Powertech System Integrators (PTSI), a subsidiary of Powertech and the JSE-listed Altron Group, has successfully implemented its technician based mobility solution within Altech Netstar.
The roll-out of this service-delivery empowerment tool has assisted Altech Netstar in effectively scheduling tracking unit repairs and installations; enhancing job efficiency and productivity.
PTSI’s ClickSoftware scheduling functionality dispatches consumer call-out requests (collated by Altech Netstar’s CRM system) to a company technician’s mobile device. ClickSoftware then ensures that jobs are allocated and tracked accordingly, based on geographical and time limitation parameters. Altech Netstar is also able to monitor technician movement in real time on a location screen.
The system allows technicians to manually input the progress of each task until the job is completed and a closed ticket and client signature is sent back and recorded so billing procedures can be implemented. Security is prioritised as communication is facilitated through an APN SIM card on a company issued device, requiring multiple authentication steps before access is granted.
“PTSI has localised a world class solution, ClickSoftware, to address South African challenges in workforce management,” says Francois Blignaut, GM: Mobility, GIS and ADMS at PTSI. This is another positive step in smart mobility and the creation of smart cities through machine-to-machine (M2M) capability.
The next phase of the project could see the solution becoming fully automated, utilising customer portals through which clients can conveniently select time slots with associated pricing, and receive feedback on how a particular job is progressing.
“PTSI’s solution has truly achieved what it set out to do,” adds Ralph Josling, GM: Technical Services at Altech Netstar. “As more jobs can be seamlessly allocated to technicians on a daily basis, we will soon exceed our previous order handling capability; boosting ROI and reducing costs. ClickSoftware also keeps an accurate record of customer and job information, allowing for effective data analysis and product and service monitoring.”
The solution can be adapted to a variety of sectors, from telecoms, water and power utilities, to mining and commercial companies. Municipalities will, for example, be able to schedule call outs more effectively; passing relevant information on to both technicians and customers so that electricity and water issues can be solved timeously and efficiently.