Premium service for a strong organisation

For more than 120 years, Hilaire Van der Haeghe has supported customers in the agricultural, park and green maintenance sectors. As the exclusive importer of several premium brands, the organisation is responsible for the delivery, maintenance and repair of an extensive machinery fleet.

Premium brands require premium service. That service is not just about high-quality machines, but also about fast and reliable support. Every day, technicians visit customers, demonstrations are organised, and maintenance and repair jobs need to be carefully coordinated.

As the organisation continued to grow, maintaining that overview became increasingly difficult.

Managing complex service scheduling

Technician and equipment scheduling was managed across several systems, including Excel, Navision, Outlook, WhatsApp and email inboxes. Each team had its own way of working, which made it difficult to maintain a complete overview.

Scheduling work orders, processing changes, informing customers and tracking equipment availability all required a great deal of manual work. At the same time, the organisation always needed to ensure that the right technician, with the right equipment, arrived at the right customer at the right time.

“To keep our service at a consistently high level, we need to know where each piece of equipment is, what condition it is in and who needs it when. Equipment, demos and technicians all need to be used as effectively as possible. That is not a simple task,” says Kristof Van Braband, Project Manager at Hilaire Van der Haeghe.

One platform for technicians and equipment

In the search for a future-ready solution, Hilaire Van der Haeghe chose Planpoint. Not just to digitalise scheduling, but above all to gain more control over daily operations.

“We were looking for an accessible system that supports our planners and technicians in their daily work. Not another layer of complexity,” Kristof explains.

Planpoint brought technicians, equipment and work orders together in one central scheduling platform. Today, work orders at Hilaire Van der Haeghe are automatically sent from Navision to Planpoint. From there, dispatchers schedule assignments and always have an up-to-date overview of technicians, machines and availability.

The way technicians work has changed too. Through the mobile app, they receive their assignments immediately, including all the information they need. New assignments and changes are visible straight away, ensuring planners, technicians and customers are always working with the same up-to-date schedule.

Greater visibility, less administration

Today, technicians, equipment and work orders are managed from one central scheduling platform. Planners save time because many administrative tasks are now largely automated. At the same time, the organisation has greater insight into capacity, availability and ongoing assignments. This makes it easier to maintain a high level of service, even as the organisation continues to grow.

Thanks to centralised scheduling, Hilaire Van der Haeghe now has a solid foundation for further strengthening its premium service. Less administration, greater visibility and a scheduling process ready to grow with the organisation’s ambitions.