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

With Health and Safety regulations being under constant scrutiny there is no room for error. Key Computers have launched their star pupil, Class, into the marketplace. Class is designed to assist training professionals across the board, quote, plan and manage all the training courses they offer and ensures a thorough and systematic approach to training organisation.

Health and Safety training is fundamental to the successful and safe running of a company, Key Computers who have recently released the Class training management package, say their product, “goes beyond good practice” and can be utilised to ensure not one employee misses a course, seminar or training programme. With Class, employees are linked automatically to a course and the package highlights when refreshers or re-tests are due to be taken. The software enables proactive communication with customers including course reminders, booking confirmations and profile updates. The reciprocal benefit being employees sense they are valued within the organisation, increasing job satisfaction and increasing course uptake!

Jonathan Heaton, Key Computer’s Managing Director said “We initially created this package for a fork lift truck distributor but soon realised that the industry as a whole was crying out for a system tailored to the demands of the industrial and logistics market, so we invested further development time and the result is Class with its endless benefits for all related organisations where training is paramount.”

The Class software system is used by both internal training departments and also in external professional training companies to deliver the best training schemes. Most customers find that the ability to synchronise training schedules makes juggling multiple courses and trainers easy. You can instantly see courses planned by date in a simple diary view. Class can be set to either show provisional or confirmed places, and free spaces can be highlighted in time to run a promotion or send reminders to ensure full attendance. Trainer’s availability and annual leave can also be inputted into one system meaning courses can be planned to match dates, venues and trainers.

Usually a mundane and time consuming task, Class will handle all of the administrative duties linked to training including financial aspects. Class automatically creates course and programme quotations, print order confirmations and creates and prints invoices. Due to Class’s accurate invoice system and accounting functions there is the added benefit of improved cash flow. Simple and effective!

Jonathan commented:

“Class is literally a multi purpose system which meets all of your training requirements including availability, accreditation, course location, quotations, certificates, delegates, and re- tests dates. the list is endless!”

It shouldn’t have taken the current climate for us to realise that in order to prosper we can’t blend into the background and hide, but it has. Despite the economic state the markets still wants everything faster, cheaper and at their beck and call, so let’s give it to them! These FLT companies tell us how they have gained a competitive edge through utilising Key’s Service management software.

Changing market

Resulting from an increase in hire, customer service requirements have changed, demanding better organisation of maintenance and service calls and control of engineering time and costs.

HFT Limited, a Nissan FLT dealership updated their existing service management software. Director, Carol Crawford feels their new system has helped them retain customers by offering very high service packages to every contract, providing a competitive edge. Carol said, “The (service management) software has been a major factor in the way the company has built and controlled business.”

A happier customer

Locators, an independent provider of forklift trucks and storage equipment, wanted to advance their service management process in order to improve customer satisfaction and stand out from competitors. They were advised to implement a PDA system, connecting their field engineers with the service desk.

“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,” commented Customer Service Director, Tony Stevens

“I wish I had done it years ago, the engineers have taken to it and like it, anyone who doesn’t do it is just mad!”

A slicker workforce

In a current price conscious environment where every penny counts, service managements can control and create a slicker and more efficient workforce. The Directors of BJB Lift Trucks Limited said, “Customer service is enhanced, bottlenecks are eliminated. We have grown and are conformably handling more business, without the need to employ more staff! Since installing SM software BJB has significantly increased productivity and sales have increased.”

The solution

Jonathan Heaton is the Managing Director of Key Computers which provides Service Management to the FLT market. They have provided solutions to HFT, Locators and BJB.

“It seems obvious that through achieving a tighter more efficient workforce, customer service is improved and therefore so is productivity, however not everyone has grasped this concept. The economic downturn has meant the end of the road for some companies as they have failed to adapt and lacked a competitive edge,” stated Jonathan.

“Through implementing service management software valuable time is released for new business development and the profitability of each contract can be measured ensuring the level of service can be monitored and adjusted accordingly.”