WÄRTSILÄ ONLINE SERVICES – a Great Time Saver for DFDS A/S

WÄRTSILÄ ONLINE SERVICES – A great time saver for DFDS A/S

In 2014 Wärtsilä launched its new and 30 routes with 50 freight and passenger ships The staff on-board the Pearl Seaways improved Online Services. With the in the Baltic Sea, the North Sea and the English was first given access to the Wärtsilä Online Wärtsilä Online Services, customers Channel. DFDS Logistics, in turn, provides Services already back in June 2014. However, can now manage their installation and freight and logistics services in Europe by since the launch of the updated version equipment efficiently by accessing trailer, container and rail. DFDS was founded in 2015, 2nd Engineer Rasmus Andersen information online. The Danish shipping in 1866, has its headquarters in Copenhagen, and the rest of his team have become real and logistics company DFDS Seaways and has 6,000 employees in 20 countries. enthusiasts. decided to take advantage of this new The cruise ferry Pearl Seaways was built in – We have been using the Wärtsilä Online service from the start. 1989 and refitted in 2001. The 178.40 metre Services intensively since the introduction long and 33.80 metre wide vessel is powered of the portal. In the beginning we used it by four Wärtsilä Sulzer 9ZAL 40S engines. mainly as an easy way to check spare part She can carry 350 cars and accommodate prices before ordering through our internal – On-board the passenger vessel, Pearl 2,168 passengers in 704 cabins. purchasing system, says Rasmus Andersen, Seaways, we have been using the Wärtsilä who also thinks that the Wärtsilä Online Online Services intensively since the Much more efficient ordering Services are very easy to use. introduction of the portal and it has grown process into a real time saver for us,” says Rasmus At the core level, the Wärtsilä Online Services Andersen, 2nd Engineer on DFDS Seaways’ includes the following features: Technical vessel Pearl Seaways. Knowledge, Parts Online, TechRequest and DFDS A/S is northern Europe’s largest Warranty Online. In all, DFDS has 15 vessels integrated shipping and logistics company. The with Wärtsilä equipment, and each vessel has DFDS Seaways division operates a network of access to Wärtsilä Online Services. “The Technical knowledge section of the portal is a real goldmine of knowledge”

He adds that the option of instantly checking the price has made the whole

process of ordering spare parts much more Challenges Solution Beneﬁts efficient. – Instead of listing the items needed in an ––Making the spare parts and ––Creating a customer account ––Saves time ordering spare parts troubleshooting process more for DFDS and granting ––Provides access to a technical email for a quotation, this time-consuming efficient access to the Wärtsilä Online knowledgebase for fast phase can, with a few exceptions, be skipped ––Ensuring that customer always Services for different vessels troubleshooting entirely. has access to the latest ––Increased awareness of valid information instructions and safety issues ––Can be accessed from any computer A reliable tool… with internet access The spare parts section of the Wärtsilä Online Services, with its almost complete list of prices, also works as a spare parts catalogue He gives an example: During an overhaul their information and fill in their preferences with detailed pictures of the components. The of an auxiliary engine, the staff started to according to their own needs. For example, pictures are often at an excellent resolution wonder about the correct order of the different a customer can check an option to receive and regularly help to clarify exactly which piston rings. The doubt arose when they notifications via e-mail whenever new spare parts number is required. Furthermore, discovered that the piston rings on the old information and instructions are available the catalogue is very easy to navigate, since it pistons had been mounted in a different order specifically for the customer’s engines. has the same chapters and headings as in the than what was assumed to be the correct – This is a great feature that ensures original spare parts catalogue. one. that we are constantly aware of potential – As we have grown more experienced – After doing a search in the Technical safety issues and receive new information with the spare parts catalogue, the time spent Knowledge database, we quickly found the regarding the maintenance of our Wärtsilä checking prices has been greatly reduced. It correct order and could move on. engines. I really think that every ship should has thus developed into a great and reliable All users of Wärtsilä Online Services have have access to Wärtsilä’s Online Services, tool for our engineers, says Andersen. their own customer profile on the portal. By concludes Rasmus Andersen. logging into the portal, customers can edit …that also provides relevant new information According to Andersen, the database of Wärtsilä Online Services briefly: service bulletins in the Technical Knowledge •• Technical Knowledge: Access information on your installations and equipment such as section of the portal is a real goldmine of bulletins, interactive manuals and frequently asked questions. knowledge. In the past, the staff kept an •• Parts Online: Identify spare parts through catalogues and illustrations, check prices and inventory of thick binders with previous service availability, request spare part quotations, create orders and track and trace deliveries. bulletins on-board. It was, however, virtually •• TechRequest: Save time and receive crucial information by asking technical questions impossible to search and find relevant bulletins directly from Wärtsilä Technical Services. when the need arose. •• Warranty Online: Register all your warranty claims online easily and efficiently and track – With the online database, a search need and trace the resolution progress. not take more than a few minutes.

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