Nordex brings digital transformation to its service organization
A developer and manufacturer of wind turbines, Nordex Group specialises in the design, production, commission and maintenance of wind energy turbines.
A growing part of Nordex Group, Nordex Service looks after the management and maintenance of a technically complex wind turbine fleet, for nearly all geographical regions across the globe.
Philipp Marten, Project Manager and Product Owner ServiceNow Platform at Nordex Service, was tasked with the digital transformation of the Nordex Service organisation. The team needed a scalable solution to integrate all incident reporting systems and create a single-pane view of the status of all wind turbines.
ServiceNow provides the platform to integrate systems and workflows
The incident management process that underpinned the smooth running of the wind turbine landscape was lacking.
Philipp Marten, explains, “We have around 1,500 employees in the field to ensure the proper functioning of our turbines, which contain a lot of IT, mechanical and electrical components. However, our dated, siloed legacy systems for reporting and managing incidents were creating confusion and inefficiencies.”
Nordex Service needed complete visibility to respond efficiently and accurately to issues in the field, and ServiceNow offered the ideal platform to meet its extensive requirement catalogue.
“ServiceNow delivered on the two aspects that were critical; the flexibility and availability of a cloud solution, and an intuitive, user-friendly interface to report on and manage incidents. If a solution was easy-to-use, then we knew our people would actively want to use it,” comments Philipp.
ServiceNow creates an end-to-end incident management approach
By integrating its numerous siloed systems onto the Now Platform, Nordex Service has created an end-to-end incident management approach, offering a complete, real-time overview of all incidents, including mechanical faults, occurring in the field.
A new, three-level support structure, underpinned by intelligent digital workflows, ensures incidents are prioritised based on business impact and driven through the entire resolution process. The result is a vastly more efficient approach, with incident resolution rates significantly accelerated to minimise downtime of the wind turbines.
Philipp explains, “Having a single platform has removed confusion for our employees, who no longer need to consider which system to use for what purpose. With ServiceNow, we have created an internal request fulfilment flow that is clearly separated from incidents, ensuring both are routed to the right person or team and escalated when required.”
ServiceNow brings analytics and total visibility to IT service management
Nordex Service has also benefitted from improved reporting, with a performance overview of all regions and departments available in real-time.
“By putting in place an end-to-end system, for the first time we are in a position to be able to measure and compare workload across our global operation. The speed of reporting has improved, with real-time insights informing decision making,” comments Philipp.