JURA is the only brand in the world to focus solely on developing premium, automatic coffee machines. Fundamental Swiss values shape the DNA of JURA: innovation, precision, quality, reliability and sustainability.
Machines are sold and serviced from its UK facilities in Colne, Lancashire, to high end restaurants, cafes, bars and private homes. They have approximately 40,000 UK home users alone, and a dedicated team of 70 engineers.
JURA premium coffee machines grind fresh coffee beans before expertly brewing a cup. An equally automatic and seamless workflow is now running internally in its UK offices, with the help of a digital document storage system from DocTech. Just like you’d expect from a JURA coffee machine, it’s all available with a click of a button.
Prior to engaging DocTech, JURA’s documents were spread out in different locations within the company – some in paper binders and some in electronic files on a server.
Every week, an average of 600 additional, often multipage documents were added. A team of 40 employees needed to access these daily in order to do their work.
A service order at JURA can quickly generate up to eight documents, such as an initial email from the customer, proof of purchase and a diagnostic file. Every JURA machine comes with a comprehensive analysis report that is generated as an electronic text document.
For every repair, all these documents were printed for their technicians, and with more than 5,000 machines serviced every year, that was a lot of printing.
The biggest challenge was being able to quickly retrieve important documents. Employees often didn’t know where to look or needed a lot of time to search for the information they needed. Plus occasionally documents would be lost along the way.
JURA wanted a solution and a partner who were accessible locally and who were there for support whenever they needed.
The company began by considering various document management solutions. Broad functionality was only one of their selection criteria.
“Of course when you have a company that puts a lot of emphasis on its high level of service, you naturally look for the same kind of commitment when seeking out vendors. For this reason, it was important to us when choosing the document management system (DMS) that a Partner be accessible locally, who is there to support us whenever needed,”
explains Anton, Digital Operations UK.
“The team at DocTech really demonstrated a very deep knowledge of document management and a genuine interest in our business. Together with the actual features of the software, it helped tip our decision in favour of DocuWare.”
JURA launched its document management system in March 2016 in the Accounting Department and was then rolled out to all other parts of the organisation.
Today, half of JURA staff are utilising DocuWare as part of their everyday work. Before the roll-out, DocTech conducted an analysis of their current workflow processes.
Transitioning from paper to electronic document management was simple in large part because they didn’t have to change any existing processes.
Incoming accounts payable invoices are scanned at receipt and placed in the digital basket of the Accounting Department. From here, they are booked in Microsoft Dynamics Navision (JURA’s ERP system) and then using this booking data, are automatically indexed and stored in the central document pool.
Archiving these invoices is all just a matter of clicking a button.
For outgoing accounts receivable invoices the process is even slicker. All invoices generated are archived out of Navision ERP and straight into DocuWare through a simple integration.
The extra bonus; the system is able to independently recognise when a new document is stored, then retrieves the customer’s e-mail address and automatically sends it directly to the customer.
ERP integration - without ever having to leave their familiar interface, employees can access digitally stored documents directly from their ERP system. A button integrated in Navision immediately serves up any service records.
Increased process transparency.
Quick document access has been a big bonus for customer service.
Invoices are sent out quicker than they ever were with no manual work from employees.
The simplicity of the system means employees immediately accepted it.
Eliminated the risk of lost or duplicated documents.
JURA plans to apply the use of the DMS as a mobile application in the near future. Technicians repairing a machine in a restaurant will be able to use a tablet or smartphone to access all previous support requests and reports.
managed with ease by a small customer service team because of new efficient workflow methods.
received every week that are now digitally managed by DocuWare.
“We used to spend around three hours a day looking for paperwork. Since our documents are now available digitally, with a click of a button, we were able to significantly improve our customer service. We wanted our administration service levels to match the quality of our products, and with DocuWare we have achieved just that. It has become an essential business tool for us.”