Continua fleet improves efficiency
The company, a division of Xerox, uses a service delivery metric called MIFE (Machines In Field Efficiency Rating) to benchmark its field-based fleet operations and to gauge customer satisfaction. As a result of adopting the internet-based Masternaut mobile resource management solution, it has seen this index improve by 9%.
Chris Jeffries, Continua UK’s operations director, said: ‘The Masternaut system has fundamentally changed how we run our business.
‘We have grown the use of the system from basic live vehicle tracking to a service that touches multiple-points of our business – through both real-time services and historical reporting.
‘The use of mobile apps and visualisation technology has also made it so much easier to manage the business on the go and keep in touch in real time’.
Initially, Continua used the Masternaut system to provide its call centre with information about field engineers and their movements. However, it developed to become a tool for communicating with customers, allowing Continua to give customers more accurate information on response times that has led to minimised equipment down time.
The Masternaut system manages the deployment of engineers to fault calls, gives visual reporting of engineers' status, enabling them to be deployed based on proximity to a job, as well as their suitability to work with a particular brand of equipment.