REWE Group: Saving time with efficient communication and complaint handling

Saving time with efficient communication and complaint handling

How REWE Group Austria optimises defect management and approvals during construction and refurbishment of retail units and branch inventory surveys.

The challenge: eliminating the duplication of work

As the senior project manager, Roger Lenherr is responsible for introducing PlanRadar in the Technical Department. The technical project managers are responsible for coordinating and monitoring costs, deadlines and quality for the whole of the project. BILLA became aware of PlanRadar when its team was searching for a web-based application to standardise processes in defect management and approvals. In earlier projects, the team tested other methods, for example using Microsoft Office software for store surveys. They also trialled sending simple defect messages via telephone or email or within different construction reports. This did not lead to the desired efficiency — a great deal of work was duplicated. For example, some issues were flagged by both the local building inspection team and specialist technicians. Instead, the team decided to trial PlanRadar.

The solution: increased efficiency with PlanRadar’s easy-to-use ticketing tool

Within REWE Group Austria, the roll-out of PlanRadar began with their BIPA stores in 2014. The team tested the software’s various functions in an initial project, winning over users. In particular, the team found that the flexible ticket system optimised work processes. They could directly assign tasks and work orders to the responsible person; all the other workers can view the status quo at any time. Roger Lenherr explained why he is happy with the software: “By accessing a central platform, all technicians have access to the same level of information. This prevents errors and miscommunications”. PlanRadar helps technicians and architects to save a great deal of time by allowing them to add pins to digital plans, upload photos and submit complete documentation from site with a tablet or smartphone. Claim management can be started immediately after a problem has been identified. By working with PlanRadar, the team also need less equipment for acceptance and defect management on site. Workers no longer need to take large printouts of plans, cameras or notepads with them. Instead, these can all be replaced by PlanRadar’s features for mobile devices. “PlanRadar is regularly used for renovations and work on new buildings in food retail for BILLA, BILLA PLUS, BIPA, PENNY and ADEG. The software is used by around five users per store,” said Stefan Pany. With such a large number of users, a training phase is very important. All the workers involved need to have good knowledge of the software to be able to use its numerous features to achieve the best possible results. At REWE Group Austria, this challenge has been overcome with application and training documents that the company has created. These contain all the responsibilities and basic conditions for use that users need to be aware of.