Diagno Finland supplies and maintains automotive workshop equipment across Finland. With nine locations, over 20 mobile service vehicles, and thousands of devices under maintenance, managing operations efficiently is critical.
In this session, Diagno shares how they improved field service operations by combining Odoo’s Field Service module with a customized Equipment Registry built by SprintIT. Instead of fragmented systems, they now have full visibility over equipment lifecycles, service schedules, and field activities.
Since adopting Odoo, Diagno has streamlined daily operations, reduced manual work, improved coordination between teams, and gained better control over the entire service process.The session highlights how Odoo can support operational growth in an equipment maintenance service business.
Try Odoo online at https://www.odoo.com/r/xGhi
Hello everyone and welcome to hear our story uh with Odo. So my name is uh Yuas Pala. I’m a CEO and a co-founder of Dakno Finland. So basically working in Finland as well as in Estonia. uh I’m going to present uh uh present of course first first what’s the company and uh for which kind of purposes we are using ODO nowadays uh I will explain also our odo project shortly uh we have used odo now one and a half year a little bit less than one and a half year and at the end of the presentation I I go through how how we do field service and which kind kind of modifications we have done together with sprint IT for for field service as well as our equipment management purposes uh like you have already learned uh during the days there are the QR code uh which you can scan now or and and and it will come of course afterwards as well on on on this last slide there is few minutes time for for the questions and of course after the presentations I’m going to be here and we do have a lunch break. So, so there there are there is plenty of space and and time to to discuss more. So, the company is founded 2005. So, we are we are 20 year old company. Uh we are operating all over in Finland as well as some some somehow in Estonia. But but the Finland is is the is is our key market. We have more than 50 50 employees and we do have three business units. We are selling workshop equipment uh building new car workshops and and having workshop projects. That’s one business unit. Another business unit is is workshop equipment service where we have almost 30 people who are uh located in 10 different locations in Finland and operating with service vehicles all over in Finland. And we do have also also training and technical support functions for for car workshops. How to how to repair the cars. That’s basically the stuff we are selling. So different kind of equipment uh to repair the cars uh from from lifts to to exhaust analyzers and and and and uh from diagnostic testers to to high voltage battery testing and and workshop cabinets. That’s uh that’s a nice workshop uh build uh made by us. So so basically the project has done and and and the workshop has been designed then we have supplied all the equipment installed all the equipment trained all the all the tech all the car mechanics at the workshop and then we are doing annually annually service for the for the equipments. You might see a workshop here uh and uh and about our team today I I see 200 about about 250 equipment actually. So when we are doing annual service for for for that kind of workshop the technicians do have 250 independent uh equipment to be repaired and maintained. Uh we do have uh training like I like I told we train more than 4,000 people per year OE trainings as well as for the for the independent workshops and and and workshop equipment service with for currently with 24 technicians and all the all the technicians do have the service vehicles. They are operating from 10 locations. So basically 10 warehouses and and and 10 24 for service vehicles and the service vehicles are warehouses as well. We are multi multibrand service. So we are servicing all kind of workshop equipment. That means that that when we are doing service we have to be able to to to build an equipment to auto also at the premises of of the customer because the equipment is not necessary uh going through us before. We started started the auto project uh at the end of 23. uh basically wanted to have all the basic functions into auto first. So so we decided to have have it on on a few phases. We replaced uh at the beginning three different ERP systems. So basically we we had footeroft for for in inventory uh invoicing as well as purchasing. We had Microsoft AX for accounting and then we did have a uh dar equipment uh equipment and field service management system. Those three system naturally didn’t talk with each other. So, so basically the guys were filling same data from from system to another uh calibrate mainly for all all the equipment we are servicing and calibrating they need an uh calibration certificate. So they were done before uh manually in Excel and and now nowadays we are using auto spreadsheets tailored by by equipment category. So each of of equipment category do has do have their own own independent cal calibration certificate and accounting model was was custom customized by by sprint IT to to Finland and and uh to to cover the Finnish Finnish uh legislation. uh after the implement implementation f uh phase we we had couple of months uh time to use and and learn auto and then we started phase two. So basically uh we opened help desk function for our our uh our technical support. So we’re supporting workshops to repair the cars. Uh we opened attendance model for for the service technicians to to to track the attendance. Uh we opened the expenses model for for the travel expenses and uh of course the fleet model as well because we do have 24 service vehicles all over in Finland. Phase three is now ongoing. So we uh suddenly have uh start to manufacture as well. Uh after 20 years at the beginning of this year uh we bought a small company which uh which was made made some manufacturing but luck luckily we were using odo. So, so it was possible just a couple of clicks uh to open manufacturing model and and after after that it was possible to to manufacture through our our ERP system. Uh this summer we we opened also our website as well as e-commerce e-commerce in in Odo. an ongoing project is the events as well as e-learning like I told uh almost four more than 4,000 people are trained per year. So so we are operating and organizing uh plenty of plenty of uh plenty of um trainings and and uh seminar seminars and and summits. Before of course we had an extra system for that as well. But nowadays this is this is in auto as well service as well of course for feedback and and and the exams for for for the for the trainings. We do have also next steps planned uh payroll which is localized by sprint IT team in Finland and uh and and can be can be imple implemented in in in ODO 17 I hope and uh CRM marketing automation uh those are the next steps and of course during these two two days I have been here already uh the idea to upgrade to auto 19 has arrived. uh Nadia at the last present presentation here uh explained nicely uh the field service and the basics of the field service. I’m uh now showing how we are using using the field service uh on the field and how the service technicians are are are using using basically the the odor basic cases is uh like here sold uh the sales guy has sold a lift for a workshop and the lift has to be installed. Uh, of course, uh, the installation, uh, work is done by service technicians and after the lift is sold, uh, it, uh, it turns from from product to equipment and, uh, the installation becomes a task uh, which is scheduled by by supervisor supervisor at at field service app application. uh task uh is scheduled for technician and allocated time is reserved in technician’s calendar. So basically all the all the magic happens h happens at at the at the field service at that that that time technician is mainly using uh phone. So they are they are using more phones than than uh than PCs. uh very good at the system that it’s possible to use also also phone and it’s not necessary always to have have a laptop opened that’s uh one kind of uh example of of the the certificate uh calibration certificate of of an equipment like I told before each equipment category uh do have their own cert certification template and there currently there are more than 50 different kind of of of u equipments. Uh what um these these uh calibration protocols are are actually located in in spreadsheets uh documents. So, so the the technicians is feeling filling the the uh the protocol and uh some of or most of the protocols are are actually uh having some kind of calculations as well. So, so they are Excel spread spreadsheet uh based uh certificates. what is uh new and customized uh for for the system uh beside of the calibration certificates is the equipment man management. So basically for for example here we have um a lift which is this protocol as well and we are telling is the lift inspect is it maintained and and different kind of things that is necessary to do for for that kind of that that kind kind of equipment in that kind of equipment uh uh category. Memo is the the calibration certificate. You can add it here and click when when all the protocols are done. You have you can click memo done and then then all the protocols are saved into PDF file as well as XLS XLSX file. Supervisor uh closes the task and uh sends inspection reports to customer with auto with chatter chatter file. Now there is only only the one lift but if the equip if the workshop is huge there can can be more than 200 different protocols. The reports are saved in in equipment management and customer can always access them on on Odo portal. Maintenance interval is is also defined for each each equipment um group and uh and it will tell when the previous inspection is done and when the next inspection has to be done. If there is some kind of uh calibration tools needed for that equipment, it’s also listed behind the equipment. So we can we can easily see and the supervisors can easily see which kind of of uh of tools are needed needed for for for the job the technicians the technician is going to do. There is also behind the equipment there is maintenance parts as well as spare parts. So it’s very easy when we are going to do uh for example annual service it’s easy to put the sales order and the task and then add add all the equipment we are going to maintain and then we are going to choose add all the maintenance parts and then then those maintenance parts part parts will be supplied for the for the area that that the the car that the truck is located and where the where the technician is located. Annual maint maintenance is also an automatically saved during the task for next year’s year. So so it’s it’s easy to contact the customer and and and ask which is the good good time for for for him or her uh to to provide provide the service and maintenance for for next year. All the equipment can be found in equipment management and also those are are easy to find find uh from portal by the customer and uh customer like I told before as well uh customer may also have other devices. So so not not the devices we have sold. So we are basically building all always equipment card if if the equipment is not not sold by us and the card is not not uh generated automatically. We have we have extended this summer uh or last summer we have extended uh the help desk function for the for the service as well. it uh it was you used by us uh for the technical hotline for the car workshops uh since since last autumn but but now we extended uh the help desk function also also to to to the customer service al of u of um workshop equipment service supervisor can create a task from the ticket and settle settle it uh to the to the calendar of of the field technicians. The portal is still uh under development but uh our aim is of course uh to have as much information uh as possible for the portal. So we we want actually uh the customers to log in to our system and seeing all the protocols. They can see all find all the all the user manuals manuals from their equipment and of course they can easily buy more equipment and tools and parts from us because they are already locked in in in our web shops and they can easily also also uh uh join and and and buy our trainings and events taking part to our events. uh what is also uh under development still is is the cur code. The idea is is that uh we are going to put an code for each equipment. So when and if if there is some problem for for for in some equipment they can easily uh take a photo of the QR code and and order service and we know exactly which kind of which is the equipment and where it it is located. conclusions. We have already uh combined more than 10 softwares in order. Uh we are going to uh combine or implement uh five to 10 more functions uh to odall. So that’s basically a a super software for us like like uh like we all know for for several purposes. With the equipment management uh we know uh what what devices are located and where and when they have to be maintained. Customer customer can easily find information and the history of of of uh their devices and order order repair spare parts from from portal. Thank you very much. [Applause] So, a question is how are you tracking inventory equipment at each customer’s site? Is they’re not here. Sorry. Okay. Uh are you uh how are you how are you tracking uh inventory equipment at each customer’s site? Is this done is this done through a field uh on the equipment document or via the inventory warehouses locations? Uh yeah it’s it’s u the equipments are on on uh equipment management system when they are uh delivered to to the to the customers. So they are not not in inventory inventory anymore. Okay. Uh did you make the implementation yourself or with an ODO partner? Uh we had an ODO auto partner sprint IT. There are plenty of guys here uh sitting sitting here. They have u made really really good job and uh and uh especially Henry. Henry is the master behind behind the behind the um the equipment equipment management system as well as uh whole project. Uh why do you use spreadsheets for the reports instead of the field service worksheets? Uh there are some some uh calculations behind uh behind the calibration certificates. that means that that we have to have to use for example Excel kind of uh calculations and and uh then we decided that that it should be should be done done uh through the spreadsheets do you have SLA in the field service if yes how sorry do you have SLA in the field service and how well should be and uh and uh and will be will be and and And and then of course the the help desk uh help desk application will help us with that as well. So we can notice when we have got the ticket and and then it’s possible for us to to also also see how the SLA are your ser uh are your uh customizations done through the code or through odo studio? Uh through the code I think so. Yes, they said yes. Um do you use product versions in web store uh or you um or is each similar item unique? Uh it each uh each items are unique. So we don’t for example use product variants currently. Are the equipments in maintenance integrated with accounting as accounting wise they are assets? Sorry I cannot hear. Are the equipments in maintenance integrated with accounting? Uh yes yes yes they are. And uh basically uh all the all the tasks are are combined into sales order. So so so so the sales order is the basic basic for basis for every every case. Uh have you made some improvements for the UI of the end user? Do they use uh their own mobile uh their mobile or other devices for this uh for for web support or they did not specify. Uh no I don’t know we don’t we don’t know that. Okay. What kind of login do customers use? Are they internal you O do users? Uh they are uh portal users. So basically all the uh all the uh users who are or or for example uh training participants who are who are taking part of of our trainings are are launched as as a portal user. So they are portal users. Okay. uh have you considered transitioning your certification templates to quality checkpoints and then building the PDF reports through ODU Studio that would uh enable you to track results from certifications in a structured ma manner? Uh no no I think there there were many many of different uh cases we were thinking about when when the project uh were were ongoing and and uh then we know we decided that this is the this is the good way to do it and uh currently we are doing doing it with through through the spreadsheets. Are you using subscriptions in odo for uh support maintenance packages? Uh, no. No. One more. Are your customers fairly open to using the portal or any problems getting them to adopt it? uh the portal is is still under under construction. So so we have not so many portal users yet and we haven’t opened uh all the functions for for the end customers. So so so at at the moment they don’t see see for example their their equipment yet but uh but it will be opened soon. Uh do you rent equipment? Uh, no, currently not. Maybe in the future, but it that’s easy easy with uh with rental application. Okay, thank you.