Service—The Be-All and end-All
The demands on the new system were considerable. The extensive service and logistics requirements demanded IT support that would enable Autotank to document the field service provided by its own technicians and those working for subcontractors. It was also important that the oil companies could be closely integrated with Autotank and access information on areas such as orders and service. To begin with, Carlsson himself made a rough selection of vendors, which were then examined democratically by a project group with representatives from the departments concerned at Autotank. It was critical that the changes gained widespread support and were not simply the ‘IT department’s business’. “It wasn’t easy to find an ERP solution to match our everyday needs,” said Carlsson. “Although we are manufacturers, the service process is a very significant part of our business. Two thirds of our revenue is generated by after sales, i.e. service, contracting, and maintenance. That’s why IT support and knowledge of the service industry were crucial to our choice of ERP vendor.”
Grow with the System
For a number of reasons, IFS won out in the end. To begin with, IFS best matched demand specifications, which included factors such as user-friendliness and a web-based set-up. Moreover, as IFS Applications is component-based, it is easy for Autotank to adapt the solution as its business changes and grows. As Carlsson explains, “We can’t say for certain what IT requirements our business will demand in the future. So it’s important to be able to expand the system as we require with an agile solution that offers the functionality we need.” IFS’ documented customer base in the service industry also ensures Autotank that it has chosen a stable delivery organization that continues to invest resources in the development of industry-specific solutions.
Increased Coordination and Control
The purchasing process was completed at the end of 2005. The main emphasis of the solution from IFS is on system support for service and project management, purchasing, logistics, financials, and production planning— and expectations are high. Apart from reducing the amount of manual work and administration, the coordination achieved provides better visibility and enhanced control. By simply pushing a button, it is easy to get valuable information, for example, about which service technicians are free and which competence is required for a particular assignment. “We have attached two goals to the implementation: higher quality and increased savings,” says Carlsson. “We intend to be more efficient internally and with respect to purchasing, where, for example, we will take control of our subsidiaries’ purchasing to be able to benefit from volume discounts.”
From Days to Minutes
IFS Applications enables Autotank’s field technicians to file reports, enter time and attendance data, and place orders via laptops and handheld computers. This accelerates both the material and service supply chains. In the past it has taken days, sometimes weeks, from job completion to invoicing —now it’s matter of minutes. In addition, IFS Applications will provide better opportunities for customers and partners to access information about service and deliveries, for example, via web portals that are linked to the system. “The solution makes our customers more active in the order process, and it’s easier for them to see what we offer,” adds Carlsson.
Widen the Portfolio
IFS Applications was implemented in the Nordic countries during the second half of 2006. Sweden and Norway were first, followed by Finland. System roll-out is coordinated centrally, but eventually there will be room for local customizations. To date, reactions have been very positive, and the change of business software enjoys broad support in the organization. The approximately 140 service technicians are undergoing user training led by expert users from each country. The expert users have been part of the project team from the beginning and have contributed by identifying the needs of technicians in the field. “Our aim was to better meet the needs of our customers and provide a more comprehensive offering by putting in place a common platform with uniform work processes. A better overview of our business and the capacity to grow with our ERP system will help us find new business opportunities in the future,” concludes Carlsson.
About Autotank
Motorists worldwide have Autotank to thank for being able to fill up 24 hours a day. In 1964, Autotank introduced the world’s first pay-at-the-pump terminal in Sweden, which marked the beginning of the modern service station. For Autotank, it was the first step toward providing a comprehensive product and service portfolio for oil companies. Today, its 350 employees operate in eight Baltic countries, and Autotank includes Statoil, Conoco Jet, and Shell among its customers.
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