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Locators, an independent provider of forklift trucks and storage equipment, implemented a mobile communications system last year and has seen a number of benefits
The company employs a small mobile workforce of 15 engineers and previously used a paper-based system to organise service calls. Tony Stevens, customer service director, told Service Management that its mobile solution, sourced from Key Computers, was the latest in the company’s ongoing development plan. Having worked with its supplier since 1993, the decision was made to implement a mobile solution in April 2008. As a result, Stevens explained, the company now receives real-time updates from the field as workers complete electronic sheets. Engineers use TyTN II PDA devices, which incorporate signature capture for clients to sign at the completion of a call. Staff training was initially provided by Key Computers, but this is now provided internally when required. ‘We’re quite self sufficient at Locators,’ said Stevens. ‘We’ve made it our business to know the system inside out, but we also know we can call Key Computers if there are ever any problems.’ In addition to the benefits mentioned above, Stevens also highlighted improved speed of invoicing and higher levels of customer service resulting from use of the mobile solution. ‘Being able to see the wood for the trees has helped the service desk and engineers enormously. They have much better visibility of workload and paperwork is completed quickly, improving customer service and cash flow for the business,’ said Stevens. The company is now considering upgrading to a CRM solution to support further increases in its £12m per annum turnover. Locators first worked with Key Computers in 1993, when it purchased software for accounts and the management of parts and stockholding. These have since been added to in order to manage additional operations such as service bookings and fleet management analysis, leading to the company’s first mobile communications solution last year |
