Novomatic is one of the largest gaming technology companies in the world; the Novomatic Group develops, manufactures and leases gaming and lottery equipment and systems on an international scale. They employ more than 25,000 people in the more than 45 countries where they are installed.

Globally, Novomatic generates rental and maintenance services for more than 260 thousand gaming terminals and video lottery terminals, providing reliability in the sophisticated gaming systems it develops and offers to its diverse customers, notably casinos, electronic casinos and gaming halls. 

Our experience with them was in relation to their Colombian subsidiary, which provides large entertainment technology products to their regional client portfolio. 

Novomatic's main challenge: improving customer relations by optimizing technical field service

Prior to the implementation of GDW Services, Novomatic did not have a centralized platform to coordinate field operations of technical equipment. Their intention was to improve CRM(customer relationship management) by increasing efficiency in operations, especially improving the traceability and timeliness of their technicians to ensure service fulfillment.

The scheduling of technical visits was done via Whatsapp, and physical records were generated in the field, on paper, which then had to be reprocessed. In addition to administrative simplifications, the digitization of processes would also allow the generation of digital communication channels with customers and thus incorporate other improvements in the CRM.

Since the management processes they had in place prior to the GoDoWorks solution did not allow them to know the location of the technicians in the field, no information was obtained about the execution times of the assigned tasks. Therefore, there was a need for more information about operational performance in the field.

The systematization and digitalization of processes provided valuable resources to simplify the work of technical personnel and their supervisors. This, in turn, allowed for better relations with clients by guaranteeing service quality. 

The implemented solution: GDW Services as a centralized platform for technical service field operations.

GDW Services generated efficiency and productivity through improvements in key areas of field operations management.  

On the one hand, it improved the management of scheduling and the assignment of work orders, generating an orderly and systematized flow thanks to the digital platform. This tool provides traceability to operations by digitizing the mobility of field technicians and guarantees visits, response times and compliance with schedules.

This traceability occurs in real time and, through interaction with other means of communication with the customer (e-mail, for example), allows to provide information about the status of the requested operation, the scheduling process and its confirmation. Achieving this added value, on the CRM side, was one of Novomatic's main motivations. 

The benefits of operating the technical service with GDW Services

An important benefit of digitization was the elimination of paper records. This simplifies the technician's work and saves time, since it avoids the handling of physical forms and their subsequent transfer. In addition, stationery costs are reduced.

The digital recording of information provided by GDW Services generates efficiency gains in several ways. The inherent reliability of digital storage reduces omissions and misplacements, and above all, achieves significant time and energy savings by avoiding reprocessing of data entry. Administrative processes are simpler and smoother. 

The work of coordination and supervision is also simplified since the reception of work orders and their weekly planning is more easily organized and centralized thanks to the tool. Also, the communication of work orders to the technicians in the field is optimized. 

The platform also allows to know the performance of the technicians and rate their performance, generating an additional component of improvement in the service offered to the customer. This, in addition to the automatic sending of information through digital channels, optimizes communication and complements the CRM achievements that were specifically sought.

Finally, knowing and measuring the performance of the technical force as a whole and weighing its strengths and weaknesses, as a result of the information obtained and compiled by GDW Services, contributes to better management decision making. 

In summary:

• The ability to generate traceability of the technical service in the field, which they did not have before. This guarantees service compliance and provides reliability.
• An optimized process for scheduling and issuing work orders that provides administrative efficiency, on the one hand, and generates better customer relations thanks to the possibility of providing automatic and immediate information. 
• The ability to measure the performance of the technical force, enabling service improvements and greater guarantees.
• An improvement, as a result of efficiency and digital communication, in customer relations. This was one of the central objectives.
• Up-to-date and constant knowledge about the performance of field operations enhances managerial decision-making capabilities. 
• In total, an increase in productivity of more than 10%.