Jens Fuehrenberg

3n consult + organice GmbH

Hamburg, Germany

www.3nconsult.com

a Pendragon Solutions Provider

More than 40 freezer technicians received work orders via fax in their home offices. Most of the time they had a one or two day delay from customer call to the time of service. After returning the completed orders back to the call center via fax, the work times and spare parts were entered manually into a database. The whole process (call - order - work - settlement) took 3 - 5 days

Forms Development Time:

About 1 week for the whole mobile part of the solution and another month for the call center component.

Installation:

More than 40 users in 6 call centers in Germany now use a mobile work order system to manage freezer service from the initial call through time reconciliation.

After entering the customer call into the call center database, a work order is created in the Pendragon Forms database (MS-Access 2K). After contacting the technician via short message service, the technician receives the order by performing a HotSync operation via GSM modem.

The user enters work codes, work time and spare parts in one main form and several subforms with the support of several lookup forms and returns the completed report via another GSM modem  synchronization. Work time and spare parts are inserted automatically into 6 MS-Access databases. Data is transmitted to and from an SAP R/3 host at headquarters.

The service call processing time using Pendragon Forms has been reduced to  1 - 2 days.

Benefits:

• Reduced service time.

• Perfect handling of emergency orders, which should be completed within 6 hours. This was not possible before.

• Orders are updated automatically with work time and spare parts.

• Increased quality of customer service.

About $ 180,000 savings per year (one person in each service center for order handling and settlement).