KEB Automation KG is a German component supplier in the field of electrical drive and control technology, which has developed into a globally active medium-sized company since 1972.

Always on the move and with the goal in mind: The drive and control technology solutions, which are optimally tailored to the customer, prove themselves every day in the machines and systems. KEB stands for reliability and trust and is characterized by quality and performance.

In KEB’s repair service process, the customer sends the faulty device back to KEB, which is then recognized and received as a service device. Before the solution was implemented, a service notification was created, the routing slip for it was printed out and filed in the orders in a tray. In this process, the service orders were neither prioritized nor did the employees have an overview of the orders to be processed. In addition, the data from the repair service process was mapped exclusively in SAP, which meant that it was necessary to jump back and forth between service notifications and internal quality notifications for the QA department. This involved using many individual transactions where data had to be entered and maintained multiple times in the process. On the one hand, this caused confusion and unnecessary data entry, but it was also very confusing.

In order to be able to efficiently map the repair service, KEB was looking for a software solution that automates the processes and is fully integrated into the existing SAP landscape.

KEB chose the service solution from itmX because it was able to meet all requirements.

Today, KEB’s internal service department creates a service notification for each device – from then on, all data is maintained in the itmX service software. With one click, the notification is created and automatically posted in the background as a goods receipt and returns stock – all with just one transaction. A planning board was also introduced, which is used to schedule the service order and assign it to an employee. In this way, orders can be prioritized by employees. Distribution to employees is done using qualifications and product classifications that have been created and are stored in SAP. Once the faulty device has been analyzed, the data is entered in the service notification, the analysis is marked as completed, and the operation is automatically forwarded to the internal service department. The internal service department flags the transaction as a chargeable or free transaction and, in chargeable cases, creates the repair quotations. By maintaining the customer response date, the internal service department releases the case for repair. As soon as the repair process is completed, the device is sent back to the customer, for which an SD document (e.g. sales order or invoice) is automatically created and the device is sent back to the customer. Subsequently, a quality notification for the QA department is automatically created from itmX service, so that the data only has to be maintained once.

At the beginning of the year, the same process was also implemented by KEB at the plant in China. The integration with the shared SAP database also scored points. The prompt implementation in the American subsidiary is already being planned.

In the future, KEB will continue to drive forward the automation of service processes and would like to offer its customers online self-services.

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