Raytheon Anschütz GmbH

Implementation of Service Cloud/Field Service from Salesforce

Raytheon Anschütz (RAN) is one of the world’s leading manufacturers of high-quality navigation systems for ships. Since the invention of the gyrocompass, the company has distinguished itself through constant innovation and consistently high quality. Raytheon Anschütz has nearly 700 employees and provides services through a network of more than 200 service stations worldwide.

The initial situation

  • The goal in service is to create transparency about technical requests in the service organization and to provide the necessary information in the right place at the right time
  • There is a high need for coordination between service coordination, technical support, logistics, internal/external technicians, port management and service providers in order to find the right solution to the problem, to prepare the necessary spare parts and service offers and to carry out the service on site

The solution

  • Raytheon Anschütz has strategically chosen Salesforce’s Service Cloud with Field Service. All internal and external communication is thus mapped via the Salesforce platform
  • Through the service cloud and integration with SAP ERP, assets, case and vessel histories, and spare parts in the vessel are visible to all service stakeholders
  • With a customized (mobile) solution for field service, service calls are planned and feedback can be viewed immediately by all parties involved

The success

  • No more media breaks, thus increasing acceptance in the service organization
  • Full service transparency and comprehensive, centralized reporting capabilities

“entero has done an excellent job – very professional, service-oriented and reliable. Salesforce has proven to be an absolutely sensible investment for us.” [Dirk Sann, Director Information Technology, Raytheon Anschütz]