Azzurri saves 280 hours a week with Masternaut innovation
Azzurri Communications is driving customer service with a uniquely combined telematics, fleet management and PDA software solution from Masternaut. Since implementing the system, Azzurri has saved about 40 engineer-hours each day and freed its service desk teams from the task of telephoning engineers simply to locate them and gain job updates.
Azzurri provides around-the-clock voice, data and mobile managed communications services to a wide range of customers, including Dixons Retail, Citizens Advice Bureau, JD Sports, Hanson, Taylor Wimpey, Newcastle City Council and VISA. With Masternaut, Azzurri is able to provide better customer service because each of its eight nationwide service desks has an instant view of engineers out in the field, as well as access to real-time job information.
Masternaut monitors the entire field service fleet and engineers are equipped with HTC PDAs that provide a fully mobile paperless office system. The X Service software presents job and address details and allows customers to sign off completed work. At the touch of a button, Masternaut PDAs provide a detailed record of work with costs to the customer and they send the information seamlessly to the Azzurri Kingfisher back office system.
The PDAs also provide the service engineers with real-time stock management. Those parts fitted by the engineers are recorded and automatically re-ordered, following a real-time search of all the Azzurri logistics centres to identify the required part numbers.
“This in my opinion is one of the few truly paperless systems I know of. It saves a massive amount of time and effort and it is accurate,” says Phil Smith, Systems Developer for Azzurri. “Not only can we see exactly where our engineers are at any one time, they have all the job information they need on the PDA to maximise their productivity. The detailed information they capture following each job is quickly transferred to the back office system, which means we can bill more efficiently and quickly. Archiving is automatic, with all electronic documentation being filed appropriately.”
As well as giving a bird’s eye view of engineers travelling to and working on planned jobs, the system allows the service desk to locate the nearest and most appropriately skilled engineer to respond to emergency calls.
“The system has revolutionised the way we work. We no longer need to make countless phone calls to engineers to find who is available and where they are. Now we can see them onscreen and we can be proactive by getting the engineer to site quickly and keeping our customers informed of progress,” says Phil Smith.
About Azzurri Communications
Azzurri is the UK’s leading independent provider of managed communications services. We help organisations transform ICT into a strategic asset to support growth, enhance agility and efficiency, boost collaboration and deliver competitive advantage. Our flexible, integrated communications services encompass IP and mobile telephony, converged networks, unified communications, contact centres and document solutions.
Masternaut designs and delivers innovative solutions for managing the mobile workforce that enable customers and partners to achieve evolutionary step-changes in their performance and service delivery. Formed through the combination of established telematics providers, Cybit and Masternaut, the new Masternaut boasts the broadest range of telematics products, services and R&D capability in Europe.
The companies represented some of the fastest-growing private technology firms in Europe and were ranked 13th in the Sunday Times International Fast Track, having achieved more than 150% growth in sales during 2007-2010; whilst Masternaut was also featured in the 2007, 2008 and 2009 Sunday Times Tech Track 100, and was also recognised on the Deloitte Fast 500 EMEA in 2009.
Masternaut has more than 550 employees and 10,000 customers across Europe and has been recognised by Berg Insight as Europe’s largest telematics provider.
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