July/Aug 2005

Solutions@Work, an office equipment maintenance specialist, has chosen an integrated PDA-based scheduling system from LetsComIT to support a major new contract with a national customer. Under the contract, field engineers will maintain equipment at a large number of sites up and down the country,

Solutions@Work, a subsidiary of the Project group, decided that for this operation it needed something more sophisticated than its existing system, under which job information was distributed either on paper or by telephone. In particular, the old system didn't allow for accurate data tracing.

Rather than transform its whole operational system at once, the company decided initially to implement the new system just on this one new contract. Picking up on that lead, LetsComIT has created a solution based on the user's existing working practices, and has built a hub Web site just for this operation.

As soon as a fault occurs, details are emailed directly to a dedicated support team working from one of Solutions@Work's call centres, indicating the nature of the problem, location and contact details. This information is then logged on to the Web-based back office system by a regional manager.

 

No job is scheduled until all parts and materials are available. Once the work is ready to be despatched, a regional manager will select the most appropriate engineer from their region to carry out the remedial work and job information will be sent directly to his PDA.

We were asked not to disclose the name of the client, but we can confirm that it is a big national name that would be instantly recognisable to all readers.