Who is Siemens?
Elçin Miras: As you know, Siemens is a global giant. Our motto is “Ingenuity for life.” We are an engineering company. We operate worldwide. We have been present in Türkiye for over 160 years. We strive to add value to Türkiye through our production, service, product sales, services, and solutions. Together with our customers, stakeholders, and employees, we are working to provide new solutions and services that will pave the way for Türkiye, especially in the areas of digitalization and Industry 4.0.
How did you decide to work with Kofana?
Elçin Miras: We had a very important goal regarding digitalization in our service areas in the past fiscal year. Our priority this fiscal year was to move our processes to a digital environment. In this regard, we decided to start a new project with Kofana, our partner company with whom we had previously worked and were very satisfied. Kofana is our representative in Turkey for Salesforce, and we even know them as Türkiye’s first representative. We first implemented our call center project together and have been using it for many years. In this project, they are also a company that has consistently supported us with any changes and requests. Based on the experience we gained here and the positive results of our collaboration, and due to our high customer satisfaction, we decided to continue with Kofana for this project after conducting our research.
What were your experiences during the project with Kofana?
Ali Tınaz: We recently implemented a major digitalization project. We designed a field service application called “Piri.” Thanks to this application, we managed to bring together all the processes we previously ran on different platforms under one roof. With the Piri application, we now manage our service processes much better and more effectively. We monitor resource utilization in real-time. We track services through iBase. We know all our assets at customer locations much better, enabling us to provide more effective, efficient, and higher-quality service. We launched this project in a record time of three and a half months. The fact that the process was managed so well was definitely due to our commitment to the digitalization goals we’ve been working on for the past two years. Now, our service planning processes are much faster. We can plan services much more effectively than before. What does this mean? From a field worker receiving a work order to going to the field, completing their work, and reporting back to us, the entire process is tracked and monitored on a digital platform.
What were the gains from the project you worked on with Kofana?
Nejla Turgut: One of the benefits of the Piri application is that our field employees can use the mobile application offline, even without internet access. I think this has increased both our service speed and service quality.
Ali Tınaz: Our service processes start with case creation. Then, we have a standard process that extends to work order creation and assigning a field employee to the field, and then to customer satisfaction. Previously, each part of this standard process was carried out through different platforms. However, now we do everything on the Piri application, and thanks to this, we have achieved a 50% saving in dispatching time. This is a really big gain for us. At the same time, our reporting processes are much faster and instantaneous. For example, no matter where a field employee is in Türkiye, as soon as they fill out and sign a report at the end of a job, we can view this report from our office in Istanbul.
What is your customer satisfaction level?
Ali Tınaz: For example, we have started to perform service tracking on iBase. We are now able to track much more clearly when, under what conditions, and how we previously provided services to all assets at a customer location, when maintenance was performed, and when an asset malfunctioned. This has definitely increased our customer satisfaction.
How would you evaluate your experience working with Kofana?
Elçin Miras: Our collaboration with Kofana has been very intensive and labor-intensive from day one, and our project has been successfully completed, even creating a success story. Both our experienced colleagues, employees, field team, and project team contributed significantly, but Kofana’s contributions were also immense. Therefore, we don’t consider this project completed; we say we’ve only launched the first phase. At Siemens, due to the importance we place on quality, lean processes and lean structuring are very much on the agenda. Digitalization is also one of the focus areas of this year, 2021. Our investments and work in this area will continue. We’ve already started discussing Phase 2 and future developments for our Piri field application, specifically for this project. We would like to continue seeking Kofana’s support and collaboration. We also want to leverage Salesforce’s flexibility in integrating it into our internal applications, and our development will continue. We thank Kofana for their support in this regard.
Siemens and Digital Transformation Efforts in Türkiye
Siemens, a globally recognized engineering giant, has been operating in Türkiye for over 160 years. Aiming to add value to Türkiye through production, service, product sales, and various solutions, Siemens is taking pioneering steps in digitalization and Industry 4.0. In this process, Siemens has developed significant projects in line with its digitalization goals, and has implemented digital transformation projects in collaboration with Kofana. This article will discuss Siemens’ digitalization efforts in Türkiye and the gains achieved in this process.
Digitalization and Industry 4.0 Vision
Siemens aims to pave the way for Türkiye by offering innovative solutions in digitalization and Industry 4.0. In line with this vision, significant steps are being taken to move processes to the digital environment and achieve digitalization goals. In this process, Siemens has implemented digital transformation projects in collaboration with Kofana.
Collaboration with Kofana
Kofana is recognized as Türkiye’s first representative for Salesforce. Siemens has implemented call center projects with Kofana and has succeeded in increasing customer satisfaction with the experience gained from these projects. The collaboration with Kofana has played a significant role in the successful completion of digitalization projects.
Piri Application and Digitalization Process
Siemens has developed a service application called Piri, successfully bringing together processes run on different platforms under a single umbrella. Thanks to this application, service processes are managed more effectively, and resources can be monitored in real time. The Piri application has increased service speed and quality by allowing field employees to use it offline, even without internet access.
Service Planning and Customer Satisfaction
Thanks to digitalization projects, Siemens has accelerated and begun to manage service planning processes more effectively. As a result, customer satisfaction has increased, and significant savings have been achieved in dispatching times. In addition, reporting processes are carried out faster and in real time.
Future Developments and Investments
Siemens has completed the first phase of its digitalization projects and continues its work on future developments and investments. In collaboration with Kofana, it plans to utilize the flexibility of Salesforce in integrating internal applications. Throughout this process, the commitment and investment in digitalization goals will continue.
Conclusion
Siemens has achieved significant gains and increased customer satisfaction through its digitalization efforts in Türkiye. The collaboration with Kofana played a crucial role in the successful completion of the digital transformation projects. In line with its digitalization and Industry 4.0 vision, Siemens aims to continue its investments and provide innovative solutions that will pave the way for Türkiye’s future. Future developments and investments are planned to further advance digitalization projects.
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