Mobile devices boost Kwik-Fit's efficiency drive

Car repair and servicing firm Kwik-Fit has rolled out mobile devices to the 200 field staff in its tyre service to improve...

Car repair and servicing firm Kwik-Fit has rolled out mobile devices to the 200 field staff in its tyre service to improve operational efficiencies and gain a real-time view of its mobile workforce.

The firm issued the ruggedised Intermec 720 notepads, which run a bespoke mobile field service management application from software firm ControlForce, following a three-month pilot. The notepads operate on Kwik-fit's existing Transcomm Mobitex wireless data network.

Customer requests are handled by staff based in control centres in the company's six geographical regions who then assign and schedule tasks to field workers via their handhelds. The controllers also receive customer payment details via the system and can inform fitters of the location of the nearest Kwik-Fit depot to collect parts.

The fitters' job sheets, which form the basis of the customer invoice,  are now completed by the employee on the mobile application as they complete a job, helping to improve accuracy and reduce customer queries, said Ann Shankland, managing director of Kwik-Fit Mobile.

"We are experiencing a substantial reduction in the number of invoice rejections from customers and improved turnaround times for jobs, with less going back and forth between the fitters and controllers," she said.

"With the ability to schedule and plan in real time, controllers are able to operate much more effectively and in turn manage more vans as our business continues to grow."

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