“Atos Origin delivers major cost savings at Vitens”
Utrecht, 10 March 2005
Vitens is the first company to go live with SAP mobile services After intensive collaboration with Atos Consulting and Atos Origin, Vitens - the Dutch largest water-mains company - is the first company in the Netherlands to go live with SAP mobile services. This enables Vitens to deal with customer requests faster and more efficiently and achieve major efficiency gains as a result of standardization of company processes and implementation of the SAP mobile solution.
Fast response time
In the past, when a customer called the Vitens call centre, the centre would notify the scheduling department, after which the service engineer would collect the work order and finally leave to execute the job. Now, this process is replaced by a GPRS-based mobile service. The engineer receives and processes service orders on a laptop in his or her service vehicle, which is equipped with a route planner and digital map of the pipes network. He or she then goes directly to the customer. This saves time, making it possible to visit more customers per day.
With the new system, the call centre can check on the automated work-schedule which engineer is available in the area and is able to inform the customer about the time of arrival of the engineer. Furthermore, the SAP CRM Mobile Field Service 4.0 system offers the possibility to track the status of each customer request.
Major cost savings
The number of administrative tasks is kept to a minimum, and the data the engineer enters in the system provides information that is analysed to improve financial, logistical and purchasing processes, resulting in major cost-savings across the company. Total investment in the new mobile IT infrastructure has a payback time of around 2.5 years, and cost savings of 32 million euros have already been achieved.
An extensive testing phase has shown that the wireless GPRS technology is working to Vitens' complete satisfaction. Moreover, customer satisfaction has also improved, and engineers are happy with the new method of working.
Jan Nelissen, Programme Manager at Vitens explained: "The quality of financial information has improved very quickly. We have greatly reduced running costs and replaced the old systems with a company-wide IT solution that is based on the best available on the market. This IT infrastructure is enabling us to achieve our goal of making it to the top and achieving the VEWIN* quality standards benchmark."
Jan Willem van Lummel, Project Manager at Atos Consulting concluded: "Implementation of new applications demands a great deal of creativity and perseverance, because you are likely to face all manner of unexpected issues. A successful conclusion of a project is only possible if the business relationship with the customer is right, as is the case with Vitens with whom we have a real partnership."
Vitens was formed from the merger of three companies in 2002 - Nuon Water, Waterbedrijf Gelderland and Overijssel Waterleidingmaatschappij. This triggered the introduction of SAP as an ERP application throughout the company. The consolidation of three different 'Enterprise Resource-Planning' systems into a single ERP application resulted in the following advantages: improved integration; quality; and reliability of company processes, at a lower cost.
* VEWIN is the Dutch association of water companies
About Atos Origin
Atos Origin is an international information technology services company. Its business is turning client vision into results through the application of consulting, systems integration and managed operations. The company's annual revenues are more than EUR 5 billion and it employs 45,000 people in 50 countries. Atos Origin is the Worldwide Information Technology Partner for the Olympic Games and its clients include ABN AMRO, Akzo Nobel, Alstom, BNP Paribas, Ericsson, EDF, Euronext, Fiat, France Telecom, ING, KPN, Philips, Renault, Royal Bank of Scotland, Saudi Aramco, Schlumberger, Shell, Standard Chartered Bank, Telecom Italia, UK Department for Work and Pensions, Unilever, Vivendi Universal and Vodafone.
Atos Origin is quoted on the Paris Euronext Premier Marché and trades as Atos Origin, AtosEuronext, Atos Worldline and Atos Consulting.
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