Hoppecke invests in IT to boost customer service

Energy management specialist Hoppecke Industrial Batteries has embarked on a series of IT-enabled business process upgrades to improve standards of service and maximise efficiencies, following customer and employee feedback.

As part of a new integrated IT strategy, supported and jointly initiated by the parent company in Germany, Hoppecke is updating its dedicated engineering tool. This will be followed by the roll out of a sales app in July and the introduction of a new CRM (customer relationship management) system, which is scheduled for the end of the year.

Using SITs, a custom-built, computer-based service solutions system that integrates into Hoppecke's ERP process management software, engineers use iPads to conduct live planning and maintenance scheduling. Once a job has been completed reports are finalised immediately, while the engineer is still on site, and emailed directly to a named contact, capturing an electronic signature to confirm sign off.

Using this software Hoppecke can proactively plan its engineers' workloads, while added advantages to the business include improved cost allocation and stock control. The latest upgrade, currently in progress, is expected to boost health and safety compliance, since Hoppecke's engineers will be able to conduct risk assessments and, where appropriate, link method statements and images to individual jobs.

The sales app enables Hoppecke's field sales force working across the motive power, special and reserve power sectors to access a wide variety of resources, including a library of key documents, videos, brochures and presentations. These can be shared with customers to reinforce the benefits of Hoppecke's innovative battery technology and address specific queries. The UK is the first Hoppecke subsidiary business to pilot and implement the new sales app, which went live in June.

Jason Howlett, Hoppecke's Regional Managing Director - Northern Europe, says: "We're committed to achieving transparency and a high standard of consistency across all areas of our business so are capitalising on the latest advances in IT to improve efficiencies and enhance the customer experience.

"Our most recent customer satisfaction survey revealed that we could do better in terms of engineering reports and technical support. This investment in our IT infrastructure will reassure customers that we are listening and taking action to meet their needs."

Hoppecke's investment in IT is also driving improvements in internal communications, leaving its frontline team and back office staff alike better equipped to respond swiftly to customer enquiries.

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