ULMA develops and implements the SAT Computerised Management Online.
That way the SAT On-line project was initiated with the objective of having the tools to facilitate better management of the fleet of ULMA Forklift Trucks that the client can acquire either by leasing or ownership. This project has allowed standardising and optimising SAT action resources, by having all the information in real time and using a tool that facilitates al the administration manual tasks.
On an internal level, the automatic generation of estimates, work orders, delivery notes and billing offers updated, transparent information that allows more profitable management of the fleet of ULMA Forklift Truck machines, as well as of the stock of spare parts and better planning of visits to clients, systematically assigning each service technician the different work orders for repairs, revision or assembly. All the agents involved in technical assistance service have an updated inventory of spare parts, with consequent advantages that this online data offers, like for example the automatic replacement of stocks in the SAT vans and work centres.
After the initial six months of implantation of the SAT Online and reducing bit-by-bit the inconveniences caused by the introduction of some changes in the way of doing things and habits of the persons participating in this process of improvement, the benefits have been noticeably apparent. At this moment the automatic processing of calls is at 57%, which directly means less intervention of the administration team in the creation of reports and works orders, as the field technicians themselves are responsible for the online introduction of the necessary data using an electronic pointer, activating all the standardised, automatic process. Another point we can highlight is that on average the time needed from the reception of a call to finishing the entire administrative process has been reduced from 20 to 4 working days.
Recently the MONDRAGON Corporation has recognised and incorporated the ULMA Forklift Trucks Sat Online development into its Good Practices Process, which identifies and distributes the successful experiences developed by companies forming the group.
ULMA Forklift Trucks continues by means of similar initiatives with its commitment to achieve excellence in its After-Sales Service, one of its permanent objectives, building and maintaining long-term relationships with its clients, based on trust and mutual satisfaction.
