service with national coverage, various types of service contracts, and assistance on demand.
Challenge
For these services, Motrac used an IVR (Interactive Voice Response) system, which directed the calling customer through a menu to the appropriate department. Once reaching this department, the customer was greeted by a service planner. The purpose of these phone calls, for example, was to check the BMWT status, pass on work orders, or make a service request. This required a separate reference number for each truck, which the caller did not always have readily available. Due to the large number of customers, often with multiple trucks, these conversations regularly lasted longer than intended.
Moreover, both Motrac and the customer lacked an overview of the current assets, associated contracts, warranty periods, and SLAs (Service Level Agreements). All the information needed for a customer was scattered across different systems. This led to a search for the required data, which among other things, made it difficult to analyze the service processes.
Solution
There was a clear need for a system that required less human intervention to deliver and process information more quickly and efficiently. For this purpose, we developed a custom-made SmartLayer portal for MotracLinde. This portal is specifically designed to create a next-level customer service experience for both the customer and MotracLinde.
In the portal, it is immediately clear to the customer which trucks they are currently using. They can easily view their contracts and make adjustments from the overview of the trucks. It is also possible to read information per truck, such as mileage, model, and BMWT status. Additionally, the customer can create a service notification with the push of a button from the overview. All data in the SmartLayer portal is obtained from Motrac's current systems. The data is seamlessly transferred from Microsoft Axapta and SalesForce to provide the user with the correct information in the portal. When a service is requested, the planner automatically receives all the necessary information (customer, truck, and contract details), without the customer having to fill in anything.
Result
Thanks to the new customer portal and its integration with existing systems at MotracLinde, duplicate work has been eliminated. This saves valuable time for the service department, as well as for customers. The time savings are estimated to be about two to four hours per day. On average, this results in a financial saving of just under 50,000 euros per year.
It is also easier and more clear for the customer to keep track of all service-related matters in a user-friendly customer environment. Moreover, the dashboard ensures greater reliability because fewer human actions are involved in processing and providing information. This minimizes the chance of errors and increases the accuracy of the process.
Another advantage is the ability for customers to create actions. If a customer enters the mileage of one of their trucks into the system, an action is immediately created. The service planner sees a notification of this, after which they only need to give approval.
In addition to logistical benefits, operational gains have also been achieved. For example, Motrac now has a complete history of all services, including all related information. This gives them a more complete audit trail, allowing them to further streamline their service processes.
