Nashua Limited has rolled out a world-leading field service support system based on the i-mate full-function Pocket PC/Mobile Voice platform with Nashua`s MASC (Mobile Application Service Call management System) that automates service call distribution and clearing, delivering higher efficiency, productivity and effectiveness, and above all, enhanced customer satisfaction.
Braam Venter, Manager Technology and Training of Nashua, says: "The project has been amazing, far exceeding our expectations. In the last six months it has handled over 100 000 service incidents and has performed ahead of expectation."
Calls received in the call centre are logged and delivered to the service engineer`s i-mate within one minute, with all the customer information he needs. When he gets on site, he updates the system and clears the call in real-time: meter readings, problem and action codes are entered through the i-mate, simply but consistently, making for better quality, real-time service data.
Quinton Leigh, Managing Director of Leaf Wireless, exclusive South African distributor of i-mate products, comments: "This is one of the best implementations of workforce mobility in the country, and we are very proud that Nashua chose the i-mate solution."
"We chose i-mate after a wide review of the available devices for its robustness and reliability. Its format appeals to the engineers, who want something that isn`t cumbersome and will make their lives easier rather than more complex," explains Venter. "Acceptance by the engineers has been good: they arrive on site with all relevant information to hand, even including parts diagrams, which enhances their professionalism and gives the customers higher service levels."
Nashua has half its service team of 500 engineers on the system, and will be rolling it out to the rest soon. A planned enhancement is to support digital ink signatures, so customers can sign off jobs directly on the i-mate Pocket PC.
An unexpected benefit of the system arose from automating the call distribution: engineers reported that getting the information pushed directly to the i-mate was less disruptive than receiving calls while in the middle of a job on site. This also resulted in improved customer facing experiences.
MASC was developed by Acuo Technologies, a sister company in the Reunert Group, and is a wholly South African product co-owned by Nashua and Acuo. Several customers who have seen it in action have been so impressed that they have made enquiries about purchasing the system. Nashua plans to make MASC available as a "packaged" product in the near future.
For more information, send an SMS to 31040, Standard rates apply. For further information www.leaf.co.za or 0861 44 LEAF (5323) or sales@leafwireless.com.
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