Service Management Rethought

More efficient processes, full transparency and a future-proof ERP system. Digitalization in the defense and security industry.

Drones, sensor technology and connected systems are changing the security and defense industry rapidly. Companies such as AIRROBOT GmbH & Co. KG of Arnsberg are among Germany’s pioneers when it comes to professional multicopter solutions for public authorities, industry and tactical operations.

But technological progress also increases the complexity of the processes: spare parts, maintenance cycles, service cases and serial numbers have to remain fully traceable — in real time. This is exactly where ENKO Software came in: with the rollout of Microsoft Dynamics 365 Business Central as the central ERP and service management system.

The Starting Point — When Excel and Paper Reach Their Limits

Before the project started, AIRROBOT worked with older ERP solutions combined with Excel lists and paper-based service workflows. That led to:

• redundant data,
• a lack of transparency in service cases,
• manual double entry,
• no real-time overview of spare parts and maintenance status.

In an industry where reliability is safety-critical, that meant too many manual steps and too little overview.

The Challenge: An ERP System That Speaks the Language of Drones

Service processes at AIRROBOT differ greatly from classic production workflows:

• Every unit has its own serial numbers, flight hours and maintenance cycles.
• Service cases have to be documented, spare parts tracked and reports traceable.
• Maintenance intervals depend on flight times and assemblies.

Standard software could map these requirements only inadequately — so ENKO Software developed custom extensions for Business Central.

The Solution — Business Central as the Heart of Service Management

ENKO implemented a fully customized ERP system based on Microsoft Dynamics 365 Business Central, including:

• drone-specific extensions (serial numbers, flight times, assemblies)
• automatic creation of service items on goods receipt
• integration of manufacturing, sales and service
• real-time dashboards for open tickets, SLAs and capacity utilization

The service dashboard was extended specifically:

“Remaining flight times, maintenance cycles and deadlines are calculated automatically — so technicians know what has to be done and when.”

That turned Business Central from a pure ERP system into a service management tool for high-tech products.

Results — Measurable Efficiency Gains After the Go-Live

The success showed shortly after the go-live:

• a uniform data base across all departments
• central service and repair management
• full traceability per unit and component
• lead time from ticket creation to completion often under 24 hours
• real-time reporting for management and scheduling

Digitalizing the service business created the basis for further growth — without losing control over critical processes.

Industry Relevance — Why the Project Sets Standards in the Defense Industry

In the security and defense industry, traceability is decisive: every component has to be documented and every intervention logged.

Through the interplay of:

• process consulting,
• ERP expertise,
• and technological industry understanding

ENKO Software succeeded in creating a solution that combines efficiency, transparency and compliance — and that can be transferred to other high-tech industries (for example aerospace, automotive, sensor technology).

The rollout of Microsoft Dynamics 365 Business Central at AIRROBOT shows how digitalization and security can go together:

“ENKO successfully introduced new ERP software. This established a future-proof system that optimizes processes, creates transparency and increases efficiency sustainably.” — Managing Director, AIRROBOT"