IHC is committed to continuously increase service levels to their customers, including via digital solutions. Customers require the knowledge, competence and tooling for the vessels to remain operational and reduce costs. IHC decided to use their in-house expertise for the development of full digital Service Portal. Docs & Parts is the first installation towards this Service Portal.
Business Need: IHC is committed to continuously increase service levels to their customers, including via digital solutions. Customers require the knowledge, competence and tooling for the vessels to remain operational and reduce costs. IHC decided to use their in-house expertise for the development of full digital Service Portal. Docs & Parts is the first installation towards this Service Portal.
Solution: With the Service Portal IHC’s customers are able to manage their personal fleet of dredger and view part information and technical documentation (for example, technical drawings of an engine about those dredgers on desktop and tablet. All this knowledge is available within the context of the user, e.g. a service engineer standing in the hull of a ship can view this information without an internet connection. The information in the app is synchronized whenever the user chooses to do so (a Wi-Fi connection is suggested because of the amount of data) and the data is sourced from IFS (IHC’s ERP system). All data in the application is searchable so that the user can find the right information he’s looking for easily and intuitively.
Results: Instead of a paper trail with outdated information an engineer who uses the application will have the latest information and possible changes available to him, so he can focus on the job This will streamline a lot of communication between the customer and IHC. All the data is available in a mobile app which can be accessed offline, so where an engineer is located does not matter for the availability of the documentation. 1. Increased efficiency in the cooperation between customers and Royal IHC (e.g. customers and royal IHC work with the same data, resulting in better conversations). 2. Reduced error margin thanks to working with the same up-to-date information (e.g. when ordering parts). 3. Increased value during contact moments (i.e. fewer customer requests asking for documentation, rather contact moments to discuss technical complex topics).