As security technicians and installers live the majority of their life on the road and in the field, it is vital to have the essential tools and cost-effective solutions to make the installation procedures faster and smoother. For the New York Merchants Protective Company (NYMPC), an installation company and monitoring center operations in Freeport, N.Y., the focus was to eliminate wasted technician time. Finding the right system to do just that was the difficult part.
Covering a wide area, the NYMPC technicians would take home a company vehicle to be able to start their day from home rather then traveling to the office just to pick up calls or messages. Fax machines allowed NYMPC to send a technician his initial call sheet, but the technicians were still finding that they were picking up additional calls or schedule changes over a two-way radio or cell phone throughout the day. Calls were recorded on service tickets and faxed back to the office at the end of the day. During the day the technicians would give the service dispatchers call dispositions and parts requests. Charges would be put on an account and be confirmed when the signed service ticket was either faxed back or physically returned to the office.
The problem that NYMPC was finding with this system was wasted dispatcher time; talking to technicians for dispositions, parts and schedule changes. Very often parts orders, go-back calls and service call charges got lost in translation. A better system was clearly needed for NYMPC to improve customer service, reduce operating costs and increase profitability and revenues.Cutting the losses
- Frequent returns to the office to obtain/resolve calls.
- Additional time spent communicating with the service dispatchers.
- Need for detailed dispositions for each call.
- Inability of technician to see previous call history to check for failure patterns.
- Ordering incorrect replacement parts.
- Inefficient means of maintaining vehicle inventory.
- Inability to capture customer signature.
- Continued loss of paperwork.
- Lack of way to dynamically reschedule appointments.
- No scheduling board to display calls and job status in real time.
- Inability to look up product documentation online.
Having previously experimented by using hand-held computers, tablets and various other methods of automating the process, NYMPC was finding that each time the same disadvantages to implementation were present. The high cost of ruggedized hand-held devices made the return on investment (ROI) unacceptable when maintenance and replacement costs were considered. The size of the device also needed to be considered as well as communications costs. Asking a service technician to be personally responsible for such an expensive device also seemed unreasonable.Step in the right direction--the future
The real-time two-way communication of data available with the Sedona FSU will not only impact the service technicianâ€™s productivity and accountability, but also improve customer relations and the companyâ€™s profitability, according to Michael Marks, president of Perennial Software.
From the technicianâ€™s perspective the system is very easy to use. At the start of each day, and after changes in status the technician re-syncs his device. Then, the mechanics list of calls is presented. When the call is selected the account info is presented, allowing the technician to view details about the call prior to accepting the assignment. Once the technician places changes in status to dispatched, the record in the service department is updated and again upon arrival. This progression keeps an extremely tight timeline on travel and on site times for each call.
On site the tech selects any parts necessary for the completion of his assignment. The system will automatically remove used parts from his vehicle inventory and flag parts that need to be replenished, thus eliminating return visits for parts that should be kept in rolling inventory. At the close of the ticket the system calculates all charges for time as labor, and parts as may be applicable. The customerâ€™s signature and method of payment is electronically recorded.
When the information is sent back it is reviewed for quality control and the ticket is finalized. Once closed, billing all related information is transferred to the subscribersâ€™ permanent record.Why Sedona FSU?
Mark Fischer, vice president and chief technology officer at New York Merchants Protective Co., Freeport, N.Y.