The customer challenge

  • Customer Support services standardization, overcoming a "silo" approach (by region or product line)
  • Planning and service delivery processes optimization, to improve customer metrics and SLA
  • Greater consistency in the asset configuration management and traceability, in order to increase the effectiveness of maintenance policies, increasing their reliability and ensuring easier compliance with current regulations
  • Definition of a more innovative and collaborative customer engagement model
  • Application consolidation of the many heterogeneous tools in use

The adopted solution

  • The solution was based on IBM MAXIMO Asset Management and is now used by 500+ users
  • The strong component of Change Management, induced by the organizational and geographical complexity of the project, required an "agile" methodology to deal with processes and technical issues in a progressive way, gradually sharing the results with the users involved – at the various levels – thus accelerating their acceptance and rapid adoption
  • Our team involved process (functional) consultants, as well application and technical services for the integration components (SAP Supply Chain)
  • The entire WW project (live in 3 geographies) was completed in a 15-month time window

The benefits achieved

  • Meantime-to-Respond e Meantime-to-Solve reduction (with impact to Customer's SLA) thanks to the complete digitalization of ticketing, dispatching & execution processes
  • Increase in the volume, timeliness and quality of the data collected, with explicit impact on the level of service perceived by the Customer
  • "as-maintained" asset configuration history consistency and traceability
  • Technical and economic capillary traceability of repairs
  • Benchmarking of technical and economic indicators on assets and services, between different branches
  • Significant of TCO (infrastructure, applications and their management costs)
A unified Customer Service approach, worldwide
2019 — Ansaldo STS

Ansaldo STS, a Hitachi Group company, is a leader in the high-tech sector for rail and metropolitan transport. The Company operates in the design, implementation and management of systems and services for signaling and supervision of rail and metropolitan traffic, also as lead contractors.