Case Study: REPA – GEV GmbH

Achieve end-to-end service processes and efficient spare parts supply with EcholoN

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The Initial Situation

For REPA-GEV, Europe’s leading specialist in commercial kitchen replacement parts and the exclusive partner of McDonald’s Germany, a stable, scalable, and fully digital service management system is critical to its business. However, the ERP system’s previous service module was severely limited in terms of functional depth, automation, and data integration.

Key requirements such as automated service processes, electronic order transfers, reliable data flows to external partners, uniform monitoring of response times, and flexible workflows could not be implemented. With growing service volumes and increasing SLA requirements, it became clear: The legacy system could no longer meet the demands of a modern, collaborative service process.

The service organization needed a central platform that would meet the high standards of McDonald’s system restaurant operations as well as REPA-GEV’s internal processes.

Conclusion:

With EcholoN, REPA-GEV has created a robust and scalable service management infrastructure that reliably maps complex multi-partner processes. Today, the collaboration between McDonald’s, REPA-GEV, and external technicians is digital, transparent, and characterized by high process quality. The platform not only supports spare parts supply but also demonstrably increases service speed, cost-effectiveness, and customer satisfaction.

About REPA – GEV GmbH

REPA-GEV Großküchen-Ersatzteil-Vertrieb GmbH is Europe’s leading distributor of replacement parts for professional commercial kitchens. Through a state-of-the-art logistics system, more than 85,000 items from 700 manufacturers are delivered to over 7,500 specialty retailers and service providers. As a key service partner of McDonald’s Germany, REPA-GEV is also responsible for managing the supply of replacement parts and technical service processes at over 1,400 restaurants.

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“At that point, it was clear that EcholoN was several steps ahead of the other service solutions in terms of functional and technical maturity.”

Matthias Göttler
Project and Service Manager, REPA – GEV GmbH

Goals and Challenges

Replacement of an inflexible ERP service module

Automated handoffs to external service providers

Digitization of service reports and billing processes

End-to-end workflows across multiple organizations

SLA-compliant response times and spare parts provision

Ease of use for over 150 users

Data consistency and transparent analyses

Solution Approach with EcholoN

EcholoN was implemented as a central service platform to digitally map all relevant service processes. The focus was on clear process logic: restaurant service disruptions are received centrally via REPA-GEV, reviewed by specialists, and then forwarded to certified service partners via EcholoN.

The implementation took just three months. It included the data integration with the ERP, the setup of workflows, the configuration of escalation management, the reorganization of ticket and communication processes, and the integration of digital work reports. Since then, EcholoN has enabled seamless collaboration between McDonald’s, REPA-GEV, and service providers—including the automatic forwarding of relevant incident details, mobile processing, and complete documentation.

Key Measures

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Three-month implementation, including process reorganization

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Integration into the ERP system from REPA – GEV

Establishment of a centralized collaboration workflow with McDonald’s and service partners

Digitized Order Processing and Mobile Field Operations Management

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Implementation of a knowledge base and technical documentation

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Electronic Invoicing Based on Digital Service Reports

Introduction to Escalation Management & SLA Monitoring

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Step-by-Step Rollout to Over 1,400 Restaurants

Results and Added Value

  • End-to-end digital service processes
    Incidents, work orders, documentation, and billing are handled entirely through EcholoN.
  • Faster response times
    SLA monitoring, escalations, and real-time information significantly reduce equipment downtime.
  • Lower process costs
    Automated workflows replace paper-based and manual tasks.
  • High data quality
    All relevant service information is centrally recorded and can be efficiently analyzed.
  • Optimized spare parts supply
    Thanks to complete transparency regarding equipment, malfunctions, and repair histories.
  • Scalability
    Over 150 users and numerous service partners work on the platform daily.
  • 360° reporting
    Transparent service metrics for McDonald’s, REPA – GEV, and external partners.

“Today, all service processes are measurable, traceable, and significantly more efficient. EcholoN is the backbone of our McDonald’s service structure.”

Alexander Wiegand
Managing Director, REPA – GEV GmbH

About EcholoN

EcholoN is a modular service management platform that enables organizations to digitize their complex service and support processes. From incident management and workflow automation to CMDB and reporting, EcholoN combines transparency, flexibility, and a high degree of integration—Made in Germany.

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+49 4101 6969 3
vertrieb@mitsolutions.de