Since all processes run via the ServiceNow platform of Swisscom, our customers always have full transparency.

Facts & Figures

November 2019

Firmen Facts:

Company: Burkhalter Group

Headquarters: Zürich

Industry: Electrical engineering services

Employees: approx. 3'000

The Burkhalter Group has decisively improved the service quality for its major customers with several locations. A cloud-based customer portal offers a 360-degree view of all current orders, among other things. At the same time, Switzerland's largest electrical engineering service provider has completely digitised its processes and can now handle orders without any media breaks.

Challenge

With around 3,000 employees, the Burkhalter Group is the largest Swiss provider of electrical engineering services for buildings. With its 47 Group companies, it is now present at almost 100 locations in all four parts of the country. This represents a significant advantage, especially for customers with several locations: They are looked after by one personal contact and the orders are coordinated centrally. However, the work is carried out by the Burkhalter electrical partner that is closest to the branch in question. Burkhalter was looking for an intelligent service portal with the aim of being able to offer customers even better service while further advancing its own digitisation strategy. What was needed was a highly scalable and parameterisable solution that could map the complex decentralised structure of the Group. What's more, existing systems were to be linked as consistently as possible while enabling processes to be digitised quickly and easily.

Solution

During the evaluations, it was quickly noticed that the ServiceNow Enterprise Service Management Platform best met the requirements of the Group, as it is based on proven IT and business models. For the implementation of the platform, the electrical engineering specialist brought Swisscom on board. Swisscom, as a Premier Partner of ServiceNow, has profound know-how and is the only Swiss partner to offer the cloud platform in a flexible Software-as-a-Service model. On the basis of ServiceNow, Swisscom developed a customer portal as a full service provider for Burkhalter, which today connects customers, branch offices, systems and processes as an efficient control room. Via the intuitive user interface of the portal, Burkhalter customers can enter orders themselves for their projects distributed throughout Switzerland and keep track of all work in progress in real time. The Burkhalter Group has thus created transparency and traceability for its customers, therefore underlining its company motto "360 Grad Schweizer Elektrotechnik" (360 degrees Swiss electrical engineering). What's more, the portal provides customers with a wide range of statistics and evaluation options. For example, with just a few clicks they can find out at which of their locations disruptions occur, which have a high level of maintenance and where there is potential for optimisation.

The advantages for Burkhalter are also obvious: The entire Group benefits from significantly simplified processes and integrated workflows in the order and reporting system. The burden on the employees has also been reduced: The central allocation of orders to the individual Burkhalter branches minimises manual activities. Duplicate orders have been eliminated and customer queries via telephone or e-mail have been significantly reduced, as customers can retrieve the status of work at any time themselves.

The ServiceNow platform is operated in the highly secure Swisscom data centre, so all of the data remains in Switzerland.

Benefits

360-degree view for customers

Via the service portal, major customers of the Burkhalter Group can enter orders themselves quickly and easily and obtain information about the status of work at any time.

Processes without media breaks

Thee Burkhalter Group benefits from optimised and consistent workflows in the reporting and order system.

Less administrative outlay

Administrative outlay has been significantly reduced by automating the processes and eliminating manual error sources, and also due to the fact that there are now fewer customer queries.

These products are used by Burkhalter

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