The Pramac Group  is an important international manufacturer of power generation equipment and materials handling equipment. Before the iSP system, the company had no automatic system to manage the after-sales service processes.

The need to automate the processes for managing spare parts was dictated by the following problems:

-  Implementing an automatic customer service system, with the management and standardization of orders on-line, so registered users could have access to all of the information available on each machine (wiring diagrams, user’s manuals, video instructions, etc.), with the possibility of printing high definition, up-to-date catalogues .

- Eliminating the consistent quantity of telephone communications and faxes that swamped the after-sales sector on a daily basis .

Paper documents were converted by Emmebistudio using vectorization processes on the technical drawings, avoiding any time-consuming data-entry processes for the company and providing a complete “turnkey” solution.

The Oracle database was created by Emmebistudio with the collaboration of the ITC Executive manager, in order to make it possible for the iSP solution to integrate correctly with the Oracle ERP solutions already used by the company.

iSP was implemented as a system for printing technical catalogues on-line, providing data updated and gathered in real time from the corporate database, based on Oracle solutions.

After adopting the iSP system the Pramac Group started planning targeted interventions in the various departments of the company (design, sales, after-sales service, technical assistance, CED, ERP), having created a fully automated platform to manage the purchasing of spare parts on-line.

The After-sales Manager Marco Parronchi stated: “I must say that during all of my visits to our branches and customers, even in China, I found that our expectations had been met, in other words the project was extremely innovative, with a enormous potential for the publication of technical information in the field. We noticed a significant reduction in management costs and a positive impact on the corporate image”.