The web-based system provides complete real-time visibility of service engineers who are working across the UK, servicing equipment and responding to breakdowns. By using Masternaut, Finning can offer enhanced customer service and gain significant efficiency benefits.
鈥淭he Masternaut system helps us to respond to customers. It allows us to find the closest engineer and send them to customer鈥檚 site; it even allows us to give the engineer precise directions to the customer鈥檚 address. If there is a problem on the road, we can alert the driver and offer an alternative route to the customer. We can also give customers accurate ETAs; this helps us to be proactive and deliver better service,鈥� says Rachel Collins, Business Support Analyst, Finning.
鈥淭he system helps us to keep engineers within their operating regions, so that we can prevent them from crossing over into other engineers鈥� territories. We know their precise time of arrival on site, the length of time they spend attending to jobs and the time they leave. This also helps streamline our customer billing and resolves invoice disputes, as we have exact details for each job,鈥� she adds.
The vehicle tracking system enhances safety for the field service team, helping managers to monitor lone workers and also improve driving behaviour using Masternaut GreenerFleet. This environmental monitoring tool also has the benefit of helping to reduce fuel usage and gain more miles per gallon.
鈥淢asternaut gives security for our engineers, who are working in all kinds of locations and conditions, at all times of the day. It鈥檚 a 24/7 system that provides a clear view of where they are at any time. The GreenerFleet addition to the system is useful in providing precise details of speed and fuel usage. We can use it to encourage more environmentally favourable and safer driving, which also benefits our fleet running costs,鈥� says Rachel Collins
Finning began trialling the system three years ago and is continuing to add the system to more vehicles.
鈥淲ith Masternaut we get full visibility of the fleet, better use of our vehicle and service team resources and the detailed reports functions help with managing our KPIs. In all, it is a very useful field service management tool,鈥� concludes Rachel Collins.
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