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Since the year 2000, TMVW has constantly added new services to their core business and became a leading multi-utility, multi-service company in the region of Flanders, Belgium. As the responsibilities of TMVW field workers expanded, their IT department realized the need for a mobile solution to simplify data capture to help employees succeed.
TMVW - Tussengemeentelijke Maatschappij der Vlaanderen voor Watervoorziening
~ €300 million (2011)
Service, Asset Management, Information Technology
SAP BusinessObjects Business Intelligence Platform, SAP Work Manager, SAP for Utilities, SAP Mobile Platform, SAP Multiresource Scheduling, SAP Enterprise Resource Planning
TMVW is a multi-utility, multi-service company that serves municipalities in East and West Flanders, Belgium. Started as a drinking water company in 2000, TMVW has constantly added new services to its core business – following a corporate mindset of anticipating customer demand and exceeding expectations through forward-looking and high-quality services.
Today, the company’s services include provisioning and distribution of drinking water, remediation of waste water, and maintenance of sports infrastructures and swimming pools.
As the number of services TMVW field workers manage continued to grow, the IT department faced a particular challenge: The technicians still used a paper based process to manage activities, such as work orders and van inventories. Paper based processes resulted in manual intensive processes, which also resulted in additional struggles to get timely information, such as a facility’s maintenance history out to field workers on a job.
Growing through the decades with SAP
80% of TMVW’s back office processes are automated and its field workers use the SAP Mobile Platform on a daily basis. The platform delivers all of the information field workers require to serve customers, ranging from the customer’s name and address to the specifications of the facility they have to work on. This automation frees up resources in TMVW’s back office and enables better customer service – supporting TMVW´s most important KPI.
To really understand the impact, consider this scenario through the eyes of a Flanders resident:
You spent the last couple of weeks coaching your kids for the annual swim meet, and now you can´t wait for Saturday to arrive. But opening the morning newspaper, you read that the local pool had to close due to a burst water pipe. Worrying that the event will be canceled, you pick up the phone and call the pool administrator.
Thankfully, the employee on the phone assures you that everything will be fixed in time. A service technician from TMVW, a multi-utility, multi-service company that serves municipalities in East and West Flanders in Belgium, arrived this morning and was able to start working immediately. Thanks to the map of the pipe system the technician had on his mobile device, he was able to locate the defect quickly. And thanks to the company´s deployment of the SAP Mobile Platform, his mobile device showed him that all the equipment needed to fix the pipe was already in the van.
But TMVW is not stopping here. As a next step TMVW aims to roll out an application that enables customers to proactively track their order status. Customers can rely on the company to continue providing innovative, best-in-class services – and the people of Flanders can continue enjoying their weekends at the local pool.
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