Semler Agro reaps the benefits of DSM Field Service Management

How can you optimise the working day for technicians in the field and create more efficient service?

JMA's Field Service Management solution, with its intuitive interface, improved task management and direct access to stock status, has enabled Semler Agro's technicians to work more efficiently and independently.

"We're already making better use of our resources. Our goal for 2025 is to save two and a half minutes per job and increase work efficiency from 82% to 85%," says Allan Jensen, Group Service Manager at Danish machinery dealer Semler Agro.

Rapid development impressed from the start

Semler Agro was amongst the first to test JMA's new Field Service Management solution. It's proved beneficial for both parties, says Allan Jensen:

"We came with a long list of requests - three A4 pages full of suggestions. Three weeks later you'd solved 75% of them. That really impressed us, and the development has continued ever since."

Input from Semler Agro has helped improve the Field Service Management solution, which now offers an even better interface tailored to machinery dealers' daily routines.

Support and cooperation made the difference

For Semler Agro, it was crucial to choose a solution that could quickly handle challenges and be continuously adapted to everyday needs.

"We chose DSM Field Service Management because the support proved you could deliver the development we needed. There's real commitment, and you can sense that you're passionate about what you do - in the same way that we're passionate about what we do. We've nothing but praise for your staff, and we are demanding customers," Allan explains.

It was also important for him to have a dedicated contact person during implementation.

"It made everything easier that we could basically hand over a wish list and then prioritise as needs arose. It also made troubleshooting much simpler - whether the problem was in the system or just a box we'd ticked incorrectly."

The interface impresses in the field

The biggest advantage of DSM Field Service Management? "It's got to be the interface," says Allan. "It's intuitive and can be customised for each individual user. You're not locked into one specific way of working - you can choose what works best for you. A technician's daily routine isn't the same as a service manager's. Are you dealing with ten thousand things or just ten? If you have to hunt around for something before you can use it, you won't bother - that's been our experience."

Feedback from users in the field has been positive too:

"Our technicians can see they're able to create new work cards, search customer history and look up last year's service journal. This ensures spare parts are allocated to the right machine and reduces errors. The feedback has been 'this is really straightforward'."

The ability for technicians to take on tasks themselves and check stock status is vital for saving time and optimising their working day, he adds:

"When technicians can see parts status directly in the job card, we avoid mornings where the right parts are missing because they're on back order. They can also check the calendar, spot a nearby task and take it on. It really helps that they've got the information they need so they can sort themselves out without having to ring the back office."

With stock status directly in the system, keeping shelves filled and avoiding shortages has become straightforward.

More hours on customers, fewer on internal tasks

The daily routine has become noticeably easier, according to service manager Jakob Krøyer and service technician Kim Appelby from Semler Agro's Trige branch.

"Implementation of the new solution has gone smoothly for us, and we've got a simpler workflow now. When a message is created in the app or in DSM, it's synchronised all the way through to the technician, which means I only need to enter it once in one place," says Jakob.

He also highlights timesheet approval as a clear advantage:

"We're seeing more hours spent on customers rather than on internal tasks, because technicians can easily register their time as they go. Invoicing has much better structure too, as it's easier to see what time has actually been spent on each individual customer," he explains.

He points to the solution's flexibility as well:

"I can reject and lock cases so they can't be edited afterwards. You can reopen closed job cards and clock in again, which is a major advantage. And being able to take photos easily is especially valuable with warranty claims where John Deere has strict requirements."

Kim Appelby, service technician at Semler Agro, scans a spare part with JMA’s Field Service app. 

Better preparation reduces stress

For service technician Kim Appelby, the advantages are mainly about having an overview and being prepared.

"It's much less stressful going out on a job now I've got access to the machine's history. I can see all previous job cards and when I last changed the oil. It means I don't need to take everything with me because I know what I'm walking into."

He also points out that the app is easy to navigate. Camera and spare parts can be accessed quickly, and the service journal shows exactly what's been done previously.

"It's also easy to find and clock in on other people's job cards and register time if I need to help a colleague," he says.

Recommendation for other businesses

Looking back on the implementation, Allan Jensen believes there are two lessons other companies can learn from.

"Success with Field Service depends on two things that need to be sorted from the beginning. It's important to develop a clear strategy for the direction you want to go. At the same time, you need to make sure the underlying systems are aligned and cleaned up so errors are minimised."

Semler Agro's experience shows that the key to success isn't just the right solution, but also a clear strategy and solid system foundations.

Facts about Semler Agro and DSM Field Service Management

• Project start: 25 September 2024
• Number of branches: 13
• Number of field service technicians: 167
• Number of field service managers: 40

About Semler Agro

Semler Agro is a nationwide machinery dealer with 13 locations and more than 100 mobile workshops, ensuring fast and efficient service for the farming sector. They have a strong focus on service and innovation and are the exclusive distributor of John Deere, Väderstad, Kramer, Sulky and Brantner in Denmark.