How S-MI digitized its after-sales service with Plugnotes

Ensuring an irreproachable after-sales service is essential for all companies that are involved in the sale of equipment. In this article, discover how a major player in distribution optimized this fluid x with Plugnotes .

Can't wait to learn more? Contact us to discover other examples and share with us the challenges related to the daily operational life of your SME.

There are few companies specialized in technical solutions for pneumatics, cleaning and transport of fluids, with more than 100 years of experience.

However, S-MI (Sambre and Meuse Industries) is one of them.

The company was founded in 1919 and has consistently satisfied its customers with its high-quality service. Their success can be partially explained by their values: respect, support, customer satisfaction, sustainability and innovation.

They serve businesses of any size throughout Belgium, Luxembourg, and the north of France.

You might think that success hinders innovation. It is far from being the case for S-MI.

Why want to change?

After several years and long-standing customer relationships, S-MI questioned what they were offering. They realized that they could go further. The company used to limit its offer only to the sale of equipment, the after-sales was taken care of by the suppliers. Faced with the reality and the urgency of their customers, S-MI can no longer conceive letting customers manage breakdowns, technical defects and other problems related to large tools by themselves.

This is why S-MI has decided to extend its offer to after-sales service and maintenance of the tools they sell. An easy decision in theory, but not always in practice.

S-MI is one of the companies that takes the digitization and optimization of their daily operational life very seriously. They have therefore been working with an ERP, a management solution, for a long time.

Always thinking of optimizing, their wish was to very quickly digitize the management of their after-sales service. However, adding a module to an ERP solution is no easy task. Between the cost of development, the training effort of the teams and the time needed to be devoted to the project, S-MI set aside this option. This is how they met Plugnotes ...


Plugnotes enabled them to create an organized system to digitize the management of their after-sales service.

After having centralized their articles in a Plugnotes database, they generated via Plugnotes a QR-code for each product sold. This QR-code then allows the customer to consult information relating to the machine (date of the last maintenance, warranty documents, etc.) and to ask for an intervention request form at any time.

Several advantages for S-MI:

  • pre-encoded form: this structure allows them to avoid transcription errors and missing information
  • appendices to the form: is the ideal way to visualize the problem before sending the technician on site
  • public form: the intervention request form will be filed directly in the correct file and will notify the technician

Sometimes its good to expand your horizon

With this system, employees can be notified quickly of any issues that need attention. Now S-MI even offers an intervention within an hour.
S-MI goes even further. Plugnotes also allows them to document intervention reports and save them. This allows them to follow the history of a machine and offer impeccable service.

Although S-MI has everything it needs with its ERP for its classic business, Plugnotes has allowed them to go even further by filling in the gaps. It just goes to show that it is good for companies to constantly evolve.

With Plugnotes, you can configure powerful digital forms in just a few clicks that you can share with your internal team or with external third parties; customers, suppliers or partners.

In all circumstances, Plugnotes makes it easy to collect and share information and files. All information is available on mobile (IOS & Android) and on the web. They can be viewed as a dashboard or instantly exported to Excel.

Plugnotes can even be integrated with the rest of the IT ecosystem to automate the
information transfer: ERP, Microsoft suite, CRM ...

  • Simplicity of implementation and 100% team support
  • Mobile and offline use
  • Exchange of information as a team or with third parties
  • Centralization of a multitude of needs
  • No training or technical skills required

Shall we get started? Contact us to discover other examples and share with us the challenges related to the daily operational life of your SME.