Streamlining planning, materials and logistics at BAM Group

 

Royal BAM Group nv is a successful European construction group and unites operating companies in five home markets with the administrative centre in the Netherlands and listed at Euronext Amsterdam. BAM is active in the sectors construction and mechanical and electrical services, civil engineering, property and public private partnerships.

Gerrit Valkenburg, BAM Group’s Project Manager and Charles Convent, CEO at Odyssee Mobile, provide more insight into how BAM Group tackles the logistic and field service challenges.

COPING WITH SIZE AND COMPLEXITY

At BAM Group, we have 15 separate business units. We needed a system that kept 

data and history of each business unit separate. Odyssee managed to set up these 15 units in one system, so that the way of working the support, training, rights and authorisation management stays simple.

 

Gerrit Valkenburg, Service Manager BAM Group

Charles: BAM Group is not only a challenge because of the number of business units. With 300 Field Technicians, BAM Group produces more than 3 million work orders. This huge amount of data requires flawless field service systems, as all operations and invoicing depend on them. But we are a very secure, reliable and tested application, hosted and back upped Azure. Samsonite, another customer of ours, has already billed 200 million turnover that was processed by the Odyssee Mobile application.
A second challenge is to cope with the complexity of the processes at BAM Group. What happens when a technician quits the company? When he is removed from the application, will his jobs be erased as well, containing valuable information? And what if certain projects or purchase orders are archived, will the jobs and the still invoiceable hours be archived as well? Odyssee Mobile has many safety guards that prevent and warn users when they want to perform actions that are in conflict with other procedures and processes.

WHAT WILL BE THE FUTURE OF FIELD SERVICE MANAGEMENT?
Internet of things will become key in the services industry. More and more, technicians will know BEFORE they arrive why and how a machine needs repairing, because the sensors on the machine will have alarmed the repair service.
Systems like Odyssee Mobile make it perfectly possible based on previous interventions, to give a detailed briefing to the technician, order the parts need for repair and plan the intervention at the moment all parts are available, improving considerably the first time fixed intervention ratio.

Gerrit: We also appreciated the job handling possibilities of the Odyssee Field Force solution. BAM Group field service staff tackles sometimes very complex jobs, requiring from planning that they can handle all levels of job completion. A job can be planned, on hold, in execution, completed or completed but with a follow up for a new job. Indeed, sometimes one job hides another one as the technician discover that a bigger problem is causing the initial need for intervention.

SPARE PARTS MANAGEMENT

Gerrit: Spare part management is important at BAM Group. We don’t have a huge warehouse, so parts have to be ordered at and shipped directly from the suppliers. Odyssee does a great job working together with our ERP system in real time, in which spare part administration and invoicing is handled. The front-end should take care of all interaction between planners, technicians and in this case suppliesr, but all important information for administration should be exchanged with the back office. To maximize flexibility, we gave authorisation to our technicians can purchase spare parts themselves through the Odyssee app, selecting what they need from a pick list. If the amount of the purchase order exceeds some levels, is really expensive, an extra approval is needed from the Project Manager and this is done in realtime between the back office and the Odyssee App.

IS CUSTOMER SELF SERVICE USEFUL FOR ALL SERVICE COMPANIES?
Online service portals where customers can log in and make a ticket for a service intervention is a tool which service companies find particularly useful when they serve large organisations with a lot of repeat business.
As the briefing is crucial for an efficient intervention, the Customer Service often prefers to question the customer to determine accurately the cause of the defect.
For me, the future of customer portals lies in the factthat they will proactively communicate with the customer. Not only to warn him, but also to predict and prevent.
LOGISTICS

Charles: “In some cases, the easy and efficient way for technicians is to purchase the missing parts nearby at a DIY and pick them up immediately, so that the intervention can be completed within the same intervention. The Odyssee app gives the technician the possibility to book the used part and its payment for later invoicing. Another possibility is, as Gerrit mentioned, to order through the picklist on the Odyssee app on the webshop of the supplier. The order is then booked and transferred to the ERP system. There’s a GS1 connection between the Odyssee solution and the webshop of the main supplier of BAM Group, Technische Unie, so that BAM Group front and back office use the same data and codes as the supplier. The ordered item may be in stock at BAM Group, and when out of stock, ordered at the Technische Unie. It’s perfectly possible to choose the delivery destination for the purchased parts: at the DC, at the home of the technician, or at the place of intervention. It gives service organisations more flexibility and reduces the time between interventions, which is important for customer satisfaction.

Charles: Broken parts can be returned to the supplier, but some customers have their own repair utility. These customers use the Odyssee app to register the return of the part and the hours worked g at the repair utility, enabling the Service managers to have all hours available for billing the customer in one system.

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