Case Study: BSH Hausgeräte GmbH achieves higher productivity and sales with IBM iPad apps

Enhances the customer support experience with innovative iPad apps from IBM

BSH Hausgeräte GmbH, a leading home appliance manufacturer with 5,300 technicians completing 12 million service jobs a year, wanted to reduce administration time and help field engineers spend more time with customers. Working with IBM Services, the company aimed to improve customer service workflows and create new sales opportunities through better mobile tools.

IBM implemented three custom iPad apps for BSH—bFixing, bInforming, and bTooling—using an agile, design-thinking approach and integrating them with existing systems. The result was a 100% paperless process, 80% fewer devices, and lighter equipment for technicians, while sales revenues from customer service rose 20%, productivity increased 7%, and Net Promoter Score improved by up to 22%.

BSH Hausgeräte GmbH

Martina Krenn

Head of Business Solutions Customer Service