Field Service

Using our handheld system to automate your field service provision at the point of delivery will provide your business with significant savings; whilst enabling you to offer the very best service in your market.

From workplace services such as confidential data destruction, hygiene services, property management, workwear and linen hire all the way to complex machinery maintenance, our systems take the manual overhead out of the service delivery process. We enable you to reduce paperwork, capture Proof-of-Service information and ensure that each transaction is controlled and managed through its cycle.

Job Management

Jobs can be entered on the system either by:

• Using our system as a standalone Call Management system or
• Integrating to your existing Call Logging or ERP system.

Recurring calls (such as periodic sanitisation visits, for instance) are diarised by our system according to their frequency and automatically downloaded to the service technician’s handhelds at the appropriate time.

Asset Management

Each asset in the field can have its own complete record, showing model information, accessories, version number, warranty details, etc. This allows full lifecycle management of each asset including full service history.

Wireless job dispatch

Via GPRS, the system will automatically download the allocated jobs to each technician’s handheld computer or PDA. Jobs can be downloaded one at a time, for a day, for a week, etc. The technician can accept or reject a job on his handheld and and enter his ETA at the site. His response will immediately be seen on your Control Centre screens - as will changes in the job status, providing you with full visibility of your service performance.

Integrated Satellite Navigation

Optionally, the technician may be navigated from job to job using the integrated SatNav feature; enabling savings to be made on ‘down time’ whilst improving adherence to ETAs and general customer service.

Proof of Service Delivery

In carrying out the service, your technician can record time, parts and consumables used if he wishes. He can also obtain proof of service by:

• taking ‘before’ and ‘after’ photographs using his handheld computer. The system will index these photos to each job
• capturing customer signatures.

All of this data is immediately transmitted, via GPRS, to the server, where it is available for dispatch management, credit control and customer liaison purposes.

Taking Payments and Printing Receipts

If you operate in the B2C sector you may want your technicians to collect payments. The system records and audits all payment transactions (including credit card payments). Optionally, your technician can print a docket, including full details of the transaction and the customer’s signature, for the customer’s convenience. This is done via a handy, belt-worn, 4” printer.

Job Completion

Your service technician will complete each job on his handheld computer. The details of the completed job will immediately be sent back to your server via GPRS; thus ensuring you have an up-to-the-second picture of your workload and your performance against targets, SLAs, etc.

Integration to Back Office Systems

You may already have invested in a Service Management System and therefore want it to control your SLAs. Our proof of service solution is designed to integrate with legacy applications - allowing your service delivery data to pass to your handheld computers to facilitate Proof of Service. On job completion, the relevant data is passed back via our integration module to your ERP or other systems for customer invoicing.