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SERVICELINE NEWS

Serviceline goes digital

Becoming a “Now” business

What does it mean to Serviceline staff?

In this digital age of Google and i-phones, there’s pressure to have everything “now”. Not only does this mean quicker communications, but also supplying goods, services, and solutions more quickly. Customers
increasingly want a quick fix, for their broken equipment or for their neglected kitchen – so we’re leading our market place in going digital.

In communications, we’ve installed Multi-Media, so customers can access us through Web Chat, by phone, e mail and fax. Our home-grown program called “Robot” searches our data bases every night to produce Crystal reports to e mail automatically to customers and staff. Another home-grown Web-based program, MyServiceline, is an on-line communications tool set to revolutionise service for our contract customers.
Then there’s Tom Tom which sends job information from Solarvista to our Service Engineers’ vehicles; and the Anoto digital pen which sends the FSR’s back via Blue Tooth to be processed and filed automatically in Docuware. We order and track spares shipments on-line, and for more than a dozen customers, we complete their job information on-line too.

Next year, we’ll embark on electronic preventative maintenance data, replacing the printed sheets with an i-device. And we’ll send job summaries via TomTom to keep everyone up to date. There will be a new “MyServiceline” for non-contract customers, and we’re going to try to be rid of the dreaded log sheet, at last!

“Leading the market means not only having the best technical skills of any service workforce in the country, it also means demonstrating this through our knowledge and our commitment; and in communications, and efficiency, and – yes – being as quick as we can about it! We are fast becoming a “Now” business, and the pace of change in 2012 will be even quicker, that’s a promise.”
Steve Elliott, Managing Director, Serviceline

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