An iPad can help keep homeowners happy with their refrigerator.

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BSH Hausgeräte GmbH is the largest manufacturer of home appliances in Europe. Their wide portfolio of brands includes Bosch, Siemens, Gaggenau, Neff, Thermador, Balay, Coldex, Constructa, Pitsos, Profilo and Junker. When it comes to keeping a dryer running smoothly 20 years down the line, BSH service engineers know the machine and how to repair it. For BSH, iPad transforms the way their service engineers work, from optimizing their daily schedule, to helping them identify decades-old parts. The ease and mobility of iPad combined with the power of iPadOS custom apps made in partnership with Apple and IBM makes product information accessible and communication with the office simple, and allows for a powerful face-to-face relationship with the customer.

At a glance

5KService engineers
7MCustomer visits
worldwide
80KModels of home
appliances

An interface as familiar as home.

iPad brings a modern solution to decades of appliances.

Workflow Management

Apps and Maps make an engineer’s day easier.

Workflow Management

Most people purchase their home appliance from BSH through a channel partner. When BSH first visits a customer’s home for a service call, iPad and the bFixing custom app help engineers know each day’s schedule, route, customer contact details, product information and required parts at a glance. They can also schedule a follow-up face to face without making a call to customer service.

Personalized Consultations

Engineers help homeowners with more than repairs.

Personalized Consultations

The bInforming custom app can turn an ordinary repair visit into a more helpful consultation right at the kitchen table. A service engineer can suggest new products and cleaning accessories, make recommendations, accept payments and even arrange a delivery — all face to face and without a call to the office.

Inventory Management

An app can look up the parts and know if they’re in the van.

Inventory Management

With the bTooling custom app, engineers know all the necessary parts for their day and can easily confirm the parts they used. The warehouse knows which parts are needed for each day and the inventory in the service van. Inventory is automatically updated so any unused parts can be collected and returned overnight.

Product Information

80,000 products. Twenty years of appliances. All in one place.

Product Information

BSH needed a solution to help service engineers diagnose and repair appliances in a customer’s kitchen. The bFixing custom app gives them access to an enormous amount of detailed product information, standard cleaning and care questions, and maintenance tips. The app accesses BSH’s back-end system and is as intuitive and easy to use as the touch of a finger to the iPad display.

Only with Apple

Built-in Security

Apple devices keep data secure. Key security features, like hardware-based device encryption, can’t be disabled by mistake. Touch ID and Face ID make it easy to secure every device. And because many of these features are enabled by default, IT won’t need to perform extensive configurations.

Zero-Touch Deployment

With Apple Business Manager, BSH can easily configure, deploy and manage its devices over the air. And IT can tailor the setup process to any business need. So every Apple device is ready to go from the start.

Partnership

Apple’s partnership with IBM brings together powerful, intuitive apps for employees with seamless integration into back-end systems. As a result, BSH delivered its first pilot app in only six months. And the company credits design and integration support as a contributing factor in its success.

Results

Apps help repair appliances.

Administrative work reduced by up to 80% per job.

2–3 additional customer visits per engineer per week.

Improved customer satisfaction.

More empowered engineers.

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