HOW HENRY SCHEIN FRANCE MANAGES CUSTOMER SERVICE AND SUPPORT (CSS)

10/03/2020

Company : Henry Schein France

Business line : Medical Products

Solution : Specific development of quotation system

Use : Application Server, Specific ERP Connector

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Steven Guimpier – Workshop Manager

Cécile Cretagne – Responsable Customer Service and Support

CUSTOMER KNOW-HOW

Henry Schein is an American group listed on the Nasdaq, leader in proposing solutions for dental and medical healthcare professionals. Henry Schein has been present in various countries around the world, including France, for nearly 25 years. The French subsidiary is represented throughout the country by 900 employees, 30 agencies, 130 sales agents and 150 mobile technicians.

PROJECT

Service management is organized nationally. Customer requests for equipment repairs are handled by the service teams; distributed between the branches and the plant. The equipment concerned by the support of a workshop repair is hand equipment or small equipment. The process is complex because a repair can be performed by an external or internal workshop under warranty or not. The customer, following his call, sends the equipment that will be assigned to the workshop concerned for the realization of a quote. The customer agreement will order repair and billing. The objective was to optimize the management of all these repairs (internal/ external, small and medium equipment) and to standardize the quotes for customers.

SOLUTION

The choice of a customized development was obvious: reactivity, recovery of an existing system , adaptation of the system to the business process and operating rules. The tool merges the functionalities of a set of existing software linked by computer flows. This new solution makes it possible to simplify the exchanges between the different workshops and to fluidify the information. A connector is developed specifically for the need and thus meets a double objective:

– Availability of the product catalogue with stocks and customer reference system
– Automation of invoicing: at regular intervals, completed repair files are sent to the ERP for invoicing

PRODUCTIVITY GROWTH

• Fluidity of exchanges between service workshops
• Easier integration of management rules specific to different external/internal workshops
• Improved readability of customer information
• Flexible pricing policy implementation
• Communication between teams across France
Standardization of quotes for customers