Hans WEBER Maschinenfabrik GmbH

Full transparency
of the installed base

Use Case: Service
Type of X: Machinery & Equipment

About the company: WEBER combines expert knowledge with innovative technologies - and has been doing so for more than 100 years. With over 500 employees, the company not only offers excellent, patented process technologies in the field of wood and metal grinding machines, but has also made a first-class name for itself in the extrusion of technical plastics and granulation as well as in additive manufacturing and vision-controlled industrial robotics and automation.

WEBER markets its products in more than 60 countries worldwide. The owner-managed family business is based in Kronach, Upper Franconia, Germany.

The challenge

Old systems and
lost documents

Timo Horn, Head of Operational Service and Service-Sales Extrusion Technology, found himself and his team of 12 employees confronted with increasing complexity. The use of different systems in service for scheduling, ticketing and reporting led to inefficiencies and communication problems.

Excel for resource planning and manual reporting on carbon copy paper proved to be particularly error-prone and time-consuming: "It became increasingly difficult to keep track of all our machines and systems - to know where they were and what condition they were in," he explains. "Dealing with enquiries was very time-consuming and scheduling caused us a lot of headaches, especially in the two divisions of grinding and extrusion technology. We also experienced in many conversations that customers had misplaced important documents such as operating instructions. They were either still in the delivery boxes or locked away with the shift supervisor in the office, where nobody could find them."

One of the first solutions WEBER tried in 2019 was to set up a self-built service portal. However, the effort required for development and maintenance was too daunting, so Timo Horn came to the conclusion: "You don't have to do everything yourself. You just have to find someone who can do it to the desired quality."

Before the introduction of the remberg XRM, we didn’t have a centralized ticketing, but rather confusing, separated Outlook mailboxes. Now we have everything in one place, including our own service portal. We are convinced that with the XRM solution we can exploit even further potential to offer our customers the best possible WEBER service. Timo Horn Head of Operational Service and Service-Sales Extrusion Technology Hans WEBER Maschinenfabrik GmbH
Hans Weber

The decision

From data chaos
to seamless processes

For WEBER the solution was the remberg XRM. The system enables them to have fully integrated processes around service, after-sales and maintenance. Particular emphasis was placed on a clean database, for which remberg provided templates that were filled through exported ERP data in a structured manner. "Initially, you always believe that the data in the ERP system is already in order," says Timo Horn. "But you usually have to put in some work to prepare the data for the first migration."

Since then, the remberg XRM has served as a "single source of truth" and provides a comprehensive overview of all assets. "This is a digital life cycle file for the machine," says Timo Horn, delighted with the result. "We now have all documents, such as operating instructions, circuit diagrams and technical documents, which were otherwise stored on various file servers in different systems, at a glance."

The XRM system makes the planning and execution of service deployments more efficient by providing an overview of all cases. According to Timo Horn, this saves a significant amount of time for his team and, above all, for his customers: "Sometimes there are cases that have already been created," explains Timo Horn. "Thanks to a clearly documented solution, the problem is solved much more quickly than was previously the case." Last but not least, WEBER now also uses the remberg XRM as a customer portal. Users of WEBER machines can create new cases directly in the service portal. In addition, all relevant data for customers is stored digitally and easily be accessed.

Gained remberg XRM advantages

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Centralized Cases

An integrated ticket system
for reliable service

360° Overview

Digital lifecycle files
for machinery & equipment

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After-Sales Portal

Service portal for customers
for information and cases

The result

Strategic service and long-term customer loyalty

The integration of remberg XRM has not only minimized media disruptions and optimized processes, but also improved the overview of the installed base. It ensures better master data quality and helps to identify and successively replace old machines, leading to new sales and long-term customer loyalty.

For Timo Horn, the collaboration with remberg is also valuable because WEBER can contribute to the further development of the XRM system. This is because remberg values incorporating customer feedback into the product. "It's great fun to work with remberg to drive forward new features and versions," says Timo Horn. "That's how the system grows and gets better ... and better."

Overall, the implementation of remberg XRM at Hans WEBER Maschinenfabrik has led to a significant increase in efficiency and an improvement in services. The company is now better positioned to meet the challenges of the digital future and further reinforce its position as a leading provider of machine solutions.

The outlook and the vision

For WEBER, the introduction of the XRM system was an important milestone on the road to the digital future. "Companies are holding back on capital-intensive investments during the recession and want to extend the life cycle of their machines," says David Hahn, Managing Director at remberg. This is why service sales are more stable than new business in uncertain times. In addition, the margins in service and after-sales are two and a half times higher - an enormous potential that lies dormant in the installed base.

According to David Hahn, many machinery and plant manufacturers are trying to introduce innovations such as the Internet of Things (IoT), predictive maintenance or offer business models such as equipment-as-a-service too early and too quickly - and are thus skipping crucial steps. "The level of digitalization in this area is not yet as advanced as is often assumed," he says. "We therefore recommend first creating complete transparency about the installed base and then building on this step by step."


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