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How do you make something that has never been made before? Many organizations – from small production companies to large factories – have
faced this challenge. Isah offers both the required software and support by using TOPdesk and Team Foundation Server.
How do you make something that has never been made before? Many organizations – from small production companies to large factories – have
faced this challenge. Isah offers both the required software and support by using TOPdesk and Team Foundation Server.
How do you make something that has never been made before? Many organizations – from small production companies to large factories – have
faced this challenge. Isah offers both the required software and support by using TOPdesk and Team Foundation Server.
made before? Many organizations from small production companies to large factories have faced this challenge. Isah offers both the required software and support by using TOPdesk and Team Foundation Server. ISAH MAKES IT WITH TOPDESK AND TFS Text: Timme Hos CUSTOMER IN FOCUS 7 Marco Vlijm (l) and Jos van Baal from Isah Photography: Aad Hoogendoorn 8 CUSTOMER IN FOCUS Certain things are easily taken for granted: a passport, a traffc sign indicating a roadblock, or biscuit packaging. However, creating these items is a complex and often high- tech process. Customers are not always aware of the companies behind this, says Jos van Baal, manager at Isahs Product Development department. He is responsible for the software used by the manufacturing industry, a term describing all organizations that make items ranging from large dredgers to small car parts. Everything that is made and is not readily available in stock has to be manufactured in a unique way. Its those companies we supply with our software. Software for the manufacturing industry Isah is a Dutch company that develops and supports ERP (Enterprise Resource Planning) solutions. They started almost thirty years ago and have since opened branches in Germany, Canada and North America, and work with partners in South America and Switzerland. Isah helps around 650 companies worldwide to create their products. Marco Vlijm, manager of the Quality & Support department, explains that manufacturing companies use Isah for a range of tasks. It starts with processing quotes at offce sales. The estimated production price of the product is based on the quote. Isah tells them which materials, machines and fnishes they need to create the fnal product. Isah is also used in the production facilities where the software is used to book hours and register materials. What makes our customers unique, says Vlijm, is that they make things that havent been made before. Its important to them to settle on a good price. Isah is good for calculations, even in complex production structures. The entire production process can be supported with Isahs smart integrations, starting with the frst drawing. Production companies often use a supplied drawing after which a machine or product rolls out of the factory, says Van Baal. And this product requires maintenance. Isah can import 2-D drawings and 3-D models and communicates with the engineering software. This lets companies make changes even during the development of a machine. Devoted thanks to TOPdesk The dedicated support team at Isah has been helping customers worldwide and ensuring Isahs quality for over ffteen years. We used to support our customers using a tool we built ourselves, says Van Baal. In 2007 we started looking for a new application to better meet our needs, and we chose TOPdesk. Isahs customer base has expanded considerably over the years. However, this didnt mean Isahs support department had to grow as well. The quality and productivity of our support has dramatically improved, says Vlijm proudly. Our support staff are not necessarily tech-savvy, but rather they understand how our customers use the software. They know how manufacturing companies work. Helping the customer is what matters most, says Van Baal. This is why we dont judge our support staff on the number of Marco Vlijm (l) and Jos van Baal CUSTOMER IN FOCUS 9 processed calls, but rather focus on whether they helped the customer. In some cases this requires a lot of time. The customers needs The Quality & Support department deals with all types of customer requests and questions: from project planners to bookkeepers responsible for the monthly accounts. Around 80 per cent of all calls and they receive over 25 calls a day are processed in less than ffteen minutes. If Isah suspects that something in their software needs improving, the support employee sends the incident to Change Management. The customers Isah supports beneft greatly from TOPdesks Self Service Desk. Its how we present ourselves to our customers, says Vlijm. We are happy with TOPdesks adjustable icons, because now our customers can easily indicate whether they want to report a bug or whether they have a request. If they have a feature request, all they have to do is click the Aladdin icon. When Isahs change manager is informed of the bug or feature request, he creates a change. Thanks to the link between TOPdesk and Team Foundation Server (TFS), the change manager can easily register the change in the latter. TFS helps us with the source codes version management and with managing the changes, says Van Baal. If a developer checks the backlog and sees the bug is external, that developer has direct access to all background information in TOPdesk, including the customers attachments. Continuous improvement Thanks to the link between TOPdesk and TFS, Isah can continue to improve its software. The Product Development department has already noticed the results. We started using Scrum and have updated all our tools, says Van Baal. This includes the link between TOPdesk and TFS. We also resolved and automated any tasks we performed manually, too late or not at all. Now our support staff can immediately tell the customer whether their bug is resolved in our products latest version. This has made the procedure a lot clearer for customers, adds Vlijm. The manufacturing industry is always assured of the most up-to-date software to support their company processes. And those things we take for granted from biscuits to dredgers will continue to roll out of factories across the world. OUR CUSTOMERS MAKE THINGS THAT HAVENT BEEN MADE BEFORE Marco Vlijm Manager Quality & Support