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Service Transformation: Creating Data Consistency
Bühler relies on consistent maintenance master data for greater service efficiency
About the Bühler Group
The mechanical engineering company was founded in Switzerland and has since developed into a leading global provider of innovative processing solutions. With over 30 manufacturing sites and a network of more than 100 service centres, the company now has a presence in 140 countries.
Its core competence lies in the development and delivery of high-precision solutions for the processing of food, animal feed and high-tech materials. The company is particularly strong in areas such as grinding technology, malting and chocolate processing. Here, state-of-the-art technology ensures maximum efficiency, quality and sustainability along the entire value chain.
Initial situation & project overview: Consistent maintenance master data
Global product management system and SAP S/4HANA ideally connected
Parallel to Bühler’s ongoing service transformation and the expansion of service contracts, there is a growing need for data that is available in a structured form as a basis for calculating contracts. This led to a sub-project that focuses on automating the interface between the global product data management system (gPDM) and SAP S/4HANA.
In gPDM, designers define the optimal maintenance for different machine types as part of the research and development process. The objective of the interface is to transfer maintenance content and maintenance instructions created in gPDM at the machine type level to SAP in a structured manner. There, they are available at the machine level for scheduled maintenance, field service, and the creation of Bühler Service Agreements.
A key step in the project involved analysing the different data structures of both systems and developing a precise mapping to ensure consistent and automated data transfer. The integration creates a continuous digital process chain from design to operational service deployment. This increases transparency, efficiency and professionalism in the service business.
In addition, the quality of maintenance planning and execution as well as the creation of standardised BSAs is significantly improved.
Challenges
Mastering complex data landscapes: a prerequisite for successful maintenance master data
Several challenges impacted the integration and utilisation of data within the service process:
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1
Lack of a centralised, standardised data basis
The basis for the creation of Bühler Service Agreements is not yet fully available in a structured form. Some information exists in manuals, but it is inconsistent across machines and divisions. As a result, there is no centralised, standardised data basis in the SAP system, which slows down processes and increases complexity.
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2
Lack of granularity and structure in operating instructions
The operating instructions from gPDM are currently not provided with the granularity and structure required for the service process. Mapping the data in SAP is challenging, as it must be correctly formatted and usable for technicians at the machine level.
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3
Service appointments via third-party systems
Service appointments are not currently triggered by the system. Reminders are sent via third-party systems such as Outlook, and orders must be created manually. This slows down the process and makes it prone to errors.
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4
Access to relevant data
Data is generated and used by different roles. The people who generate data are usually not the ones who need it for service processes. This makes access difficult and delays processes.
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5
Central data provision
Setting up master data is time-consuming and requires close cooperation between all business areas. As many BSAs span multiple departments, centralised data provision is essential.
Added value
Greater service efficiency: Maintenance master data automates creation of Service Agreements
Integrating MMD greatly simplifies the creation of Bühler Service Agreements (BSAs) and the related cost calculations. In future, all relevant information can be obtained directly from the MMD, which significantly increases the efficiency and accuracy of the BSAs. The tasks defined in the BSAs can be specifically integrated into the maintenance processes. This enables more precise service planning, optimised resource utilisation, and reduced downtime.
Technicians also benefit from digital checklists that assist them with maintenance and service work. These digital tools ensure standardised and error-free execution, which both improves service quality and increases the efficiency of the entire process.
1 percent
of the installed base covered by preventive maintenance contracts
1600
Machine types in the entire product portfolio
1,3 Millions
of machines in the installed base
The path to a solution – from architecture analysis to maintenance master data in SAP
The MMD solution journey began in 2020 with initial analyses of the system architecture. The key questions were: When is the relevant data created, and which system should be the leading one?
Due to the close integration of the designers and their work in the global product management system (gPDM), this was defined as the leading system.
In 2021, a proof of concept was carried out to evaluate the interaction between gPDM and SAP. An initially very comprehensive solution approach proved to be too complex – particularly due to the necessary data depth and dependencies on machine parts. Therefore, a step-by-step and scalable approach was chosen, built on a stable core solution.
The project officially launched in 2022 and went live successfully in February 2025. The solution now enables the structured provision of MMD data – an important step towards optimising maintenance and service processes.
Growing service business: Maintenance Master Data strengthens Bühler's market potential
The installed machine base covered by service agreements is growing steadily. Bühler currently covers around 1 per cent of the installed fleet with preventive maintenance contracts. This already represents a significant share of business and offers considerable growth potential across all business units and markets.
It is essential to further expand the MMD repository to fully cover the entire product portfolio of more than 1,600 machine types and the installed fleet of over 1,3 million machines over time.
Bühler’s goal is to continuously build up the data in the development process and to have the entire machine portfolio integrated by 2027 at the latest.
Digitally transforming service processes: Take the next step now
Optimise your service business with Maintenance Master Data in SAP. Contact us now to learn how end-to-end data processes can drive greater transparency, efficiency, and growth.
Your Contact
Matthias Vetter
Consultant Manager
valantic