New mobile workforce management system delivers improved customer service
Aeromark’s Service Link is a unified paperless planning, job-despatch, PDA workflow, vehicle tracking and turn-by-turn navigation system, and was selected by Northgate MS after a period of extensive research to optimise business processes.
The system allows complete visibility of the workforce as well as a complete overview of the client jobs logged. A team of resource planners monitor jobs that have been captured by the main IT service desk and then allocate the job to the most appropriate engineer, based on location and expertise. The job will then be accepted by the engineer via their PDA, and using the integrated navigation technology, the engineer will attend the job.
Commenting on the success of the mobile workforce project James Turnbull, managing director, Infrastructure Solutions, Northgate Managed Services, said: 'The mobile workforce project has enabled us to drive change in our business, improving the efficiency and effectiveness of our field engineering team. We have improved the management of our engineers through better planning based on increased visibility and better communication. Already the functionality of the system has enabled us to increase our average jobs per week per engineer.'
He added: 'We are extremely pleased with the results which have exceeded our expectations. Our engineers have embraced the technology and our customers are noticing the benefits. We look forward to continuing to work closely with Aeromark and further developing the system to meet the ever changing demands of our customers and the industry.'