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 | | The forerunner to Haakon Industries was formed in the 1950s as a sheet metal contractor in New Westminster. The present ownership assumed control in the early 1980's and began a transition to the design and manufacture of custom air handling equipment. At about the same time a new service division was started to maintain, service and install Heating, Ventilating and Air Conditioning (H.V.A.C.) systems. The Service Division currently has mechanics operating in the Lower Mainland and in Whistler, British Columbia. | | | "Prior to 2003, Haakon's Service Division operating information was spread among several systems, both electronic and paper. A tremendous amount of time was spent duplicating data entry among these systems." said Jack Hole, Haakon's Operation Manager. "The manual data entry of mechanic's hand written field reports into a database program for invoicing and equipment records was particularly cumbersome and time-consuming. In addition, service information was only available to field mechanics and customers by calling Haakon's office. The existing processes were too labour intensive, did not produce real-time information and rendered an invoicing and reporting turnaround time of up to 4 to 5 weeks."
To improve the situation, Haakon's management sought to provide customers, field service staff and service coordinators with integrated real-time wireless call management information.
Specific goals were defined:
- Wherever possible, reduce or eliminate all delays in the chain of events from receiving a customer request to completing the request and invoicing for the work performed.
- During the processing of a request, ensure that each step will be performed by the most knowledgeable, most effective, and most efficient person.
- Keep all parties informed in real-time on call status, call details, including detailed equipment history. Haakon management, customers, service coordinators, and field staff will have access to detailed real-time information via standard PC web browsers and via wireless handheld devices.
- Implement a system that is highly reliable, requires minimal capital investment, and uses off-the-shelf equipment.
| | | Jack Hole evaluated the wireless field management systems that were available on the market and determined none met Haakon's needs. Discussions were initiated with Ucora Corporation, a business software systems firm, on implementing a web-based real-time data system that would allow field data entry and retrieval through handheld wireless devices. Ucora had extensive experience implementing work flow information systems and had developed ServAce™;, a wireless software system which could be configured for Haakon's specific needs. ServAce™; is a highly configurable, cross-industry call management system designed to serve small to medium enterprise (SME) mobile sales and service fleets.
After performing field trials with various off-the-shelf wireless devices, Haakon's mechanics selected the BlackBerry for its portability, durability, ease of use, and its low cost.
In the first phase, ServAce™; was to be configured for use by the mechanics, service coordinators, and Haakon management, on BlackBerries and on standard PC web browsers. Later, after successfully integrating phase one, the ServAce™; customer module would be configured and implemented.
| | | "Initially, the communication functions coupled with the information that was being gathered through ServAce™; drastically sped up the transfer of information between field staff and the office," said Jack Hole. "The new technology, and real-time nature of the information being gathered, triggered many positive changes and suggestions from staff. Many of these suggestions were implemented by Ucora in subsequent ServAce™; releases."
With the implementation of the customer module, Hole knew that Haakon was on the right track. "ServAce™;'s biggest impact came with the addition of the customer module which provided 24 hour client access, ensured timely field reporting, and gave mechanics the ability to create and send repair quotes directly to customers. With these three features we had truly made the transition to real-time."
- Quotation approval rates increased due to quick and relevant information provided direct from mechanic to the customer and by allowing the customer to make an immediate decision online at the time the quote is received. In addition, staff have more time to follow up on recommended repairs.
- Invoice and reporting times were reduced by up to 90%.
- Service response times and service quality improved.
- Business increased due to customer's satisfaction with the unique, real-time information available through ServAce™;.
- Customer efficiency increased through automatic emailing, short messaging, and faxing of field reports upon completion of service calls; thereby avoiding phone calls to the office to check on status.
- Customers do not have to wait on the phone to talk to a service coordinator since they can now send service requests via the website or via wireless devices.
- Customer efficiency was further improved by checking on outstanding recommendations and other aspects of the HVAC information online without having to contact the office.
- Direct communications between client and mechanic through ServAce™; provides quicker and more accurate answers to service related questions and increased customer loyalty.
- Callbacks were reduced by field staff reviewing equipment history on site, and by customers and service coordinators providing clear written instructions.
- Employee satisfaction increased and recruitment has become easier. Current and potential employees see the level of professionalism and autonomy ServAce™; facilitates. Haakon has a reputation for being an attractive company to work for.
- Increased operating efficiency allows more time for Haakon's principals to expand the existing business.
| | - Mike King, Maintenance and Operations, Whistler Blackcomb
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