Dimix is active as a wholesaler in the graphics sector and known as an experienced total supplier and involved discussion partner for whom the challenge of the customer is central. Dimix supplies specialized printing solutions, related consumables, and services to sign makers, professional advertising production companies, visual communication specialists, laminating companies, photo labs, repro & copy shops, and many others.
Industrial customers who need professional printing solutions for large-format printing or printing objects are also increasingly finding their way to Dimix.
Next to installing and demonstrating products, Dimix also takes care of the maintenance of their customers’ devices.
Around the year 2015-2016, Dimix started to grow strongly. Although initially, new customers didn’t consider them as a service company, one-third of their turn-over was now field service driven. “I have to say, a third of our company is service-related. Maintaining our customers’ devices is a very important part of our business. This is where we have grown significantly,” says Lars Vreeke, CEO and Founder of Dimix. Good service was equally important to customers. It was time to redefine the company as a field service organization. And part of that exercise was to select a field service management software.
Needs
Now that field service had become an important part of the turnover, the Dimix team had a few points they wanted to improve. The first step was to get rid of the paperwork. The second point was to plan and service more accurately, and the third was to be integrated with their ERP Exact Online.
Benefits
In step one, maybe the most transformational one, Dimix transitioned from paper to full digital work order management. From an Excel planning to an automated planning board. In a few weeks, this transition was operational and technicians could not see themselves going back to paper anymore. The Wello Solutions’ Field Service app now provides technicians with a detailed overview of every piece of equipment. Remarks done by technicians in past work orders became available. With this extra information, technicians started slowly but surely to give a better service to customers and increased the number of repairs after the first visit. Customer satisfaction increased, resulting in more service contracts sold.
With the automated planning board, planners could plan accurately but more importantly, customers were timely and automatically informed about the status of their call requests. This alone resulted in a reduced number of calls from customers just to know when a technician would come to resolve the problem.
Dimix also required to be integrated with their ERP Exact Online, a well-known ERP in the Benelux. Customers, people, and parts were now automatically synchronized to Wello Solutions’ Field Service, and invoiceable was synchronized to Exact Online as soon as the work order was completed in Wello Solutions. The administrative burden of typing everything from the paper into Exact was completely removed. Time can now be dedicated to the relationship with customers and the follow-up of invoices, instead of re-typing invoices from paper.
