Case Study

Digital service transformation at GEA

Syskoplan Reply supports GEA in implementing a cloud-based Omnichannel Solution for the Sales & Service area.

Service at GEA

GEA is one of the largest system suppliers for the food, beverage and pharmaceutical industries. The internationally active technology company focuses on machinery, equipment, and process technology and components.

In addition to the extensive product range for different end markets, GEA also offers a broad service portfolio. This includes maintenance, repair and spare parts supply, consulting, installation and commissioning. The aim is to provide customers with excellent machines and technical solutions, accompany them throughout the entire life cycle, and help them optimize their performance in production. The importance of the service business for GEA is obvious: excellent service leads to a better customer experience, higher customer loyalty and, last but not least, to higher sales. That is why service orientation is a crucial organizational principle at GEA and an integral part of the corporate strategy.

The Challenges

In a widely ramified service organization like GEA's, the local units play an essential role in Sales & Service Execution because of their proximity to the customer. They must be enabled to run the local business efficiently and with high service quality. They need high-quality data to interact proactively with the customer. Furthermore, they need differentiated digital processes and workflows to implement Field Service standards or collaborate with the regional and global organizational level. The task is to give all local teams worldwide access to harmonized installed base data (structure of machines and plants at the customer) and to provide excellent service tools and standards. This is not an easy challenge, especially in a highly diverse organization against a background of global presence.

The cornerstone of transformation

In a globally operating and widely distributed service organization, as is the case at GEA, the focus of Sales & Service Execution is essentially on the local teams and organizational units, as they have the necessary proximity to the customer. In the respective markets, the empowerment of these teams through access to data and provision of cloud-based tools for customer interaction and process standards plays a significant role. GEA has consistently pursued this path of transformation and laid the foundation for further progress in the service business.

Excellent technical service is an essential building block for an outstanding customer experience. With the service solution we have developed together with our partner Syskoplan Reply, GEA is now very well positioned for further developments.

Patrick Schwarz
Vice President CRM & Commercial Excellence, GEA

GEA

GEA is one of the largest system suppliers for the food, beverage and pharmaceutical industries. The internationally active technology company focuses on machinery, equipment, and process technology and components. With the purpose "Engineering for a Better World", GEA focuses on its customers' sustainable and efficient production processes.

Syskoplan Reply specialises in the consulting and implementation of SAP technologies. As a long-standing and multiple award-winning SAP Gold Partner, Syskoplan Reply reliably accompanies companies on their way into the digital future. We focus on the use of SAP solutions as a central platform for the transformation of business processes and customer experiences. With the customised concepts of the experts, companies secure decisive competitive advantages. They benefit from our innovative strength, agility and extensive project experience in a wide range of industries. Syskoplan Reply's portfolio covers all facets of modern SAP architectures.