Customer Q & A: SPP Pumps Limited
The ongoing Customer Q & A blog series highlights a wide range of Jitterbit customers to find out what business needs drove their integration requirements and why they made Jitterbit their integration solution of choice.
In this week’s hot seat is Damian Hudson, Information Systems Manager at SPP Pumps Limited.
How did you find out about Jitterbit and what were some of the reasons you chose it as your integration solution?
We made the strategic decision to move away from our paper processes and to transform SPP by going digital. The first step was to bring in ServiceMax for our field service business and we realized pretty quickly we had to integrate it with our SAP back office to get the most from our investment. We came across Jitterbit in our search for this integration solution.
SPP Pumps Limited has been around for about 130 years. We’re a manufacturing company, with about 350 employees, specializing in pump equipment. Our main business is to pump water for various applications, like waste water for sewage or mobile contractors for flood waters or even water sprinkler pumps for fire protection in office buildings or hotels. We are a global business and export about 70% of our business.
I’m the Information Systems Manager and have been with the company for 20 years. I now head two IT teams – one that takes care of company infrastructure support and the other, a business systems team, who looks after the strategic, process driven software, like SAP, ServiceMax, Pump Selection tools and salesforce.com.
This team looked at several solutions to integrate SAP and ServiceMax. Our first thought was the originally go with an archaic solution to upload/download CSV files, then realized this would be difficult for us to manage, prone to problems and not very reliable. We looked at a few different vendors but none fit with our strategic vision of a quick to deploy and easy to manage solution that we could use in-house.
Jitterbit proved to be the best solution for several reasons. First, Jitterbit offered a very powerful SAP connector. Second, we were able to see pretty quickly that Jitterbit was going to solve our integration challenge and allow us to expand our use of it over time. It also helped that Jitterbit came highly recommended by ServiceMax as their go-to integration partner and that Jitterbit themselves were a pleasure to do business with. I was impressed with the Jitterbit team from the beginning.
How do you currently use Jitterbit?
We currently use Jitterbit to help run our remote field service force. These are the field service engineers who are out, fixing our pumps, installing, commissioning and fixing our products and generally reacting to the customer requirements. These could include a warranty call, a break fix or a service contract. Before we had ServiceMax, the field service engineers would have to use paper to outline their project, hours, parts, etc. They’d then have the customer sign the paper and fax it back to the office. Once at the office, often it would take up to 10 days to enter that data and send it out an invoice. It was a long manual process, prone to errors. Everything was hand-written and time consuming because it needed to be faxed and manually entered and it was, quite frankly, just too slow. Using ServiceMax and Jitterbit, we fixed that issue.
Using Jitterbit, we took it a step further, because without integration, we’d then be entering that data manually into SAP. The speed of getting the data back from the field service engineer was quicker, thanks to ServiceMax, but there was still a bottleneck in the office when someone would have to re-enter the data into SAP when its already on an electronic system. That’s where Jitterbit helped us.
From a business perspective, how has Jitterbit helped you?
Jitterbit had helped in two major ways already.
Allowing our back office coordination staff to use just one system instead of having to go back and forth between ServiceMax and SAP
Speeding up the process of getting the data into SAP and out to our customers.
When a job is entered into ServiceMax, the system automatically creates what we call a sales order and a service order in SAP. It used to have to be done manually. Also, once it’s created in SAP, the system sends some information back to ServiceMax (sales order number and service order number) and that is dispatched to the engineer. The engineer receives that order on his iPad, completes the repair, calculates his travel time, hours and parts used and enters then back into his iPad. That automatically flows to ServiceMax, which in turn automatically flows into SAP and populates our back office service and sales orders. Our service order in SAP is used to collect the cost and sales orders are used to collect the revenue.
With Jitterbit, this entire process is digital and nearly instant. We’ve gone from an invoicing process that could take weeks to one that occurs in a single day! Not only are we eliminating all the errors we were prone to in our manual system, but we can now invoice 10 times faster than before.
With these kinds of results, we are already thinking about upcoming projects in which to utilize Jitterbit. In the next phase of our ServiceMax deployment, we’ll use something called Depot Repair, where we’ll need to integrate with salesforce.com. Another is integrating with a cloud-based Pump Selection tool, allowing our sales team to determine the best solution for the customer and allow them to create a quotation for that through the data flowing between the cloud-based tool and SAP.
Considering we stood up our first integration between SAP and ServiceMax in a matter of weeks, we fully expect to be able to roll out these new integrations with Jitterbit even faster — which means quicker results positive on our bottomline and rapid ROI!