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Mike’s
Glass
Established
in 1986, Mike’s
Glass provides
glass repairs
and services
to the greater
Wellington
region. In
addition to
cash sales
and repeat business from existing customers, the business provides
glazing services
in response
to insurance
claims.
These glazing assignments are forwarded to Mike’s Glass
by Asset Management Network , a company responsible for managing the national services
provision
contract for IAG.
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Mike’s Glass was contracted
by Asset Management Network in February 2003, to provide glazing services
for the IAG Insurance
contract. The new contract highlighted the challenges
of managing their mobile team of 5 full time
glaziers:
 How to ascertain the location and availability
of each glazier as well as the status of each job
How to allocate jobs accurately and efficiently
to glaziers
How to quickly access existing client information
and provide a better level of customer service
How to communicate more effectively to the glaziers
and decrease costly mobile phone expenses
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EService from
ECONZ is a wireless job dispatch and management
solution for mobile field forces.
EService ensures that Mike’s Glass can
manage effectively its core business, the insurance
based
glazing work. It covers in real-time every element
of the job dispatch process.
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Total visibility of the job details and
glazier’s location to dispatching staff
via the real-time EService diary system
Improved efficiencies by dispatching work directly
to glaziers smart-phones
Enhanced customer service through improved response
times, tracking ability and better access to
job/customer information
Accurate recording of coded parts and labour hours
Substantial reductions in administration, data
entry and costly paperwork errors
Improved
management decision-making through real-time,
accurate information
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“ Prior to
implementing EService, we were scheduling work
on an Excel spreadsheet and faxing the job details
to our glaziers the night before each job. With
EService we can now send job details to the glazier’s
smartphone while he or she is on the road. The
EService diary system is easy to use and all
our staff can use it simultaneously. We no longer
have
the problem of double booking of glaziers.
We are able to see where our glaziers are and
how far away they are from the next job. This
means if a glazier is running late we can either
advise the customer
or re-assign the job to another glazier. Alternatively if the glaziers are
ahead of schedule, we can add the odd job on
to the end of the day. Quite simply, the
EService system has been fantastic.”
- Mike Anders, Managing Director, Mike’s Glass |
Went live June 2003
9
users
Runs on Windows
Integrates with MYOB
Glaziers use Kyocera 7135 smartphones
Data
transmitted over CDMA network
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 Customer work requests are
received via email or phone call and entered
directly into EService.
Using the EService diary system, the work is
assigned a unique job number and allocated to
the most appropriate
glazier. Job details are directly dispatched
over the Telecom Mobile Jetstream network to
the glazier’s
smartphone. Should the glazier miss the job the request
is returned to the office and reallocated. As
a job is accepted, started and completed, the
glazier logs the status and relevant details
on the smartphone, including coded parts and
labour hours, and sends the confirmed information
back to the office.
The EService diary system provides total visibility
to all staff as it progresses, from dispatch
through to completion as well as the availability
of individual glaziers. This access to real-time,
accurate information has eliminated the double
booking of jobs. The system also provides a complete
record of customer details including information
such as access to the property. A search function
allows easy access to job and customer information,
and the assigned job numbers allow for simple
tracking from the dispatch through to finance.
EService also works with the current MYOB package
and has the ability to generate reports.
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Proven
capability and a strong history of success with
previous deployment at
Asset Management Network
Ability to customise EService to meet specific
business requirements
Seamless integration with existing business systems
Broad scope for future developments
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