IT-based service process as a starting point for digitalization

Decision in favor of valantic as a trusted partner

For this reason, those responsible at NRS decided to digitally map the entire service process – and thus simultaneously create the basis for a holistic digitalization of maintenance and the other business areas. An important requirement was that the software for the service process could be connected to SAP ERP. With the software that Nordic Rail Service initially had in mind, this would have involved considerable effort in connecting the maintenance software to the SAP system. There was therefore a desire to represent the maintenance processes within SAP ERP. For this reason, the company ultimately decided to use the existing SAP system and develop it accordingly.

Once the decision had been made in favor of SAP as the software, it was immediately clear that Orianda Solutions AG – a valantic company was the right partner for the implementation. “I first came across Orianda a few years ago at a seminar on the digitalization of maintenance,” says Thomas Toschka. “The Swiss Federal Railways had reported on a joint project with Orianda Solutions AG – a valantic company. That was a hugely valuable tip for me.”

“Until then, we had searched in vain for a partner who was familiar with both the maintenance of rail vehicles and SAP. So we didn’t have to think long about who we wanted to digitize the service process with,” says Thomas Toschka, Head of Division and EBL.

Trusting and pragmatic collaboration

In a workshop, the requirements of NRS were first clearly identified together and a rough concept was drawn up. In principle, NRS could have gone to another consultancy. Thomas Toschka: “However, there was no reason for us to do so, as we were even more convinced of Orianda’s expertise after the workshop. What’s more, they were also a perfect match on a personal level.”

Just how well the two partners were able to work together became apparent over the course of the project, as new challenges arose from time to time that were not foreseen in the original scope. For example, the desire to integrate a ZUG-FeRD interface only arose after some time. Thanks to the trusting and pragmatic cooperation and the agile approach, such adjustments were implemented and mastered well.

From the damage report to the invoice

Following the successful introduction and customization of the SAP ERP modules Customer Service (CS), Plant Maintenance (PM) and Sales and Distribution (SD), billing-relevant data and documents can now be exchanged throughout the service process without media discontinuity. This begins when an order is created in the Customer Services module – either when a hiring company returns a wagon or when the order is placed by the freight wagon hire company itself. To create an order, employees can access stored elements: the line codes (the industry standard and individual customer codes) and the execution quantity, own material and customer material as well as flat rates and text items. If a hired wagon is returned, NRS also creates a damage report, assigns it to the order and sends it to the customer. If maintenance is carried out in the track field, a Fiori-based app is used to record all damage in the Plant Maintenance module. Particularly advantageous: UIC numbers and AVV codes can be accessed and comments and images can be easily added.

Once the order has been fully created, a quotation can be generated from it with just a few clicks, taking into account the customer-specific hourly rates and material prices. The services, materials and flat rates are summarized in the quote according to service types and shown with corresponding subtotals, providing the customer with an optimal overview. NRS only begins maintenance of the freight wagon once an offer has been confirmed. The time actually spent during the measure is continuously recorded via SAP CATS (Cross Application Time Sheet) and the material used is documented using a scanner.

Once the maintenance has been completed, the order is first used to generate an invoice request in the Customer Service module and then an invoice in the Sales and Distribution module. The services, materials and flat rates are also grouped by service type in the invoice. The invoice can be transmitted in ZUG-FeRD format – but of course also as a PDF document or as a paper invoice, as required.