Whats New!
MiX Telematics assists Scania Assistance enhance its service
09 June 2009
Scania OnScene combines messaging, job scheduling and reporting, vehicle tracking, navigation, signature capture and voice calls into a fully mobile single system which has been fully integrated into Scania Assistance's workflow processes. The system includes a hand-held PDA for technicians and a PC-based reporting suite for use by Scania Assistance staff.
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Scania OnScene allows Scania Assistance to contact Scania's mobile service technicians directly to enquire as to whether they are in a position to accept a job.
The technician responds by way of the PDA's touch-screen and, if the job is accepted, keys in the expected time of arrival. Scania Assistance then informs the customer and, if their driver has logged a contact phone number, the system automatically texts him or her with the information.
The PDA is used again to report when the technician's arrival at the scene and the estimated time of repair. The system requires the technician to conduct a risk-assessment before starting work and prompts to ensure there is sufficient guarantee-of-payment to cover the job.
Should a temporary repair be effected, the technician logs it and advises the driver, who is required to sign the PDA to confirm he/she has been advised. The final stage in the process is when the technician reports in that the job has been completed. |
"Scania OnScene represents a major step forward in the service we provide to transport operators as well as delivering significant benefits to Scania Assistance as well," comments Paul Frost, Customer Support Manager for Scania (Great Britain) Limited.
"In particular, MiX Telematics has developed the system to facilitate better communication between us and our customers while also enabling us to work in a far more efficient manner. For example, we are now able to identify and communicate with the nearest technician to a particular job rather than having to relay messages via their dealership. Also, arrival-on-scene being confirmed by a tap of the screen improves upon our previous system, which required the technician to call in to Scania Assistance. As breakdown calls always take priority, this could mean technicians having to wait to report their arrival whereas now they can be getting on with the job instead. As well as speeding up our workflow, this also has obvious safety advantages as the overall time on scene will be reduced.
"A further benefit is that as a fully-integrated part of our service process, the system has scope for further development. For example, we are now looking at incorporating onboard printers which will allow technicians give drivers reports of work carried out on their vehicle at the roadside."
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