A high-performing technical customer service organization is a decisive factor for customer satisfaction, contract retention, and economic success in industrial environments. STIEBEL ELTRON demonstrates how integrated Field Service Management structures service processes, making them scalable and future-proof.
Technology for comfort – service as a success factor
As a pioneer in building technology, STIEBEL ELTRON has been setting industry standards since 1924. Today, the family-owned company is a global market and technology leader in green technologies and innovative building solutions. With around 5,000 employees worldwide, nine production sites, and 26 sales organizations, the company generated approximately €941 million in revenue in 2024.
Its portfolio includes heat pumps, water heaters, ventilation systems, and space heating solutions. In an international service environment with a complex installed base, a professionally structured technical service organization is critical to success.
Over 10 years of proven partnership with SERVICE 1
For more than a decade, STIEBEL ELTRON has consistently relied on SERVICE 1 as its central Field Service Management platform for technical customer service. The digital service process spans from quotation creation and contract activation to service scheduling, including automated work order generation for maintenance contracts at defined intervals.
„SERVICE 1 is absolutely indispensable for us.“
Anja Hoemann, STIEBEL ELTRON
Intelligent scheduling for 190 field technicians
The daily dispatching of a workforce of around 190 field technicians is supported by SERVICE 1, including intelligent route optimization and the seamless integration of qualified service partners. All service order details are delivered directly to technicians’ mobile devices, enabling them to access relevant information, service history, and reports at any time – even offline.
Full process coverage in Field Service Management
One system for all service processes – key benefits at a glance:
- End-to-end process: quotation → contract → service execution → documentation
- 100% system adoption across the entire service organization
- Real-time synchronization for dispatch, field technicians, and back office
- Mobile field service app with offline capability
- Automated maintenance contract scheduling
- Intelligent fault code analysis with recommended actions
- Transparent service history per asset
- Flexible integration of internal technicians and external service partners
Digitalization that truly works
The success story of STIEBEL ELTRON with SERVICE 1 clearly demonstrates how digital tools can transform technical customer service. The software is not just a tool, it has become the central nervous system of the entire service organization. Seamless integration across all processes, a high degree of automation, and intuitive usability have made SERVICE 1 an indispensable standard..
„This is the system we use 100% of the time. There is no alternative communication channel or process for us.“
Katharina Böker, STIEBEL ELTRON
Experience SERVICE 1 live
Get to know SERVICE 1 in a short consultation. We will demonstrate live how companies like STIEBEL ELTRON strengthen their service operations.
FAQ – FSM software in technical customer service
SERVICE 1 supports the daily dispatching of 190 field technicians with intelligent route optimization. Maintenance work orders are automatically generated and scheduled based on existing contracts. Technicians receive all service order information directly on their mobile devices and can work offline when needed.
A unified platform like SERVICE 1 eliminates system fragmentation between dispatch, field service, and back office. Service history, fault codes, and contract data are available in real time for all stakeholders. This improves first-time fix rates, reduces follow-ups, and accelerates billing.
SERVICE 1 enables the flexible integration of qualified service partners into scheduling. Partners receive the same service order information as internal technicians and operate within the same system—without separate communication channels.
Yes. A live demo or direct consultation with our service experts is available at any time. In a personal session, we demonstrate how SERVICE 1 operates within your service organization – based on real processes, not slides. Simply schedule a meeting and get started.
Learn more: References household appliances & electronics | References building technology and HVAC
