SOMERSET, N.J.-Scantron Services Group said it will use Dynamic Mobile Data Systems Inc.’s MobileDispatch and wireless technology to help it reduce the response time of technicians by as much as 75 percent.
The companies announced the successful completion of a field service enhancement project involving 130 field technicians in which the average one-hour phone response time per call was reduced to 15 minutes.
“This technology has let the field technicians receive new calls within seconds of them being entered in the system, decreasing our response time to our customers dramatically,” said Brian Janning, field support operations senior manager for SGG. “It also enables technicians to communicate to other technicians and their managers very quickly.”
The software allows technicians to receive the same call information via their Research In Motion 950 Wireless Handhelds as they would if they were calling SSG’s Call Center. In addition, technicians can send back the appropriate status information as they respond to the calls. SSG said prior to the MobileDispatch software, all call information and status updates were relayed via telephone.
