EMS Electro Medical Systems - Digitalisation in service & maint­enance management

Starting position and challenges

With the expansion of the company and the increase in products and customers, this 1 1 strategy was hardly feasible. As an intermediate step, the company worked with Excel files. With around 40 inquiries a day today, the EMS employees quickly reached the limits of the system. Only one person could work on the Excel list at a time, information was not consistently added or got lost, and it was very difficult to check if all data were up to date.

Solution approach and collaboration

Since EMS had already rolled out a CRM system from CRMFIRST in 2016 the implementation of proCONTRACTS was an obvious choice proCONTRACTS is a solution for digital, intelligent contract management, that was specially developed for Microsoft Dynamics 365. The solution could therefore be integrated quickly at EMS, and individual adjustments were easily made to the company's requirements. An added value was that employees were already familiar with the logic and look feel of the software interface. This kept training times at a very low number and the ROI paid off within a few months already.

In detail

The CRM system introduced by CRMFIRST is primarily used for case management at EMS. All departments work with the system It starts with technical customer service, which records the customer inquiry, continues with customer service, which arranges rental equipment and pickup, and ends with engineering, where all data for the repair is recorded. The final stages are logistics for the return shipment and Customer Service for invoicing. All departments are involved in the process and can view the case and store their data at any time.

Individual contracts at the push of a button Thanks

Thanks to the new CRM system, all processes were cleanly structured and transparent now, but the contract types for service and maintenance of the individual systems were often very different, sometimes even incomplete. With proCONTRACTS, this is a thing of the past. The EMS employees record the device/ system that needs to be recorded as a case in proCONTRACTS The software displays all relevant information on the respective customer and the equipment Contract modules, that have been checked and agreed upon in advance, are available for the respective service case. The employees can select the contract types that fit the specific system and configure them ready for use. For example, it is possible to specify whether a customer wants a replacement system, a subscription for regular maintenance, or only wants to send in and check the system once. In addition, it can be individually selected whether the contract is to be faxed and signed or whether the digital signature ( is to be used Additional information, such as the desired return date, exchange replacement system, can be stored. EMS employees can use proCONTRACTS to create contracts completely using customized contract templates in several languages and send them to customers directly out of the software system. The customers only have to select and sign the contracts.