SMART 1 SMART PROCESS
We focus on process optimisation and continuous improvement through the application of lean methods and analysis.
Also important is a clear process definition using enabling technologies, such as automation, to allow a broader discussion and analysis not only on a technical level but also from an end-user perspective.
We propose hybrid solutions for projects involving nearshore and onshore operations to optimise costs while maintaining management visibility and quality metrics. For example, we have customers where “Smart Techs” maintain their hardware on site, while Level 3 Techs act as Germany-wide remote support from Frankfurt am Main. All of this is integrated into a seamless process to ensure uninterrupted production.
SMART 2 SMART SYSTEMS
By utilising our software development portfolio in combination with our practical experience, we develop systems that focus on user-friendliness, automation and, above all, proactive control.
We aim to prevent errors from the outset instead of having to correct them afterwards. The implementation of machine learning and artificial intelligence eliminates repetitive tasks for our employees, allowing them to focus on the important parts of the process.
We have developed the “Process of Things” technology so that every element can be part of a process, regardless of whether it is connected to the internet or not. This enables standardised tracking, merging data into containers and real-time analysis of big data.
SMART 3 SMART MANAGEMENT
We offer highly customised and flexible management solutions, such as providing deputies for management positions in key projects to ensure that operational objectives are consistently met.
Our hybrid management positions can also act as contractors for our clients. These managers accompany the team they will later lead and initially act as team members. This allows them to identify opportunities to improve the team’s motivation and performance while setting realistic KPIs.
SMART 4 SMART COMMUNICATION
We offer a wide range of IT services, including software development, IT consulting and system integration. Our goal is to help companies achieve their digital transformation goals.
SMART 5 SMART TECHS
Our on-site technicians We call our on-site technicians ‘Smart Techs’. The idea behind this is that our engineers do not always have all the answers when they visit customers, especially for the first time and with limited time to solve the customer's problem.
That is why we have provided them with the opportunity to communicate remotely with L3 technicians via VR technology and discuss challenges together. This significantly reduces the time needed for RCA (root cause analysis) and improves first contact resolution.
This approach avoids multiple visits and delays in processing requests, improves customer satisfaction and gives every technician the confidence that they will be well looked after and supported at all times.
The same technicians also provide on-site hypercare to customers, especially after the migration of new hardware and software systems. They regularly visit users, proactively seek feedback and possible improvements or challenges. This ensures a smooth transition without burdening the customer's IT or management, while maintaining continuous communication with all points of contact on the project.
That's why we gave them the opportunity to communicate remotely with L3 technicians via VR technology and discuss challenges together. This significantly reduces the time for RCA (root cause analysis) and improves first contact success.
This approach avoids multiple visits and ticket delays, improves customer satisfaction and gives every technician the confidence that they are well cared for and supported at all times.
The same technicians also offer Hypercare at customer sites, especially after the migration of new hardware and software systems. They regularly visit users, proactively asking for feedback and possible improvements or challenges. This ensures a smooth transition without burdening the customer's IT department or management, while maintaining continuous communication with all contact points on the project.
SMART 6 SMART TRAINING
Knowledge is an advantage for every employee. Therefore, we offer scheduled training and ad hoc modules based on schedules and forecasts to maximise employee utilisation.
These trainings are either based on content specifically developed for the position or on short “impulses” that require hands-on situations where employees interact and receive feedback based on real-life company experiences.
In addition, we run numerous engagement and education sessions for students, such as the MAC Academy in three different technical universities. These sessions focus on educating students, presenting real work cases and evaluating participants for future projects.
SMART 7 SMART CAREERS
We take a preferential approach to recruitment, where we always start by developing our existing employees into higher positions. Based on their experience and results in the company, we continuously promote them through training and job shadowing techniques.
In addition, we recruit new employees at entry level through our partnerships with various universities as well as through career fairs and the internet. A good example is FDIBA, for whom we have partnered to donate hardware for an entire lab so that students can utilise the latest technology during their studies.
We also offer various temporary project work opportunities that are of particular interest to students. These projects provide hands-on experience and allow participants to apply their knowledge in real-life scenarios.