Success
Stories
Industry: Professional Printing Equipment & Service
“A third of our company is service-related. Maintaining our customers’ devices is a very important part of our business.”
Lars Vreeke, CEO & Founder, Dimix
Overview
Dimix operates as a specialized supplier of professional printing solutions across the Benelux region. The company provides equipment, consumables, installation, and maintenance services to sign makers, advertising production companies, visual communication specialists, photo labs, and industrial customers requiring high-performance printing systems.
Over time, Dimix evolved into a hybrid organization combining wholesale distribution with structured field service operations. Service activities now represent a significant share of the business, supporting the installation and maintenance of advanced printing equipment in demanding professional environments.
As service volumes increased, structured planning, parts coordination, and ERP-connected execution became essential to maintain operational efficiency and customer satisfaction.
Operational Reality
As Dimix expanded its service activities, managing operations with manual tools became increasingly difficult.
Before Wello:
- Service processes were largely paper-based
- Planning was handled through Excel, limiting accuracy and scalability
- Technicians lacked access to structured equipment history
- Administrative work required manual reentry into ERP
- Customer communication was reactive and time-consuming
With one-third of revenue driven by service, the lack of structure began to impact efficiency, visibility, and service quality. The organization needed to transition from a product-focused model to a structured service operation.
Why Wello?
Dimix selected Wello Solutions as a centralized field service platform to support its transition into a service-driven organization. The objective was clear: build a structured, scalable service operation fully integrated with existing
business systems.
The solution needed to:
Eliminate paper-based workflows
Provide accurate and automated planning
Connect field service operations with Exact Online ERP
Improve visibility of equipment history and service activities
Reduce administrative workload and manual data entry
How wello is used in operations
With Wello, planning, execution, communication, and ERP synchronization are managed inside one structured platform.
Digital work order management
Dimix replaced paper-based processes with fully digital work orders. Technicians access complete equipment history, previous remarks, and job details directly on mobile devices.
Customer portal access
Customers can create service requests directly through a portal, linked to the correct equipment, improving request accuracy and reducing manual intake.
Stock visibility and coordination
Technicians access stock levels across colleagues and decentralized warehouses. Part usage is tracked in real time and synchronized with Exact Online, enabling efficient replenishment and reducing delays.
Automated planning and communication
Planning is managed through an automated planning board, allowing accurate scheduling and real-time visibility. Customers are automatically informed about job status, reducing inbound calls and improving transparency.
Helpdesk and ticket management
Service requests are structured through the helpdesk module. Tickets can include follow-ups, approvals, or part dependencies, and are escalated to work orders when on-site intervention is required.
Impact
With Wello, Dimix established structured control over its growing service operations.
- Full transition from paper to digital workflows
- Improved planning accuracy and service visibility
- Improved technician efficiency and service quality
- Fewer customer calls due to automated communication
- Higher first-time repair rates through better equipment insights
The organization can now handle more service work with the same team size, maintaining competitiveness in a price-sensitive market.
Key Takeaways
Full digital workflow
Elimination of paper and manual data entry.
ERP-connected service execution
Seamless integration with Exact Online.
Service-driven business transformation
From product-focused to structured service operations.
Improved first-time fix
Better equipment visibility and stock coordination.
Operational efficiency at scale
More work completed with the same resources.
