19 Jan New Field Service Engineer Service Software
Hampshire based Air Compressor specialists Airia Compressed Air Solutions has rolled out Protean Software Mobile Workforce Management Technology across its operation. Based out of Romsey for over 9 years, the company sells, maintains & installs Compressed Air Solutions for major manufacturing clients all over the Southern UK Region.
The company switched from a contract management software system to Protean’s All-in-one, Paperless server based system that combines back-office CRM (Customer Relationship Management), Job Planning and Scheduling and a Mobile App for engineers and real-time tracking of vehicles.
Airia Director Andrew Drummond scoured the market for a technology solution that would take the business paperless and provide real-time visibility across the operation.
“As our business grew, planning and scheduling work became increasingly challenging and at times it was difficult to keep track of when things were due. We looked at various systems but couldn’t find anything that was the right fit. Then we discovered Protean; it was as if I had written the software myself. It ticked all the boxes, and the PDA/Mobile App Technology was unlike anything we’d seen before,” said Andy.
Airia Compressed Air Solutions are using a specific version of the Protean Software system that allows back-office users to plan, manage, schedule and track work effectively including planned maintenance and urgent reactive work. In the back-office, the system is enabling planners to respond faster to customers and is intelligently allocating work orders based on real-time engineer availability, skills, live location and parts stock. This is significantly increasing productivity; minimising customer wait time and driving first time fix at competitive cost for clients. The integrated CRM is also providing customers with a joined-up experience, thanks to automated job booking confirmations, service reminders, ETA updates on the day of service and instant access to job-cards and reports instantly after work has been completed.
Director Andy Drummond said, “Customers now expect real-time information as standard. Our back-office team were inundated with calls from clients wanting to check the status of an order or service. This led to multiple phone calls to engineers out in the field. Protean has empowered the team with real-time information. Our use of the system has been key to winning a number of new contracts. Without the system, we’d need more administrators in the back-office, so from a commercial perspective, the technology is adding real-value for us. For me as a Director, I have the confidence that we have a robust system in place to ensure we maintain our reputation for customer excellence.”
Airia’s service engineers benefit from an easy to use Android mobile app. They start their day by completing an electronic timesheet, before instantly accessing job information. On arrival, the app guides them step by step through health & safety and job-specific workflows. Proof-of-service is instantly relayed to the back office and the system generates fully branded job-cards that are automatically shared via the customer’s email.