Product category:
Heating Systems, Controls and Management
News Release from: Ferroli (Commercial) | Subject: Electronic Field Service Management System
Edited by the Buildingtalk Editorial
Team on 24 February 2004
Ferroli Improves Service Efficiency
Leading boiler specialist Ferroli UK has introduced a fully electronic paperless field service management system designed to streamline and speed up field service support for all UK customers.
Leading boiler specialist Ferroli UK has made a major investment in field service with the introduction of a fully electronic paperless field service management system designed to streamline and speed up its field service support for customers throughout the UK Ferroli's service engineers can now receive real-time service requests and complete all their paperwork using handheld PDA's complete with simple pre-loaded forms and easy drop down menus to speed up data entry
This article was originally published on Buildingtalk on 18 Nov 2003 at 8.00am (UK)
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The information is then sent instantly via the mobile phone network to Ferroli's head office in Burton-upon-Trent where it integrates directly with the company's main IT system to automatically generate all relevant paperwork such as invoices, certificates, spare parts orders etc The system also greatly reduces the chances of errors and speeds up service visits by reducing the need for tedious form filling, allowing engineers to concentrate on servicing their customers.
The previous system involved faxing the next days service visits details overnight so the engineer could plan his work, then the engineer completed the various paperwork forms covering work done, parts used, time spent etc and sent them back by post weekly for recording and billing.
"The system is part of a major investment in customer support and has allowed us to move to real-time updating and networking in the field while removing the need for paperwork duplication and data entry both in the field and at head office," said Jim Moore, MD of Ferroli UK.
"As well as greatly reducing errors, the system speeds up jobs by saving each sales engineer approximately 1.5 hours of tedious paperwork per day so they love it.
And customers benefit through faster job completion so it is really paying dividends," he added.
The new system uses Orange's Sales and Service Accelerator solution specially adapted to Ferroli's own requirements.
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