About the client
Complete CZ company provides supply and professional maintenance of cooling equipment for office buildings and industrial sites. The company has been operating in Czechia for 20 years; it has implemented 13,000+ successful projects, and its services have been used by more than 2,000 clients. The company's maintenance team handles up to 5,000 callouts each year.
Initial situation
Complete CZ wished to modernise its maintenance services and improve service callout efficiency at the same time.
The company's technicians used to create protocols from the field maintenance inspections manually and used to transcribe them into spreadsheets when they arrived at the company. Obviously, this workflow created a large administrative burden.
The client did not like the situation; therefore, he decided to start digitizing the company. When searching for an appropriate solution, he chose Lumnio software as it is tailor-made for maintenance services.
What solution did we propose to the client?
We supplied the company with a comprehensive solution for both technicians and service coordinators. Service technicians in the field received a total of 10 smart RealWear glasses with thermal cameras and Lumnio licenses. Afterwards, we connected even the company's control room to the Lumnio system - each of the 5 service coordinators got his own personal license, usable e.g. on a PC or a tablet.
As a result, technicians in the field may currently utilize either manuals or instant connection to their colleagues whenever they need. Moreover, all the functions are available via the smart glasses, so the workers have their hands free for service tasks. Previously, the technicians had to physically hold a phone during the calls, which wasn't too comfortable in the field.
Even the device inspections are much more convenient now. The technician sees appropriate work instructions directly on a display of his smart glasses so he knows what to look out for. He enters data from the preventive checks into the system simply via a scan or voice controls. Then he easily generates a service protocol in Lumnio, sends it out to a customer, and the work is done.
How does our solution benefit the client?
Complete CZ appreciates that its technicians now deal with preventive inspections of cooling equipment faster. The first intervention success rate has also improved so there isn't a need to return back to the field repeatedly that often. Even the process of solving manufacturers' potential complaints is now faster.
Moreover, the administrative burden has now lowered and the overall work efficiency has improved. As a result, process costs have decreased by 9 % and employee utilization (i.e., the proportion of billable work to time worked) has raised by 7.8 %.
A pleasant change for the company management is also the easier training of new technicians and their greater independence. This has enabled the company to put junior technicians on a 24/7 standby regimen.
"Thanks to the maintenance digitization, we can put new technicians into the field earlier on their own. The success rate of the first intervention increases, and preventive inspections speed up as well."
Ing. Petr Řezníček, MBA; CEO COMPLETE CZ spol. s r.o.
