Wireless Computers Generate Extra Service Calls

A national appliance manufacturer wanted to increase the productivity of its technicians and reduce unqualified warranty claims. With the company's paperwork order system, technicians sometimes had to call dispatchers to check whether parts were available or to obtain directions to customers' homes. The company turned to systems integrator Agentek, Inc. (Roswell, GA) to overhaul its inventory and route management system.

Through June, Agentek has installed color wireless computers in 600 of the company's service vans. The mobile computers are wired to GPS (global positioning system) units in about 70% of the vans. For those vehicles with poor or no GPRS (general packet radio service) coverage, the handheld computers are connected wirelessly, by 802.11 radio frequency, to Wireless Matrix (Calgary, Alberta) MBS2 Satellite Domes, which provide both GPS positioning and satellite communications. Agentek's Field Service and Agent Studio software provides automated data collection and supply chain management functions.

Increase Route Productivity
With the new solution, work orders are downloaded into the mobile computers, and technicians can verify the availability of parts in about 5 seconds. The computers electronically capture customer signatures, and printers allow technicians to print invoices for customers. The automated system has significantly boosted productivity for the appliance manufacturer. The company's goal was to increase the number of service calls per technician by a call per month, but it has been able to increase productivity by nearly a full call per day. Detailed driving instructions and maps that are downloaded into the computers have contributed to the rise in productivity.