Case studyHelping Hako Machines improve first-time fix rates and minimise customer downtimeSylvie Giangolini Hako Machines Ltd

Case study

CMS SUPATRAKDelta 1200, Welton Road Swindon, Wiltshire, SN5 7XZ

Tel: +44 (0) 1793 487488 Fax: +44 (0) 871 918 3632Email: sales@supatrak.comwww.supatrak.com

CMS-070

Hako Machines LtdEldon Close, Crick, Northampton, Northants, NN6 7UD

Tel: +44 (0) 1788 825600E-mail: enquiries@hako.co.uk

www.hako.co.uk

The ChallengeGerman-owned Hako Machines Ltd manufacture indoor floor cleaning equipment for commercial, industrial and municipal customers. Part of a global organisation with all the manufacturing managed from Germany, Hako Machines has an extensive range of products on offer, a comprehensive customer support function together with a network of trained engineers, Hako also provide their customers with bespoke total cleaning service contracts.

The UK market in which Hako Machines operates is unique. UK-based customers work at a fast pace with 24/7 operating and opening hours being the norm. As a result, SLA agreements are demanding and often require Hako to attend to machinery breakdowns within just a few hours.

The SolutionCMS SupaTrak worked closely with Hako to develop a bespoke and unique telematics system for them that offers:

• A fault finding and notification system that enables engineers to attend customers’ sites with the correct part on the first visit, minimising downtime and improving first-time fix rates

• A warning system that a machine failure has occurred – allowing Hako to pro-actively alert customers to the issues and in many cases resolve with a telephone fix solution

• A bespoke remote information system that reports on how machines are being operated, managed and maintained by the customer. For instance, how appropriately batteries are being charged

• Detailed and bespoke dashboards to give Hako’s customers specific information on consumable usage, such as water and detergent

• Real-time tracking on both indoor and outdoor machines to track and optimise equipment utilisation.

Sylvie Giangolini Managing Director of Hako says:“CMS SupaTrak are an excellent partner. They work closely with us to fully understand our needs and the unique challenges we face in our UK Market. CMS are experts at working directly with OEMs and devising bespoke solutions that help give businesses, such as Hako, an advantage over our competitors.

CMS’s talent, knowledge and cutting-edge expertise has not only helped us better meet the demands of our Customers, we are also able to go one step further and demonstrate true pro-activity which helps us stand out in the market.”