DAEL Eliminates Paper And Streamlines Workflow With Mobile Computing Solution

Dael Thermal is a full-service mechanical contractor that has served commercial and industrial customers in the Greater Toronto Area since 1982. For Dael’s 25 service mechanics, emergency service calls, which come around the clock, range from a building without heat to a food processing company without refrigeration to a bakery without working ovens. Servicing everything from boilers in sub-basements to rooftop air- handling units, the field team needs the right information to isolate problems and initiate the repair process, rapidly secure the needed parts, and keep customers up to date. This requires teamwork and a smooth two-way flow of information between the service mechanics and the field support workers in the office.

CHALLENGE

Eliminate Productivity and Revenue Losses

Like the majority of companies in the industrial service sector, Dael was relying on paper-based systems to manage all of their business processes, including logging service calls, accessing service profiles, ordering parts, processing requisitions, gaining customer authorizations, and procuring service contracts. The primary communication between the technicians and their support team was by telephone – the office was fielding upwards of 225 calls a day from the field.

The paper / telephone process had all the usual frustrations, and this was taking a toll on productivity. Mechanics might wait on hold at supplier counters to get purchase order numbers from the office, or walk into tough after-hours situations without a service history of the equipment. It was often difficult to give customers timely information on repair status, and back in the office, staff members were spending much of their time firefighting.

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