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Mitsubishi Electric

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Scope

Implementation of SAP Cloud for Service with integration to SAP ERP

Technology Deployed

SAP C/4HANA

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Introduction

Mitsubishi Elevator (Singapore) Pte Ltd (MESP) was founded in 1972, one of the successful subsidiary of Mitsubishi Corporation that specializes in selling, installing and maintaining elevators, escalators and moving walks. They are providing the best solution for vertical and horizontal transportation in Singapore.

“Axxis Consulting & SAP Service Cloud helped provide us with real-time updates and visibility of our field service activities, reduced invoicing lead times, and improved profitability analysis.”

The Challenge

MESP obliged to implement a solution that can help them to deliver consistent and reliable services as they are fast-growing and driving a truly customer-centric business by considering the following obstacles:

  • Communication & process gaps due to 3 different solutions;
  • Delay in invoicing that lead to difficulty in maintaining a positive cash flow;
  • Inaccurate profit analysis and cost capturing caused problems when computing company’s profit;
  • Ineffective resource allocation and utilization because tracking employee and their responsibility were not easy.

The Solution

SAP C4/HANA Service Cloud allowed MESP to integrate with existing SAP ERP that connects front and back-office processes in a single platform. SAP Service Cloud sends sales information automatically from ERP for billing so employees able to deliver the invoice immediately and the payment from the customers received on-time. The continuity and productivity of the employees are improved with the auto-generation of forms. Thus, this can avoid waste of time and resources from creating forms for each process and redundant form submission. Moreover, SAP C4/HANA Service Cloud helps the field service and customer service teams to query large volumes of data and gain real-time insight.

The Results

MESP has boosted the quality of its customer service by improving the efficiency of the employees and reduced service disruption through better equipment operational quality. Now the team able to focus on what they do best — engaging with customers and ensuring service runs smoothly.

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