Khlebnitsa with the help of a service process automation system HubEx reduced costs by 36%

2021: Implementation of the HubEx system

The Khlebnitsa company with the help of a service process automation system HubEx scaled up the service business and reduced costs by 36%. The company HubEx announced this on September 30, 2021.

The main problem faced by the company is downtime. In Khlebnitsa, a small staff of equipment, any breakdown led to a pause in the work of the bakery, and therefore to losses. Without system management of field work, it was impossible to look into the maintenance history of a specific unit and track the frequency and root cause of the breakdown: equipment fatigue, a defect, incorrectly carried out by the employee repair.

Prior to the implementation of the Field Service Management system, repair and maintenance requests were distributed to service specialists through instant messengers. Since there was no dispatcher in the state, this task fell on the shoulders of the head of the company.

The process of executing requests has been opaque. The manager did not know for sure how much time the employee spends behind the work and how well he performs it. Analyzing the periodicity of requests and finding out how often one or another type of work has to be carried out has taken even more resources. In addition, the load on workers was distributed unevenly, since the company employs visiting specialists of a narrow profile (repair of furnaces, CIs, refrigeration units, engineering networks).

When I came to the company, I already had a vision of a workflow, transparent and fast, which can be managed. And for this, first of all, automation of key processes was required, "said Vyacheslav Krotov, Head of the Service Department of the Khlebnitsa bakery chain.

From the first day, bakery employees received:

• Access to the mobile application for employees;
• 50 free licenses for performers;
• The ability to create electronic passports for equipment (with information about the location, brand and model of equipment, photos, service history).

Key for the client were the functions of maintaining the service history, submitting an application for repairs in relation to a specific facility and unit of equipment, marking the entire fleet with individual QR tags.

During the trial period, Khlebnitsa managed to:

• Automate handling of requisitions;
• Add task lists and check lists for each object and equipment;
• Implement the basic analytics and reporting module.

In the created platform, job requests are created by instant scanning of individual equipment QR tags and uploaded to the system, where the responsible employee distributes them in the schedule. The manager sees the loading of the service department as a whole and each specialist individually.

Data about the equipment, addresses of bakeries and contacts of the responsible is automatically submitted to the mobile application along with the application. This systematized the service history and allowed you to collect analytics on breakdowns: which units have to be repaired more often, what exactly fails, etc.

All purchase requisition data is displayed in the analysis module. The manager has the opportunity to estimate the average time to close applications or the most popular type of work and based on objective data to correct the work of the service service.

After the implementation of the platform, management was able to collect objective analytics on the operation of the equipment. This made it possible to reduce the number of repairs, introduce a preventive replacement system for "tired" equipment and abandon the use of often failed equipment in favor of more reliable.

The work of service specialists has been standardized. Khlebnitsa obliged employees to apply photos and videos of the results of the work through the employee's mobile application.

The management of the company was able to see the stage of execution of the application, the location of the employee, the quality of the repair. Data on the load and efficiency of each employee is automatically accumulated in the analysis module: the number of completed and overdue requests, the number of hours worked, the payload factor, and personal rating.

Following the results of work with the HubEx, the leadership of Khlebnitsa decided to switch to the full version of the decision. So, companies have become available tools for automatically distributing requisitions to executors, automatically adding planned work to the calendar and business process editor.

The introduction of the FSM system allowed Khlebnitsa to standardize work within the company, reduce operating costs, reduce the percentage of equipment breakdown, form an employee staff taking into account the real volume of tasks, and increase customer loyalty due to the increased quality of services.