IDC’s smart phone solution is a revolution for field engineers…
IDC fully integrates mobile communications for Service Engineers:
Leading UK communications and security Technology Company, TIS reinforces its commitment to rapid and effective service with the introduction of mobility service management software. TIS field service engineers are now using smart phones and Bluetooth activated peripheral devices rather than costly bespoke hand held devices to achieve full mobile / work integration. The integrated work solution has transformed efficiency, will save the company thousands during expansion, and takes care of everything from daily work schedules, SatNav, job completion reporting and instant updating of back office systems back at HQ.
The integrated software solution has been developed by mobile computing specialist Intelligent Distributed Controls (IDC), based in Derby. Developed using Bluetooth to link tiny compact bar code readers to smart phones that provide diary and job scheduling, the system also integrates satellite navigation - automatically linked to job destinations - and the company’s own In4orm reporting software to link to back office systems for parts ordering and accounting.
Working closely with TIS management IDC has succeeded in streamlining work schedules and has transformed billing and customer reporting to real-time, rather than weekly schedules. The result is a more responsive, timely and communicative service for end user customers and improved administrative efficiency that is financially beneficial for TIS.
TIS Systems Capability
TIS have a large business installing and maintaining Security, Surveillance, Access and Fire Detection systems. Operating throughout the UK, TIS installs high performance equipment from domestic applications right through to advanced systems for high security environments. The companies systems for Education Authorities are also being installed in increasing numbers, providing security and the ability to respond rapidly to events as they occur.
Physically checking and maintaining these systems is an integral part of the company’s remit, and as the installed base grows TIS was looking for ways to increase the efficiency of its field operatives and expand the service, making it easier to integrate new personnel and get them up-to-speed as quickly as possible. More field operatives and increased throughput also meant that there would be increased pressure on the back office systems and administrative architecture. The solution developed by IDC neatly addresses all these aspects and more, making the operatives daily work more enjoyable by providing them with more flexibility and removing paperwork and on-site administration.
Integrating the hardware:
IDC first took the project on using PDAs as the hub for the software, but these had stability issues with more than a couple of applications running. The battery life was also limited, requiring bulky and awkward charging equipment in the cab. The solution came with the latest generation of smart phones; increased bandwidth and increased platform stability thanks to faster processors and next generation mobile specific application software; the integration really took off. The use of smart phones also enabled TIS to make use of their existing mobile phone contract and save on the capital cost of PDA’s
A TIS field engineer can now turn his phone on in the morning, download his jobs from head office then schedule his work for the day, eliminating the need to constantly maintain contract with HQ and providing the flexibility to arrange his visits according to urgency, location and time to complete the job. Any adhoc or emergency jobs can be downloaded during the day and rescheduled by the engineer according to priority. Full customer contact details are provided with each job and the “go to site” prompt will automatically launch the SatNAV application to locate the destination and guide the engineer to the customer site. Estimated travel time is displayed enabling the engineer to inform the customer of an accurate ETA.
Once on site, the engineer can access an inventory of the equipment and assets installed with notes; hence, it is very difficult to miss anything - useful when many intruder systems components are hidden away or purposefully located in difficult to reach positions. The system is now being extended with the introduction of bar-coding where each item is identified with a unique bar code fitted inside its enclosure which can only be read when the cover is removed verifying the engineer has examined the unit. The bar code reader is only the size of a large key fob can be clipped into the top pocket and used with one hand making it easy to position within the tight confines of an alarm or control box and enabling the engineer to work safely with his other hand securing him to the ladder. The barcode reader is wireless and uses Bluetooth to download the read data to the smart phone conveniently held in a belt holster
The engineer can carryout and record operation and physical checks on the system, add new items to the equipment list and delete or replaced items as required. Any remedial work that is required is carried out, using parts from the van. Currently the vans are restocked periodically when they return to base. The next step is to bar code all the components in stores and link into the companies’ stock ordering and warehousing software.
Reporting:
Once the job is complete, a report is compiled, including quick drop down menus for comments and repairs; the end user can also sign the screen if on-site customer validation is needed. Each job is then downloaded to the office over standard mobile phone tariff network, and the paperwork is processed, invoices raised and reports updated often before the operative has even left the site.
Russ Turner, Department Head at TIS comments “ Customer service and support is a crucial part of our business in ensuring we maintain customer confidence. As part of our continuing expansion programme we had been considering implementing a service management package for some time but wanted to include barcode reading and back office IT integration in the longer term. IDC worked closely with our service management team in developing the system which is now being used by all the service engineers. The speed and accuracy of data update to the back office systems at TIS now means that managing field work has become far less time consuming and the visibility of staff and project status has been transformed”.
IDC's In4orm software is crucial, as it is used to format and generate the electronic paperwork, and to integrate all the software applications involved, plus the mobile data interchange. In4orm is a bespoke software platform that is robust, communicates seamlessly with each device and the additional applications, while requiring minimal amounts of processing resource, so the mobile devices are not slowed down by the application.
Because the system is completely mobile and totally integrated, each field operative has to visit the head office far less frequently, significantly increasing the number of sites that can be covered during a working month. There is also the benefit of reduced fuel consumption from more efficient scheduling and no wasted trips. This aspect has not been recorded, but TIS acknowledges that there definite efficiency gains throughout the process of deploying and operating field personnel.
Commenting upon the TIS application, Kevin Buckley, MD of IDC said: ‘We now have a lot of experience with this technology, having developed wireless comms applications and our own hardware products for bar-coding and warehouse management for the last 10 years, The step change in mobile G3 technology, communications bandwidth and processing power, plus improved battery life has opened up whole new worlds for integrated mobile solutions such this.”
“There are also massive cost savings in not having to develop bespoke hand held devices with all the elements integrated: readers, printers (etc). Moreover, there is also no-need to support a different network solution, as all our traffic is handled easily through a company’s existing mobile phone contract with O2; the cost savings here are also immense."
IDC Ltd.
Intelligent Distributed Controls (IDC Ltd) is based in Derby and has a highly skilled team of dedicated hardware and software design, development and application engineers. We have specialist application knowledge of controls systems applied to warehouse distribution, logistics and manufacturing. Our applications experience has enabled us to develop key skills in real time control, RFID and wireless technology and to develop niche products for these industries and related OEMs. Our customer base includes Toyota, Toys-R-Us, ASDA George, Smiths Areospace, Astra Zeneca and Vestas Wind Systems A/S.
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For further information contact: Peter Hadley, IDC Ltd, Keynes House, Chester Park, Alfreton Road, Derby. DE21 4AS. Tel: +44 (0) 1332 604 030 Fax: +44 (0) 1332 604 031. E-mail: sales@idc.gb.com Website: www.idc.gb.com