Unata’s digital transformation: faster, smarter and more customer-focused

Unata faced the challenge of modernising its internal processes whilst the complexity of its installations continued to grow. To make this transformation possible, the machine manufacturer enlisted the help of its IT partner Savaco, who implemented Dynamics 365. This solution enables Unata to digitise its processes and boost efficiency. Thanks to a central system that tracks faults and maintenance, issues are resolved more quickly and communication with customers runs much more smoothly.

Challenge & Approach

Bringing order to chaos

Unata used to rely on a patchwork of Excel files, individual emails and phone calls to keep track of faults and maintenance. According to Willem Timmerman, Automation Manager at Unata, setting up a structured ticketing system was a challenge at the time. “We had two types of tickets, for faults and for maintenance, but we lacked a uniform approach. Everyone worked in their own way, using their own files. That led to inefficiency and misunderstandings,” he recalls.

“With the introduction of Dynamics 365 via our IT partner Savaco, we all had to follow a standardised framework. That took some getting used to for many of us,” Timmerman continues. However, the transition to a single centralised system soon brought benefits. Staff and customers finally gained the much-needed overview, enabling faults and maintenance to be tracked more efficiently and communication to run much more smoothly.

Watch the video testimonial (in dutch)

Unata ontwikkelt en bouwt geïntegreerde interne transportsystemen.

Result

Efficient, transparent and customer-focused

One of the biggest benefits of digitalisation is improved communication with customers. Timmerman: “In the past, fault reports came in through all sorts of channels – email, telephone... It was a challenge to manage all of that. Now we have a single central channel where customers can report faults, and they can easily communicate with us via a chatbox. This makes the process much more efficient. We can respond more quickly and problems are resolved faster.”

Thanks to the new system, customers can also track the status of their ticket themselves. This ensures greater transparency and a shorter response time. “We now have a clear overview of the number of faults and how efficiently we have resolved them,” says Timmerman. “Whereas we used to rely on guesswork, we now have hard data to rely on.”

It is not just the customers who are benefiting from these improvements, by the way. Unata’s technicians are also reaping the rewards of digitalisation. “When a technician arrives at a site, they can scan the QR code and immediately see what the issue is or what maintenance has been carried out previously,” explains Timmerman. “This allows us to work more efficiently, which also makes the job more enjoyable for the technicians.”

Greater insight thanks to centralised data

For Paul Luyten, COO and Automation Director at Unata, the greatest benefit of the new system lies in the central storage of all data relating to an installation. “In the past, it was often a matter of guesswork for the customer and for us: which part is faulty? What exactly is the problem and what faults have occurred previously?” Thanks to the integration of QR codes and the recording of the full maintenance history, this is now a thing of the past.

“Every installation is fitted with a QR code. As soon as it is scanned, we immediately receive all the relevant information. We can inform the customer straight away about the problem and when we can visit. This has a positive impact on customer satisfaction,” says Luyten.

The future

Prevent problems and resolve them more quickly

Unata continues to look ahead and is now working on the next step in its digitalisation journey: predictive maintenance. This means that, based on real-time data, they can predict when a system will require maintenance, even before problems arise. Timmerman explains: “For example, we want to link power consumption measurements to our ticketing system. When certain thresholds are exceeded, the system automatically generates a ticket. This allows us to work preventively, curatively and predictively.”

The importance of a reliable partner

One of the key insights Unata has gained during this process is the importance of a reliable partner. “It is crucial to work with a partner who understands exactly what you need,” emphasises Timmerman. Thanks to this collaboration, Unata has not only been able to streamline its internal processes, but has also laid a solid foundation for further growth and innovation. “We now work faster, more transparently and more efficiently. It really is a huge added value for Unata,” concludes Luyten.

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