CROWN Lifting Equipment is upgrading its maintenance vehicle fleet. An intelligent service management system (iSMS) using wireless, mobile field automation will give the company's service technicians a direct communications link to their respective head offices.
The vehicles will also receive a new logo and colour scheme. The national rollout has begun as the old fleet expires. It is expected to exceed 200 vehicles. The iSMS technology gives service technicians handheld pocket PCs with the software application. Calls are dispatched electronically from the SMS call allocation function.
Service personnel receive full call details on the pocket PCs along with previous call history. Job details and inspection reports are entered on the pocket PC, the customer signs on the device and the complete job is sent back to the Crown branch office for processing. Next call details are available on the pocket PC without the need for a radio voice call between the service technician and dispatch. Paperwork is replaced by electronic forms. Completed service reports are transmitted to the office and processed in minutes and service job reports, inspection reports and invoices can be viewed on the screen or sent to customers via email, fax or print.