PDA's – Revolutionising the way we serve you |
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The recent introduction of Personal Digital Assistants (PDAs) into Heidelberg’s service business is having a positive impact on our customers and also our employees.
In the past, all job details were recorded manually on ‘job-sheets’ which were in turn delivered to the administration team who would load the details into our SAP MIS. This was a time-consuming process which had far-reaching implications.
The ‘close-off cycle’ for jobs was dependant upon the ‘job-sheets’ being delivered to administration as soon as possible. Overtime and expense reimbursement had to be calculated manually which was labour intensive and was prone to payment delays.
In the PDA world we now have, we are spending less time maintaining job records and have reduced our administration workload in this area by a third due to the reduction in processing work.
Our close off time for jobs is currently sitting at 72 hours and we are confident this will improve further in the next two to three months as we really come to grips with the power of the PDAs. This benefits our customer’s accounting processes as the time between the work being done and the invoice arriving is much reduced and costs can be taken up immediately
Utilising the PDAs in conjunction with our electronic Planning Table means we have full visibility of our technicians and what jobs we need them to do next. We no longer experience double bookings with the shift from manual to automated scheduling systems and the tool helps us get the right techincian to the right job as quickly as possible.
PDAs have allowed us to implement a ‘Dynamic Scheduling’ process where each technician is given only one job at a time and when they have completed that job they are then given their next job via the PDA software downloaded, using wireless services. This allows us the flexibility to deal with any urgent or priority calls that come up as they happen.
PDAs have also reduced the number of inbound calls handled by our service team. The reduction in incoming phone calls from our technicians has meant that we have been able to focus our Resource Co-ordinators on managing the allocation of technicians to customer jobs. As a result they are able to spend more time in contact with customers than before, helping with fault finding and juggling priorities to suit the workload.
PDAs have revolutionised the way we service our customers, and the benefits are being noticed across the market. With less paperwork to do we are more in touch with our customers, confirming Heidelberg as not only the technology leader in the products we offer, but also in our support network with our behind-the-scenes innovations.
Further Information:
Graeme Casey - Customer Support Manager, NZ.
Tel. +64 9573 6888
Glenn Flower - Customer Support Manager, NR.
Tel. 1300 135 135
Damien Fitzpatrick - Customer Support Manager, SR.
Tel. 1300 135 135
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Systemservice
Heidelberg offers solutions for the print media industry. Cutting-edge technology and comprehensive services ideally complement one another worldwide.
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