Hartwig needed to replace an outdated, and labor-intensive practice for their technicians to complete work orders by eliminating the need for laptops and a VPN connection. With our mobile application, technician administrative activities were made easier, and they gained back more time to work with customers.
Hartwig services lathe, grinder, and CNC machines as one of the United States leading machine tool and manufacturing support solutions providers. Founded in 1960, they have installed over 12,000 machine tools, backed by their world-class service and support.
Commercial Machinery
14 US States
90+
12,000+
Hartwig’s technicians had to upload work order information to their custom-built CRM system from the job site, and that required a laptop and a VPN connection. It was taking up valuable time that could otherwise be spent working on customer issues. Hartwig wanted to introduce an easier process that required less administrative work from their technicians, giving them a mobile solution with offline capabilities that reduced their administrative time.
“We were trying to simplify the amount of information that we needed our service team to input. We needed something that was quick, mobile and collected data that was pertinent to move on to the invoicing. The less information and time the service technician needs to enter data to complete a work order, the more time he can spend resolving the customer’s issues and improving customer satisfaction.” — Seth Machlus, Vice President of Operations with Hartwig, Inc.
We deployed the mobile field service app into the Hartwig service team, which gave them the ability to input all of the work order information on their mobile device, whether they had data connection or not. Technicians could add service notes and input their timesheet for the call, and with the mobile apps offline ability, the data would synchronize with the Fieldpoint software when an active internet connection was made. This put the entire work order on the technician’s mobile device, enabling them to focus on delivering service, and spending less time on administrative tasks.
“When you can do everything with the phone or mobile device, where you don’t have to worry about a wireless or cellular connection, booting up your laptop and all that, it’s speed of use.” — Seth Machlus, Vice President of Operations with Hartwig, Inc.
Hartwig’s service technicians are gaining back, at minimum, 10 minutes per service call, by utilizing the Fieldpoint mobile app. The deployment has completely eliminated the need for laptops at the job site, and technicians aren’t spending time connecting to a VPN. With the mobile apps offline capabilities, technicians are still able to complete their work order data entry, knowing that when they do establish a connection, all that information will sync with the Fieldpoint system, and be turned into an invoice.
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