A customer calls in to report a broken air conditioning unit in a factory. The HVAC (heating ventilation and air conditioning) service company enters the details of the call into their work order management application. This application, which is also integrated with a CMMS (computer managed maintenance system) and a GIS (geospatial information system) enables the dispatcher to quickly see that there are other units close by that are due for service under existing service contracts. As a result, the work order that is wirelessly dispatched to the service technician will include not only the unit needing repair, but all the other units near by that require their regular services under contract.
Let’s pause a moment and consider the implications of the above scenario. A need for a customer’s equipment repair generates a work order that is wirelessly dispatched to the service technician. While at the job site, the service technician can service other equipment that is under contract and save time and fuel costs. In other words, make the visit much more profitable.
Let’s look at the systems involved. The work order dispatch system creates a service ticket number, but then pauses to query the CMMS application to see if there are any additional services that are under contract at that location and can be completed at while at that location. Next, the work order management system can query the GIS application to see if there are any other units of equipment in the area under contract, perhaps a different customer, that can be serviced. The GIS application is looking at the GPS coordinates of geotagged equipment. Once all of the information is aggregated, it can be included in one dispatch and wirelessly sent to the rugged handheld that the service technician carries.
The workflow and process described above can make all the difference between a profit and a loss on that visit. It maximizes the efficiency and profitability of the service call.
For a related article on geotagging equipment for Asset Tracking and Management please see this article.