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Unlocking productivity through effective field service management

Metric Group is a leading provider of car park payment terminals and ticketing solutions, and is committed to providing its customers with the highest levels of service and support. The company operates a highly skilled service capability covering 100 percent of the UK, with a team of over 70 engineers supporting a broad range of service contracts.

Metric’s customer service operations are responsible for ensuring the smooth running of complex customer solutions, whether it’s the 9,000 Almex electronic ticket machines used by a major national transport operator, or the roadside ticketing machines operated by London Bus Services for Transport for London (TfL). The TfL project demands that ticketing machines are checked every day, all faults resolved in less than one hour, and that a 24-hour helpline is supported on 364 days of the year.

Metric also delivers parking management solutions for many of the UK’s local authorities. According to Ashley Bailey, Metric Group’s Customer Service Manager, “The current economic climate has meant that many of our customers are coming under increased cost pressures, and that’s meant that we’ve had to respond by offering an increasingly competitive service.”

Given the complexity of our service contracts we were determined to optimise the performance of our service activities. However, we knew that we needed to deliver new levels of intelligent support if we were to succeed in increasing our service productivity,” Bailey added. “We were aware of a new generation of solutions being developed that involved PDA/smartphone terminals being used to optimise field service performance,” continued Ashley. “However those vendors that talked to us were offering solutions that simply weren’t specific enough or economically viable for our business. We knew that our trusted outsourced call handling partner also had a technology business – mplsystems – with real mobile field service expertise, so we asked them to look at our challenge.”

Metric Group prides itself on the quality of its field service engineers; however it was determined to improve the quality of the processes and information that could help its support teams perform more effectively. “If we were to improve our service productivity we needed to concentrate on those areas that could make our planning, scheduling and reporting functions more efficient,” added Bailey.

 For example, we have a requirement to report activities to our parent company, Höft & Wessel, who operate a complex SAP environment. To support this we were spending many working days each month simply extracting, combining and presenting different data sets just to fulfil a corporate reporting need. It was clear that we could do this kind of essential back- office work more efficiently.”

Business Benefits

  •  Productivity: 10-15% improvement
  • Response times: 15% improvement
  •  Customer Satisfaction: Greatly improved

To support Metric Group’s requirements, mplsystems designed a specialist implementation based on its powerful field service solution. iMobile uses the power of smartphone technology to synchronise data, automate business processes and enable more accurate monitoring and reporting between the mobile field workforce and both front and back- office operations.

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