In order to achieve cost savings, efficiency gains and quality improvements, Muller Martini AG has decided to reorganize its global structures. A decisive factor here was the implementation of the SAP Field Service Management solution. The aim was to establish an effective service concept that could be ideally adapted to the requirements of the print finishing specialist and make a decisive contribution to improving quality in the promising service business. The project is part of a large-scale project to centralize the infrastructure of the globally operating company with more than 20 locations.

The production and sale of systems for the printing industry has been Muller Martini's core business for more than 70 years. Founded in 1946, the family-owned company specializes in the manufacture of postpress machines such as saddle stitching, perfect binding and newspaper mailing systems. From its headquarters in Zofingen, Switzerland, Muller Martini has more than 20 sales companies in various markets.

In line with the decentralized sales concept, the markets functioned largely autonomously and relied on a decentralized IT infrastructure in the past. Although the production company based in Switzerland and the sales company shared the same ERP system, the company's own production facility in Germany was not connected to this solution until a few months ago. The same applied to the global sales and service companies.

As the paper processing area no longer showed any growth potential over time, Muller Martini decided to adapt its business concept in 2014. As part of a restructuring project of the global sales and service organization, profitability was to be improved and processes accelerated in order to establish the company as a top provider of after-sales services within the printing industry - a USP that would lead to an increase in new investments in the long term. In order to create the basis for this realignment, Muller Martini needed an IT concept that would enable end-to-end processes and at the same time connect all locations.

Digitization of operationally important processes

In the past, Muller Martini was set up as a closed unit at its Swiss headquarters. The sales company worked closely with production and development. However, most of the international sales offices used completely different systems without standardized processes. In order to harmonize these and at the same time reduce costs, increase efficiency and improve quality, the company decided on a large-scale implementation project for networked ERP, CRM and field service management systems.

The aim is to streamline previously complex processes. "In the past, orders for machines and spare parts had to be sent to the production plant in Zofingen via fax or paper if they were placed in the branches worldwide," explains Reto Hofer, Program Manager MMServices, Global Services and Marketing at Muller Martini. "At the moment, we are networking all sites via a common platform that allows us to use the appropriate interfaces for data transfer. Our employees can use the systems not only to create quotations or order goods, but also to configure the machines directly for specific customers."

Powerful tools fit together perfectly

The solution of choice is a combination of SAP Business One, SAP ECC as the ERP basis and SAP Field Service Management. A connector is connected in between. This powerful tool exchanges data between the cloud application and the on-premise systems. Using the intercompany interfaces between SAP Business One and SAP ECC, data can be transferred between the two applications and master data can be synchronized between the production and sales companies. In this way, Muller Martini can map all locations across three systems despite having different requirements.

"The first stage of the project was to set up a new SAP ECC in the production company at the company site in Zofingen," explains Christian Spaltenstein, Project Manager at SAP. "At the same time, the requirements for the future business processes in the sales branches were described and visualized in detail as part of a blueprint phase." Driven by the initial project, the re-implementation of SAP ECC in the production company, SAP Business One was then set up in the Swiss sales company. After an operating and optimization phase of 15 months, the roll-out in the international markets began. The plan is to replace the old ERP with SAP Business One and introduce the new Field Service Management software in one branch each quarter - including adaptations according to the individual requirements of each branch.

While the focus is always on the greatest possible uniformity of the individual systems, necessary adjustments can be made with the help of add-ons in order to take account of the sometimes complex operating processes that are tailored to the respective market. This includes, for example, adjustments to the modules for quotations, document layouts, time recording and accounting. "In contrast to Muller Martini's other sales markets, asset accounting must be maintained in Germany," explains Christian Spaltenstein. "A consultant from our branch in Germany was called in to set up this SAP Business One standard module."

The positive effect of the restructuring quickly became apparent. By moving away from a large number of different applications, numerous company processes have now been standardized, simplified and partially automated on a global level. Transparency has also been increased, as all information is now only available in a single system. "Within our organization, the understanding of large interrelationships has gained enormously in importance," comments Reto Hofer. The overall process in the machine business is now driven by the fact that there is integration between the local system and production. In addition, the company will use standardized interfaces in the future, which will make it possible to increase global consistency and transparency.

Focus on service strengthens the role of technical experts

In addition to revitalized sales processes, Muller Martini benefits from more effective resource planning in service. A special feature within the workflow are the service technicians who belong to the production sites in Switzerland and Germany. If a customer abroad requires a service technician, the local Muller Martini representative is usually contacted. However, the specialists are based at the production facilities in Switzerland and Germany. If necessary, the request can now be forwarded from the local service technicians to the specialists via SAP Field Service Management. Using the system, they are able to view and process information that has already been entered and add details. Finally, once the problem has been resolved, they can complete the service order within the system and return it to the local service technician. The quality of the service and the processing speed of the data have improved significantly as a result of this new process.

Improved efficiency and transparency

This procedure offers considerable advantages not only in terms of the quality of service that the customer receives, but also for controlling and reporting. It is now possible to collect key figures and initiate extensive data evaluations using one and the same tool - resulting in uniform data quality, which considerably simplifies financial planning. In addition, since the integration of the various systems, processes have been accelerated, for example in the form of faster invoicing. In addition, employees have more time to focus on their core business thanks to the more efficient use of capacities and the reduction in workload.

"For us as developers of one of the most modern field service management solutions on the market, this project is an important milestone in our global business," explains Christian Spaltenstein. "Muller Martini is one of the first customers to implement the complete package of ERP and Field Service Management software with the Connector. This is clear evidence that we are on the right track, especially in the globally networked business." The project managers at Muller Martini share the positive conclusion: "The integrated solution comprising ERP, CRM and Field Service Management offers a highly efficient and user-friendly connection between the Sales and Service departments and our central company software. In particular, the connection of the field service management solution enables the resource-saving and reliable processing and billing of service assignments and opens up the option of also recording CRM data in sales quickly and easily in the future," summarizes Reto Hofer. "A networked solution in the best sense of the word that we would choose again at any time."

Manuel Grenacher, General Manager Field Service Management at SAP