PDA's – Revolutionising the way we serve you
The recent introduction of Personal Digital Assistants (PDAs) into
Heidelberg's service business is having a positive impact on our
customers and also our employees.
In the past, all job details were recorded manually on
'job-sheets' which were in turn delivered to the administration
team who would load the details into our SAP MIS. This was a
time-consuming process which had far-reaching implications.
The 'close-off cycle' for jobs was dependant upon the
'job-sheets' being delivered to administration as soon as possible.
Overtime and expense reimbursement had to be calculated manually
which was labour intensive and was prone to payment delays.
In the PDA world we now have, we are spending less time
maintaining job records and have reduced our administration
workload in this area by a third due to the reduction in processing
Our close off time for jobs is currently sitting at 72 hours
and we are confident this will improve further in the next two to
three months as we really come to grips with the power of the PDAs.
This benefits our customer's accounting processes as the time
between the work being done and the invoice arriving is much
reduced and costs can be taken up immediately
Utilising the PDAs in conjunction with our electronic
Planning Table means we have full visibility of our technicians and
what jobs we need them to do next. We no longer experience double
bookings with the shift from manual to automated scheduling systems
and the tool helps us get the right techincian to the right job as
quickly as possible.
PDAs have allowed us to implement a 'Dynamic Scheduling'
process where each technician is given only one job at a time and
when they have completed that job they are then given their next
job via the PDA software downloaded, using wireless services. This
allows us the flexibility to deal with any urgent or priority calls
that come up as they happen.
PDAs have also reduced the number of inbound calls handled by
our service team. The reduction in incoming phone calls from our
technicians has meant that we have been able to focus our Resource
Co-ordinators on managing the allocation of technicians to customer
jobs. As a result they are able to spend more time in contact with
customers than before, helping with fault finding and juggling
priorities to suit the workload.
PDAs have revolutionised the way we service our customers,
and the benefits are being noticed across the market. With less
paperwork to do we are more in touch with our customers, confirming
Heidelberg as not only the technology leader in the products we
offer, but also in our support network with our behind-the-scenes
Graeme Casey - Customer Support Manager, NZ.
Tel. +64 9573 6888
Glenn Flower - Customer Support Manager, NR.
Tel. 1300 135 135
Damien Fitzpatrick - Customer Support Manager, SR.
Tel. 1300 135 135
Heidelberg offers solutions for the print media industry.
Cutting-edge technology and comprehensive services ideally
complement one another worldwide. More