Company
Industrial service provider and custom machine builder. Field service calls, custom machine projects, and ongoing maintenance—often carried out simultaneously.
Wagner Eschweiler Customer Testimonial
From a Sea of Papers to a Well-Coordinated Service Team
How an industrial service provider puts an end to paperwork chaos, aligns office and field operations, and turns backlogged inquiries into about 25% more service revenue.
Industrial Services & Custom Machine Manufacturing
Ticketing
Checklists & Forms
Document Management
Background
Orders coordinated via phone, email, and handwritten notes. The office and field staff are at different levels of efficiency. Paper service reports, retyping, and lost information.
With SIMPL
Inquiries, orders, and service reports—all in one centralized solution. Office and field staff on the same page, with noticeably better communication.
"
Thanks to SIMPL, the paper chaos in our company is finally a thing of the past. Now we record customer inquiries and orders—including all relevant service reports and maintenance logs—centrally in a single solution. As a result, we not only have full transparency regarding all orders, but communication across the entire team has also improved noticeably.
Britt van Deursen
Division Manager at Wagner Eschweiler GmbH
The Starting Point
Orders placed by phone, email, and on paper slips; office and field staff at different stages
As an industrial service provider and manufacturer of custom machinery, Wagner Eschweiler operates in a demanding environment: Its day-to-day operations include on-site service calls, custom machinery projects, and ongoing maintenance work—often carried out simultaneously and with shifting priorities.
Before SIMPL was introduced, there was no central location where all information came together. Orders were coordinated by phone, email, and on pieces of paper. The information available in the office differed from what field staff had access to. It took a lot of effort for the team to figure out who was working on which order, what the current status was, and which documents were associated with it.
Service reports and checklists were handled on paper. This meant that forms were filled out by hand on-site and then typed up or scanned back at the office. Information was lost, filing was inconsistent, and tracking individual tasks took up the team’s time unnecessarily.
The Journey with SIMPL
A central platform for orders, tasks, and service documents
With SIMPL, Wagner has introduced a central platform that consolidates all orders, tasks, and service documents. The transition went smoothly, even for team members who had little prior experience working with digital tools.
1
Ticketing as a Central Hub
All incoming inquiries and orders are now consolidated in SIMPL. Everyone on the team can see at a glance what’s pending, who’s responsible, and what the priority of an order is. This has largely eliminated the need for follow-up calls or emails to clarify the status.
2
Digital checklists instead of paper forms
Service reports, inspection reports, and maintenance checklists are filled out directly on-site using a smartphone or tablet. The data is automatically uploaded to the system—no retyping, no data loss. This ensures that no information is lost between the job site and the office.
3
Document Management All in One Place
Technical documents, service reports, and project documentation are stored centrally in SIMPL and can be accessed at any time, whether in the office or on the go. There’s no need to search through email inboxes and server folders.
The result
No more paperwork, improved communication, more repeat business
Notes, emails, and phone messages were turned into a shared ticketing system
The office and field staff use the same version.
Paper-based service reports have been replaced by mobile data entry on-site
Data is entered directly into the system without having to retype it.
Unresolved inquiries resulted in a 25% increase in service revenue
Seamless tracking from the initial inquiry to the follow-up order.
High level of acceptance within the team
Its ease of use ensures that SIMPL is popular, even among employees with no software experience.
Results in Numbers
+25%
Service revenue through seamless lead tracking.
about 50%
Fewer internal status inquiries within the team.
High level of team acceptance
even without prior software experience.
