About BSH Hausgeräte
BSH Hausgeräte GmbH is the largest home appliance manufacturer in Europe. Headquartered in Munich, Germany, the company is part of the Bosch Group. With 61,000 employees across a network of companies in 50 countries around the world, BSH achieves sales revenues of EUR 13.4 billion.
How could BSH cut administration time and enable its field service engineers to spend it with customers and potentially boost sales?
BSH transformed its customer service processes with three custom iPad apps, enabling customer service professionals to go beyond fixing appliances and actively generate new business opportunities.
The new processes are 100% paperless. Customer service technicians can manage jobs, plan routes, and generate cost estimates and email invoices right within the new iPad apps.
Furthermore, the field staff can present comprehensive product information to customers that was simply not immediately available before.
The app also supports more dynamic and accurate inventory management across the fleet of customer service vans.
Additionally, by replacing several single-purpose devices with just one, the company reduced the number of devices by 80 percent—and cut the weight from around 10 kg to less than 1 kg, reducing physical strain and stress, and contributing to a healthier work environment.