Company
Technical service provider for industrial customers. Maintenance, repair, and service calls with a high volume of requests and expectations for quick response times.
WTD Glow Service Customer Testimonial
From Unclear Order Status to Real-Time Transparency
How a technical service provider used SIMPL to gain a comprehensive overview of all service requests, shorten response times, and take coordination between scheduling and technicians to a whole new level.
Technical Service Provider
Ticketing
Digital planning board
Dashboards & Analytics
Background
Inquiries via phone, email, and in person. No centralized overview; scheduling on an as-needed basis; key metrics available only after a delay.
With SIMPL
Ticketing, digital scheduling board, and dashboards—all on one platform. Real-time overview of all orders; key management metrics at the click of a button.
"
With SIMPL, we finally have a clear overview of all inquiries and orders—all in real time. Our technicians are quickly getting the hang of the interface, and overall, we’re working in a much more coordinated way. We can see this reflected in our response times and in the feedback we receive from our customers.
Thomas Liebek
CEO at WTD
The Starting Point
Inquiries coming in through many channels, no centralized overview, and key metrics available only after a delay
WTD is a technical service provider that performs maintenance, repair, and service calls for industrial customers. Its day-to-day operations are characterized by a high volume of incoming requests that must be quickly prioritized and assigned to the appropriate technicians. Customers expect quick response times and transparent communication regarding the status of their orders.
Before SIMPL, the team lacked a centralized overview. Requests came in through various channels—by phone, email, and sometimes in person. It took a lot of effort to figure out who was working on which job, how far along the work was, and where capacity was currently available. Schedulers had to make inquiries by phone, technicians in the field had no insight into the overall situation, and management could only track key metrics such as response times or order volume with a delay.
The result: Orders sometimes sat unprocessed longer than necessary, coordination between scheduling and technicians was time-consuming, and customers occasionally had to follow up because there was no proactive status update.
The Journey with SIMPL
A platform for the entire order process, from receipt to completion
With SIMPL, WTD has introduced a central platform that tracks the entire journey of an order, from the receipt of the request to its completion. The transition was deliberately pragmatic: first the ticketing system, then the scheduling board, then the dashboards.
1
Ticketing as a Key Entry Channel
All inquiries—whether by email, phone, or through the customer portal—are now consolidated into a single, unified ticket system. Each ticket has a clear status, priority, and assigned person. The dispatch team can see at a glance what’s pending and where action is needed. This largely eliminates the need for follow-up calls.
2
Technician Scheduling Using the Digital Schedule Board
The scheduling team plans assignments using the planning board and can see in real time which technicians are available and where capacity is becoming available. In the event of last-minute changes—such as an urgent assignment—the schedule can be adjusted immediately without losing sight of other jobs.
3
Dashboards for Executive Management
Management keeps an eye on the most important metrics: How many orders are pending? How quickly does the team respond? Where are the bottlenecks? Questions that previously could only be answered through manual effort are now available at the push of a button.
4
Easy to use, even without any software experience
Even technicians who had little prior experience with digital tools were able to get the hang of SIMPL right away. The intuitive interface significantly shortened the implementation time and ensured a high level of acceptance, without the need for extensive training or resistance from the team.
The result
Real-time overview, faster response times, better coordination
Status calls and emails have been transformed into a real-time ticket board
Everyone on the team can see open tasks and who is responsible for them.
A static weekly schedule was transformed into a digital planning board
The scheduling department handles rush orders without having to make a series of phone calls.
Excel reports and gut feelings were turned into a dashboard for management
Response time, order volume, and bottlenecks at the touch of a button.
High level of acceptance without the need for training
Even technicians with no software experience can work productively with SIMPL from day one.
Results in Numbers
about 40%
Faster response times to customer inquiries.
½ day
Training; technicians are productive right away.
GF-Cockpit Live
instead of monthly reporting.
