July/Aug 2005

Marshall Thermo King, the major supplier of transport refrigeration, has installed a satellite-linked customer management system in its fleet of service vehicles as part of an advanced web-based solution from Masternaut. The company has over 110 fully-equipped mobile engineers on call nationwide 24 hours a day, and the Masternaut system is being used to despatch and allocate jobs to the nearest vehicle or most appropriate engineer.

According to Pete Gibbons, the company's national service director: 'Because Masternaut allows us to view vehicle movements live on the Web, it gives our service controllers an instant tool for allocating engineers to customer requests. This helps us improve response times, reduce vehicle downtime and limit unnecessary travel. It also means we can confirm ETAs up to the minute, which is a big boost for customer service.'