M2 Reduces Engineer Call Outs and Associated Running Costs by 15% Leading independent managed print IT service company, M2, helps organisations to control and reduce the total cost of ownership of their IT and o�ce printing infrastructure.
Challenges
M2 has a large estate of managed printers, which are installed throughout the UK, is a national mobile engineering team; including a team of ‘walkers’ who cover London on foot.
However despite having remote monitoring for its printers M2 had to rely on heavily manual processes to track, schedule or close o� jobs with its engineers. “Our call dispatch process was manual and our engineers used to have to call into our customer services team to close o� a job and get their next one. The engineers used to write notes on pieces of paper and look up addresses using Google Maps. It wasn’t very e�cient,” stated Melanie Ganley, customer service manager at M2. “The whole telephone based process was really ine�cient. It meant that we had minimal visibility of where our engineers were or who was best placed, with the right skills and parts, to manage the next call out to ensure we could meet our SLA,” Ganley continued.
Solution & Beni�ts
After careful consideration Aeromark’s Optimatics was chosen for a tracking and workforce management system, as it could be built around M2’s business. It integrated easily with M2’s operational systems and as it is modular it could be rolled out at M2’s own pace. M2 also liked having the ability to create its own mobile forms to drive the business work�ows.
Following the Optimatics deployment, M2 now has much better visibility of its workforce, its �eet and its e�ciency which has given immediate bene�ts. These include: a reduction in fuel cost; improved travel time; enhanced communication with the engineers; better allocation of engineer to job and removal of a number of manual engineering tasks, all resulting in greater productivity and ultimately a better customer experience.
M2 is now looking at deploying Optimatics’ map based workforce scheduling to reduce monthly mileage further whilst increasing the number of customer site visits each engineer makes per day.
“Since deploying Aeromark’s solution we’ve seen a 50% reduction in the number of inbound calls to our customer services team. This has allowed us to retrain and skill up our customer services team so that they are now able to �x 15% of the problems over the phone without the need to send an engineer to site. The 15% phone based �rst time �x rate has also resulted in 15% fewer site visits which has enabled M2 to decrease the running costs of its engineering �eet by 15% in line with this,” Ganley concluded.
Industry SectorService and Maintenance
Key DriversHelp organisations to control and reduce the total cost of ownership of their IT and o�ce printing infrastructure
Summary of Bene�tsMaximise visibility
Improve customer service
Enhanced communiaction with engineers
Reduced fuel cost by improving travel time
Improved allocation of job to suitable engineer
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Optimatics - Smarter Mobile Workforce Management
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