Azzurri provides around-the-clock voice, data and mobile managed communications services to a wide range of customers, including Dixons Retail, Citizens Advice Bureau, JD Sports, Hanson, Taylor Wimpey, Newcastle City Council and VISA. With Masternaut, Azzurri is able to provide better customer service because each of its eight nationwide service desks has an instant view of engineers out in the field, as well as access to real-time job information.

Masternaut monitors the entire field service fleet and engineers are equipped with HTC PDAs that provide a fully mobile paperless office system. The X Service software presents job and address details and allows customers to sign off completed work. At the touch of a button, Masternaut PDAs provide a detailed record of work with costs to the customer and they send the information seamlessly to the Azzurri Kingfisher back office system.

The PDAs also provide the service engineers with real-time stock management. Those parts fitted by the engineers are recorded and automatically re-ordered, following a real-time search of all the Azzurri logistics centres to identify the required part numbers.

Phil Smith, Systems Developer for Azzurri, commented: 'This in my opinion is one of the few truly paperless systems I know of. It saves a massive amount of time and effort and it is accurate. Not only can we see exactly where our engineers are at any one time, they have all the job information they need on the PDA to maximise their productivity. The detailed information they capture following each job is quickly transferred to the back office system, which means we can bill more efficiently and quickly. Archiving is automatic, with all electronic documentation being filed appropriately.”

As well as giving a bird’s eye view of engineers travelling to and working on planned jobs, the system allows the service desk to locate the nearest and most appropriately skilled engineer to respond to emergency calls.

'The system has revolutionised the way we work. We no longer need to make countless phone calls to engineers to find who is available and where they are. Now we can see them onscreen and we can be proactive by getting the engineer to site quickly and keeping our customers informed of progress,' added Mr. Smith.