When technicians are on a task, all documents are available in the digital technician folder on a tablet. Updates are sent directly back to the office, where administrative work has become simpler and more precise.

Dansk Installations Teknik Nyhus handles tasks within plumbing and ventilation in standard houses and terraced houses. The company covers Funen, Jutland, and parts of Zealand. For the company’s technicians and administrative staff, there are many details to keep track of.

Easy for the technicians 

One of the crucial criteria for Dansk Installations Teknik Nyhus when they were looking for a solution was that it should be easy for the technicians.

“It’s not enough that it works on a PC for us in the office. It should be easy for everyone to work with. Simplitize introduced us to a case management system based on WorkPoint, which allowed the technicians to work in a Power App. It suited our company very well and convinced us,” says Dorte Mehl.

Virtual collaboration and ongoing development

The focus has been on getting the essentials in place and building from there. Except for a single kickoff meeting, the collaboration has been virtual.

“I thought, can it really be done, they are quite far from us, but it has just worked really well with Teams. We started with what we would at least need, and then we have continuously expanded with things from our wishlist. It works well for us that it’s an ongoing process and that we have an open line to Simplitize. There’s always a quick response when I reach out, and we’re ready for the next step,” Dorte Mehl describes the collaboration.

Improved communication between office and technicians

Today, the office knows in real-time everything happening on individual cases, strengthening collaboration with quick overviews.

“The communication between technicians and the office has greatly improved because we stay updated. It’s also much easier for technicians, even with extra tasks, as they can quickly access all necessary information electronically,” says Dorte Mehl.

Simple archiving and data retrieval

Double entries are a thing of the past, and an integration between WorkPoint and Dansk Installations Teknik Nyhus’ ERP solution means all projects are created with necessary master data directly from the ERP solution. Documents are stored correctly and easy to find.

“We can handle cases more easily. Drag-and-drop and a good folder structure make it simple and intuitive to archive and retrieve documents. With all the inputs we receive from technicians, we’ve also received great help from Simplitize to pull lists. It provides a really good overview, and we always know where we stand with tasks,” concludes Dorte Mehl.

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Stainless steel wholesaler Inox is replacing slow, manual processes with digital case management, providing an overview, and increasing the ability to follow up on deviations.

Inox is a stainless steel wholesaler based in Ry, Denmark. The company procures stainless steel and sells it to its 1200 customers, who are primarily engaged in the food industry.

The transition to digital case management was prompted by the limitations of manual workflows.

“It was difficult to know the status of individual cases. It often required a few phone calls or flipping through A4 folders. Now, we have everything related to the case in one place, and everyone can stay informed,” says John Søften Sørensen, CFO at Inox.

Smooth handling of deviations

The new tool particularly shines in managing deviations such as complaints, internal errors, or irregularities in the supplier chain.

“It’s great that we can store all relevant information on the case – photos, emails, documents, etc. And when we’re in Outlook, WorkPoint Express provides a quick way to archive emails directly onto the case. Additionally, we benefit greatly from task management, which makes it easy to pass the case on to the next person in line,” explains John Søften Sørensen.

Customer overview

Inox does not require an advanced CRM solution but finds value in some of the CRM features that is included in their case management tool.

“It provides a good overview to have all customer details in one place. We store meeting minutes and all correspondence related to the customer. Following up on agreements, such as payment terms, is much easier when the documentation is readily available,” concludes John Søften Sørensen.

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At the Danish enterprise Verdo, all cases are tied to specific addresses in the company’s case management tool. The overview is comprehensive in GIS, and Verdo’s employees can easily make changes and access the case history for each individual case.

Verdo’s department for district heating distribution is responsible for the extensive pipeline work that ensures the heat reaches the customers from the power plant. Fredrik Bentsen is responsible for all IT, including pipeline registration and support systems around the pipeline infrastructure.

“We need to be able to store all information about the pipeline work for each customer. We have long-term relationships with our customers, so we need to know everything about each case. It’s also important for legal and financial reasons that we have a history in case of damages or other unforeseen events,” explains Fredrik Bentsen.

Simplified documentation

Today, all data can be linked to each individual case, which is simultaneously an address in the city of Randers and its surroundings. Whether it’s about images, emails, agreements, or different types of specifications, it is easy for employees to document them.

Cutting-edge technology

Change seems to be a characteristic of Verdo, which has increased both its customer base and activity levels in recent years. The speed of performing daily tasks has increased, and the IT systems must keep up.

“We are in the process of breaking down our systems into atoms and reassembling them so that everything communicates internally. WorkPoint gives us the flexibility and is good at integrating. We look ahead and have high expectations. The potential is huge. Among other things, we want to automate more of our business processes, and it’s great to have something that is cutting edge. We get all the new tools from Microsoft for free because we have a WorkPoint solution,” concludes Fredrik Bentsen.

Learn more about how the choice of a new system became a longer and more arduous process than expected until WorkPoint proved to be the ideal solution that met Verdo’s requirements and complexity.

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After a long process, thorough preparation, and finding the perfect technological match, Verdo can now check off their desire for a unified documentation and process management platform.

Verdo is a Danish energy conglomerate that operates and develops sustainable critical infrastructure. Verdo is among Europe’s leading suppliers of sustainable, certified biomass for industry and district heating plants, and Denmark’s largest operator and maintainer of street lighting. Additionally, Verdo supplies their customers with heat, water, and electricity around the clock, all year round.

The right solution took a long time to find

With 18 companies, 550 employees, and five business divisions, there is a lot to keep track of at Verdo, and standardizing processes and systematizing hundreds of thousands of existing documents across such a large organization is no easy task. Verdo was well aware of this. It takes time and internal resources. Therefore, finding the right solution took a long time.

“Everyone agreed that there was a great need for a unified documentation tool, and for several years, we had been looking at different possibilities. When I joined Verdo, there was an internal joke that it was the ‘solution that never materialized,’ so that put some pressure on me from the start,” says Thue Stensgaard, Senior IT Project Manager at Verdo.

The choice became obvious when the requirements were clear

Initially, Verdo had a case management tool in mind, but during the process of clarifying their needs, it became evident that the requirements were more extensive. Ideally, the solution should handle cases, projects, agreements, facilities, as well as departmental and company documents. Additionally, the solution needed to support Verdo’s Microsoft strategy. The more they zoomed in on their needs, the easier the choice of solution became.

“As I see it, there is only one solution on the market for document management if you go the Microsoft route, and that is WorkPoint. We don’t need to worry about how we access all the good things that Microsoft develops because we automatically have them in WorkPoint. Moreover, WorkPoint is easy to work with, and we can often customize the solution ourselves, minimizing the need for external consultants and coding. And WorkPoint is brilliant at managing permissions, which was crucial for our need for a unified solution across the entire organization,” explains Thue Stensgaard regarding the choice of WorkPoint.

digitalworkspace365 as the implementation partner

The subsequent choice of an implementation partner was not difficult either, as both the skills and chemistry proved to be a good match between Verdo and digitalworkspace365.

“I had a good gut feeling when we started, and it has held throughout. digitalworkspace365 quickly understood our business, and the collaboration is based on trust. We receive valuable input on how to solve specific problems, and digitalworkspace365 is good at advising and ensuring that we achieve our goals. We find that what comes from digitalworkspace365 is solid, thoroughly tested, useful, and meets our requirements. And they simply have the best WorkPoint and SharePoint consultants,” says Thue Stensgaard.

Focus on the business during implementation

Verdo started with the utility companies where the need was greatest, but other parts of the business have also benefited from the solution. The phased rollout with multiple small “go-lives” made the process secure and allowed for learning.

“Instead of one big ‘go-live’, we ended up having 15 ‘go-lives’, which provided good opportunities to customize the system and learn along the way. We were able to implement according to what suited the organization. This flexibility also allowed us to, for instance, start using an agreement module based on a specific business need brought to us by colleagues. We could quickly adapt the solution to fully replace manual workflows, even if it was not planned at that moment,” explains Thue Stensgaard about the implementation of WorkPoint.

A unified solution for the entire Verdo conglomerate

When summarizing what is different today and how Verdo especially benefits from their new WorkPoint solution, Thue Stensgaard emphasizes standardized processes, flexibility, a unified solution, and the strength of the Microsoft universe for both users and IT.

“With WorkPoint and in collaboration with digitalworkspace365, we have obtained standardized processes that optimize our workflows and strengthen our quality assurance. If there is a business need, there is usually a good solution. And now we have the unified solution we have long needed, which provides us with the exact synergy across the conglomerate that we desired. Users quickly adopted the solution because they recognize elements from, for instance, SharePoint. From an IT management perspective, we can only praise the result, because we now have a solution that is much easier to maintain and build upon,” concludes Thue Stensgaard.

Three pieces of advice for implementing WorkPoint

Based on his own experiences, Thue Stensgaard, Senior IT Project Manager, shares three pieces of advice for those facing a WorkPoint implementation:

• Involve the right users early in the process – Spend time finding and involving those who know the business processes. If you have them involved in developing the tools, you will achieve better integration within the organization and better process support.
• Identify local super users – Involve them in a super user community and equip them for ongoing dialogue with users. They can serve as both 1st level support and contribute to the continuous development of the solution to ensure ongoing user support.
• Prioritize data preparation – Do not underestimate the task of getting data in order. There is much to consider when going through everything. It is a major cleanup effort, and it is both important and time-consuming.

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As a newly established company, one has an opportunity to ensure a streamlined setup right from the start.
That’s what the Danish consulting firm Ginsbo | Valentin wanted when they chose WorkPoint as the foundation for their case management.   

Ginsbo | Valentin is active in the employment field and serves as an external collaborator with job centers. In close collaboration with job centers and socially responsible private companies, Ginsbo | Valentin helps citizens who are on the edge of the labor market to find a foothold and move forward.

Focus on the individual requires overview and insight

Working with citizens who are challenged in one way or another is a matter of trust, and it is important to have control over all the details, as well as being able to quickly get an overview of each individual case.

“Often, we need to be able to react quickly when a vulnerable citizen needs our help. Therefore, it is important that we have a structured approach to individual cases and a close collaboration with the companies we work with,” explains Malene Ginsbo, one of the two partners at Ginsbo | Valentin.

Easy access to all information is critical

The cases are often complex, and citizens experience multiple challenges at once, making it extra important that all information is easily accessible.

“The citizens we work with often have various challenges, and in addition to their often burdened health situation, there are often concerns about finances, family, and more. We are their lifeline, and when we write reports about them to the job center, it is important that we have easy access to all information,” adds Christine Valentin, who is also partner in the company.

Efficient case management ensures high standards

Having an overview and control over all the details when everything is running smoothly is one thing. It’s a completely different story to stay collected when things get busy. Fortunately, Ginsbo | Valentin has had plenty of opportunities to test the validity of their solution under pressure.

“At one point, we had many cases running simultaneously, and that’s when we truly saw the value of our solution. On each individual case, we could track progress, meetings, and upcoming tasks, while also having an overall view. This means that we can maintain the same high standard even when we’re busy,” explains Christine Valentin.

Quick workflows with WorkPoint Express

At Ginsbo | Valentin, they are particularly pleased that all the functions they need are available directly in Outlook. WorkPoint Express, which is a plugin that integrates Outlook with their case management solution, makes their everyday work easier, as Malene Ginsbo explains:

“When there’s pressure, it’s nice to be able to work directly in Outlook instead of switching between programs. With WorkPoint Express, we can use our time and resources with our clients and have a complete overview of the status of all our cases at any time,” she concludes.

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