About Wimmer
Client
Tobias Wimmer
Wärme Wimmer GmbH & Co. KG is a leading HVAC contractor based in Germany. As a master company, Wimmer provides its customers with high-quality and environmentally friendly air conditioning solutions. Wimmer offers a range of products and services – from air conditioning systems to drinking water quality monitoring. The company recommends and installs HVAC systems and offers regular maintenance to ensure smooth operation, warranty maintenance, and a longer service life.
They have found that, especially in the area of heat pumps and photovoltaics installation, precise process management and good documentation are the foundation for achieving high service standards.
Region
Germany
Company
Wärme Wimmer GmbH & Co. KG
Industry
HVAC, Energy Technology
Founded
2004
Employees
36
Clients
2,500+
Challenges Faced by Wimmer
Legacy TechnologyLegacy technology and manual workload were hampering the overall business management efficiency of Wimmer, affecting their service delivery. Their existing service scheduler failed to support their internal workflow. Wimmer needed a modern scheduling tool that can accommodate their internal workflow, right from raising tickets to scheduling technicians and jobs.
Inefficient SchedulingManaging day-to-day job allocations using an outdated scheduler was getting tougher for Wimmer. It caused scheduling conflicts, leading to missed or delayed appointments. They wanted an effective tool to schedule jobs easily on their team’s calendar in a well-organized way.
Poor FlexibilityWimmer wanted a customized service scheduling and job management system that could help them manage work in their own way. The existing scheduler failed to provide them with the flexibility to update schedules on their team’s calendar itself.
Drive Business Efficiency. Deliver Great Customer Experiences.
See how our Field service software can simplify your overall job management and delight your customers.
How Did ReachOut Change the Game for Wimmer?
Wimmer found in ReachOut a complete, all-in-one field service management solution that helps them manage everything in one place.
5 Turnkey Solutions in ReachOut That Helped Wimmer
Calendar-based scheduling
Consolidated view of customer data
Image capturing on mobile app
End-to-end ticket management
Notes add-on in tickets
Calendar-Based Scheduling
Using ReachOut, dispatchers can assign schedules to technicians with simple drag-and-drop actions on the calendar. Wimmer can now manage everything from the calendar, including:
- tracking the schedules of field technicians,
- assigning jobs based on technician availability,
- monitoring work status/job progress, and
- scheduling recurring inspections or services, say up to 10 years or more.
Consolidated View of Customer Data
ReachOut’s CRM module offers Wimmer a detailed, consolidated customer view. For instance, when a new ticket is raised against any of their existing customers, they can view all the previous communications and service history, past tickets, invoices, payments, and other details linked to the same customer—all in one place.
- Centralized data repository to store customer profiles and service history.
- Log customer service requests as tickets and link them to new work orders.
- Service managers and technicians can access customer information, including their location, service history, and job details, before attending the job.
- The consolidated customer view helps them make the right decisions related to the new ticket.
Image Capturing on Mobile App
The image-capturing feature within the ReachOut FSM mobile app makes the workday more meaningful and productive for Wimmer’s technicians.
- Anytime Image Capturing & Tagging in ReachOut enables technicians to capture photos anytime while attending a job.
- Technicians can tag the captured images with predefined labels for future reference.
- Images captured can be stored and retrieved anytime on the Job Gallery available in the ReachOut mobile app.
- From assessing HVAC equipment condition to highlighting issues or simply showing proof of work, anytime image capture brings added convenience and accountability to the process.
End-to-End Ticket Management
ReachOut’s ticket creation and management workflow suits Wimmer’s way of working. A typical service ticket handling workflow by an admin will look like this:
- The admin/manager raises a ticket based on a service request/call from the customer.
- The ticket is then reviewed and converted into a work order or inspection.
- The admin/manager checks the schedule (availability) of their technicians.
- Jobs are assigned to technicians based on their availability, task priority and other key parameters.
Notes Add-on in Tickets
When a customer makes a service call (or email) to Wimmer’s helpdesk, they can immediately create a ticket (during the call itself). Whatever discussions they have with the customer further on the call are added on as Notes within the Ticket.
- Both field agents and admins can capture notes and add the same to a ticket.
- Additional/follow-up notes can be added to a ticket once the ticket is created. The Notes feature also helps attach related files and links to a ticket.
- Whenever Wimmer’s team reviews a ticket, they get at their fingertips all the associated follow-ups and emails attached to that specific ticket.
Other ReachOut Features That Helped Wimmer Go the Extra Mile
Digital Forms
The built-in digital forms and checklists offered by ReachOut help Wimmer complete their field inspections and audits with improved speed and precision.
Update Agent Time Logs
Field agents commuting from one location to another may often lose track of updating their time logs. In ReachOut, admins have the flexibility to update the actual work hours, break times, and other particulars logged in by the field agents.
Time Log Reports
Time log reports in ReachOut enable Wimmer to track the working hours logged in by each of their field agents during a specific period, such as a month or a week. This agent time log report is used to track billing hours and calculate payrolls.
Third-Party Integrations
We helped Wimmer integrate ReachOut with their inventory management application (IDS Connect) and accounting software (LexOffice). The integration eliminates the need for toggling multiple apps since everything can be viewed and managed through ReachOut.Achievements
Ability to schedule recurring services/inspections up to 10 years or more.
4,319 tickets, 855 work orders, and 28,556 inspections completed in a span of five years.
Simple and Affordable Field Service Software
See how our Field service software can simplify your overall job management and delight your customers.
What the Customer Says
ReachOut’s workflow is perfect for my job. The system gives me everything I need to perform my jobs in one place.
Tobias Wimmer,
Founder, Wärme Wimmer GmbH & Co. KG
