Case Study: Miele achieves global standardization in field service with Bechtle mobile IT cases

Mobile IT cases supporting customer service the world over

Miele, the global premium appliance manufacturer, needed to equip its customer service technicians worldwide with reliable mobile IT cases to support diagnostics, documentation, and billing. To keep service quality consistent across 47 sales units and nearly 100 countries, Miele required a standardized solution with local adaptations such as country-specific keyboards, plugs, and software images. Bechtle was selected to provide and manage this global rollout of around 2,000 mobile IT cases.

Bechtle implemented a centrally coordinated solution featuring pre-loaded Lenovo ThinkPad notebooks, Brother direct thermal printers, and integrated mobile payment equipment, with assembly, configuration, and shipping handled efficiently across multiple locations. The setup enabled faster deployment, simpler maintenance, and a global swap service for quick replacement in case of repair. As a result, Miele gained lower costs through standardization, reduced procurement effort, and a consistent IT support experience for service engineers worldwide.

Miele

Vitali Wolf

Zentralbereich IT-Infrastructure