VTG is currently rolling out the standardized SEMapp software in all of its own maintenance workshops. This should make many problems a thing of the past, such as heterogeneous communication, a lack of standards, multiple interfaces and information losses, analog and paper-based documentation – and the high error rate associated with them. As a holistic software solution, SEMapp will make maintenance both future-proof and efficient.

The aim is not only to make the processes within the workshops smoother, but also to professionalize communication between workshops and owners. But what will that mean in concrete terms?

What does that mean?

SEMapp digitizes the administrative workflows involved in processing a wagon in the plants, from damage survey to quality inspection. This will shorten the administrative process, which will mean a shorter turnaround time per wagon. The app standardizes processes and eliminates the confusing jumble of programs and tools used at each location. For our success, it is important that there is ultimately a simple and intuitive user interface for all processes. The various departments will be able to communicate with each other much more easily and clearly, which will have a positive impact on the quality of their work. What’s more, any extra administrative effort will be avoided because an automatic interface will handle communication between owners and workshops.

This will represent a lot of advantages – and a giant step forward. The workshop in Celle already started working with SEMapp at the beginning of the year, and those in Brühl and Joigny will follow in late 2022.

Focusing on the customer thanks to CRM

In the future, VTG will also be relying on the advantages of a digital platform for its customer outreach and communications. A customer relationship management (CRM) system will enable us to enjoy a holistic view of each individual customer. For example, knowledge will be pooled, cross-departmental collaboration will be enhanced, and new potential sources of business will be tapped.

To date, the various business units of VTG have cultivated their relationships with customers independently of one another. Because customer-related information has not been shared, it has often been impossible to fully leverage the potential for sales, marketing and customer service activities that existed in different parts of the company. But now the CRM system will bundle this knowledge so that employees in Sales will be able to access all relevant information in a single place. In a first step, the Rail Europe and Rail Logistics divisions will be connected to the system – with the aim being to expand the functionalities to other units at a later date.

By collecting and storing customer data, we will be able to respond to our customers’ needs in an even more targeted manner. In this way, the CRM system will also optimally support the reorganization and the core idea of having VTG Europe take a coordinated marketing approach with TOM.