Digitalization of the service process through ERP solution: The case of FPT Industrie S.p.A.

This thesis is the result of an internship experience carried out at Sanmarco Informatica, an IT consulting company specialized in the development of digital solutions supporting business process management, and was developed with FPT Industrie S.p.A., a leading manufacturer of highly complex and customized machine tools. The thesis analyses the digitalization of the Service (after-sales) flow of FPT Industrie S.p.A. through the implementation of the Galileo ERP (Enterprise Resource Planning system) and the departmental applications B2B and CRC (Credit Recovery Control) developed by Sanmarco Informatica. In an industrial context characterized by ETO (Engineering To Order) production models and a high degree of product customization, after-sales service plays a fundamental role. A fast and accurate technical assistance represents a key differentiating factor with respect to competitors, significantly contributing to customer satisfaction and loyalty. Moreover, for companies operating under an ETO production model, the Service area constitutes a relevant source of profitability, as the sale of spare parts and maintenance services is often associated with high margins, particularly in the case of specialized components that are not easily available on the market. The AS-IS analysis of the system previously used by FPT Industrie S.p.A. highlighted the need for a more integrated management of the Service flow, in order to overcome an operational model based on manual activities and internally developed, heterogeneous and non-interconnected tools. The objective of this thesis is to analyse how the adoption of JGalileo has optimized the Service process, transforming it from a manual workflow into a structured, digital and data-driven system. In this context, JGalileo plays a central role in integrating Service activities, while the B2B and CRC applications support accurate data collection, intervention traceability and credit recovery management.