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Grupo Azkoyen Standardizes After-Sales Process with SAP

Grupo Azkoyen is a leading Spanish technology multinational, which offers automated products and services designed to bring unique experiences to people. The company specializes in the design, manufacturing, and marketing of advanced technological solutions for the vending and HORECA/OCS markets, payment methods, and security. Since its beginning in 1945, it has had a commitment to technological advancements, research, and development of new products.

The Challenge

Committed to excellence, Grupo Azkoyen constantly strives to improve employee, customer, and collaborator satisfaction. To achieve this objective, the company needed a customer service solution that could standardize its after-sales service in two of its divisions in Spain - vending systems and payment technologies. This would optimize service times and minimize operating costs.

To facilitate this process, Grupo Azkoyen partnered with Avvale for assistance in selecting the best solution and integration strategy. After careful consideration, they decided that SAP Service Cloud and SAP Field Service Management would be the ideal combination for managing customer service and field technicians.

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The Approach

Grupo Azkoyen often resolves customer inquiries within hours of receiving initial notification. For more optimization, these solutions were integrated into the flagship product of the payment technologies division. One solution in particular is Cashlogy, which is the automated cash control system that helps to manage the business more effectively.

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The Impact

The vending systems and payment technologies divisions worked with Avvale to carry out an end-to-end management project of their customer retention service that is fully digital and integrated with their Enterprise Resource Planning (ERP) system. With Avvale, they were able to increase compliance with service-level agreement (SLA) to above 97%. 
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