Aug/Sept 2008

Quicklight, a leading UK provider of low-cost lighting maintenance, is hoping to improve the customer service on its reactive and preventive maintenance operations, and at the same time streamline the process of service reporting, by installing a mobile workforce solution from AirVersent.

According to managing director Rob Moss, jobs have until now been taken over the phone by a customer service representative and manually entered into an in-house system.

At the end of each week, the following week's schedule of work is presented to each field service engineer as a batch of paper forms, and each form has to be filled in and posted back to base after each visit. 'This whole process is obviously not as efficient as it could be,' Moss says, 'and we wanted a solution to address this.'

The engineers will now be using handheld PDAs running ServiceNet's Click & Go Plus mobile interface. An added bonus is that the new system will obviate the need for re-keying data at the office – a problem that delayed invoicing, and hence adversely affected the company's cash flow.