Field Service caused a huge acceleration of growth at B-Close

The unique service package from B-CLOSE

CEO Eric Maertens: “B-CLOSE offers a total service in which the customer determines the content of his product. We take care of both the delivery and configuration of the truck as well as a full service package such as rental, periodic maintenance or full service contracts. With more than a thousand customers we have a lot of data to process - from the machines and from the customers. Thorough automation was therefore very urgent."
CEO Eric Maertens came to NORRIQ via a market analysis because of their experience in the car leasing sector. “We offer different rental formulas, with or without fluctuating rates. In addition, we also do third-party leasing. A lot of logistics work is involved, and then we are not yet selling. And, we are primarily a service company."

Always know who is where

With 115 technicians on the job who are responsible for 1300 Belgian customers, accurate resource planning is a necessity. "With NORRIQ Field Service we have continuous insight into which technician is located where. We promise on serving our customers within 4 hours so that we can ensure the continuity of their business. Field Service provides a complete overview of tasks and routes in an interactive dashboard. This allows us to coordinate easily and quickly even when changes occur."

Intuitive and user-friendly mobile app

When the technician arrives at the customer, he records on the Field Service app how many hours he spends, the number of activities he performs and the materials he has used. It is necessary that the app is very user-friendly and intuitive. The more research work the technician has, the more mistakes can be made. The main task of the technician is of course the maintenance or repair of the forklifts. "In short, our technicians are good at repairing the lifts, but not in IT. With the NORRIQ Field Service app it's done easily and correctly."

Fast invoicing

The mobile Field Service app continuously synchronizes with our customer service at the office. There are different Service Level Agreements in place for the sale and rental of forklifts and there are also often long payment periods. Because everything synchronizes automatically, invoicing can take place very quickly.

Automated stock management for optimum service

“Since our services are so unique, efficient stock management is important. So we not only have 3 fixed stock spaces, but we also use the vans of the technicians as stock. The technicians provide via a mobile Field Service application which work material they need, and the order is handled by the logistics service. The stock of the service vehicles is literally restocked overnight, "the CEO continues.

Clear reporting for more insight

B-CLOSE also uses the system to automatically extract clear reports from the extensive information: which machines most often show defects? What is the net return on rental? How can we prevent the technicians from spending too much time in the car? They are supported in this by Business Intelligence.

Reliable partner with sector knowledge at the basis for growth

"The Field Service system that NORRIQ developed for us is the beating heart of our organization. The consultants at NORRIQ actively think along to translate our specific challenges into a workable 360 ° business system. As a Microsoft partner, it brought an innovative, intuitive and future-proof system that guarantees the growth of B-CLOSE. It not only saves us time and effort, but also a lot of costs. Without automation, there would no doubt have been an increase of 20 million euros in five years."