With more than 335 employees and a production capacity of 100.000 pumps per year, Duijvelaar Pompen is the market leader in centrifugal pumps and pressure boosting installations for drinking water and process water applications. To guarantee optimal service, the 50 technicians at Duijvelaar Pompen have been using Connect, the field service software from Sigmax, for nine years.
ICT Manager Niels Breedijk has been working at Duijvelaar Pompen for thirteen years and explains the digital transition of their service flow: “Before we started using Connect, our workflow was still entirely on paper. This was labour intensive and prone to errors. Handwriting was often difficult to read, and one of our colleagues had to retype all the work orders. It simply wasn’t sustainable anymore.”
Today, Connect software has become an essential part of the process flow. “The entire flow has become twenty times faster in terms of information transfer. Field engineers now always have the right information with them, and we have insight into how long each order takes. We work faster and perform more maintenance jobs with the same number of people. If Connect were to stop working, we would really have a problem. Fortunately, in the past six years, the field service software has never been down,” says Breedijk.
“There have been several improvements in efficiency. The field engineer is now guided through the correct steps to record information. This has shortened the turnaround time towards the customer and reduced administrative errors. Everything is processed automatically through the interface and placed into the ERP. Working hours, types and materials are now automatically registered, which has improved the quality of our data.”
Using Sigmax’s field service software has also been crucial for achieving business objectives. Breedijk: “Customer intimacy has improved because handling work orders has become much more professional. Previously, work orders were mailed by the engineers, and it could take days or even weeks before the customer received the quotation. We notice that customers are pleasantly surprised when they receive the work order directly in their inbox right after the job is completed. Because material registration is now done optimally, invoicing can also be processed more quickly.”
To enable predictive maintenance, Duijvelaar Pompen is actively developing in the area of IoT. “We are currently running pilots where installations send malfunction notifications directly to Duijvelaar Pompen, allowing us to act immediately to help the customer. Sigmax is thinking along with us in this process, proving that they are not just a supplier but also a real partner,” says Breedijk.
