“When someone buys a Jura machine, then they are making an investment that lasts for many years, quite possibly for someone’s whole life. If something needs repair, then the machine is serviced by our specialists,” explains Anton Dreyer, Digital Operations Manager for the company’s British affiliate. Every year, more than 5,000 machines are serviced. The volume of documentation related to every coffee machine service job is substantial.
Before using DocuWare, their documents were spread out in different locations within the company – some in paper binders, some in electronic files on a server. Every week, an average of 600 additional, often multi-page, documents were added that a team of 40 employees needed to access daily in order to do their work.
A service order at Jura can quickly generate five to eight documents and files. Next to the initial order of documents, every Jura machine comes with a comprehensive analysis report that is generated as an electronic text document. This provides information such as the number and type of drinks produced by the machine, the amount of water used, and the steam’s temperature settings. This all helps their technicians quickly diagnose any issue that a machine might be encountering.
“The biggest challenge for us was being able to quickly retrieve important documents. Our employees often didn’t know where to look or needed a lot of time to search for the information they needed. Plus, we’d occasionally lose documents along the way. Obviously, this was a situation that we wanted to change quickly,” confirms Dreyer.
The company began by considering various document management solutions. Broad functionality was only one of their selection criteria. “Of course when you have a company that puts a lot of emphasis on its high level of service, you naturally look for the same kind of commitment when seeking out vendors. For this reason, it was important to us when choosing the DMS that a Partner be accessible locally, who is there to support us whenever needed,” explains Dreyer. “The local Authorized DocuWare Partner team really demonstrated a very deep knowledge of document management and a genuine interest in our business. Together with the actual features of the software, it helped tip our decision in favour of DocuWare.”