Snap-on has transformed its field maintenance service with Maxoptra real-time scheduling and routing software. Integrated with Webfleet Solutions provided by FLEETSense, Maxoptra provides Snap-on Diagnostics & Equipment, a division of the company that revolutionised the tool industry nearly 100 years ago, with an end-to-end service management solution.
The dynamic service management software is helping customer service agents plan and communicate around 40,000 visits a year to garages and service workshops across the UK and Ireland.
Operating within strict Service Level Agreements, Snap-on engineers install, service, repair and calibrate equipment used for vehicle diagnostics, air conditioning, tyre balancing and MOT and emission testing.
“Before Maxoptra we had little visibility of our mobile operation,” commented Dave Gisborne, UK Aftercare Manager at Snap-on Diagnostics & Equipment.
“Engineers planned their own schedules and routes and we couldn’t tell our customers when an engineer was coming. As a result, the planning of urgent breakdown calls and ad-hoc visits could be time consuming.”
Prior to the implantation of Maxoptra, each of Snap-on’s forty-one home based engineers would receive their routine call list, via their Mobile Service device, at the start of the week. It was the individual’s responsibility to schedule, route and complete around thirty-five jobs and respond, when required, to ad-hoc breakdown requests.
Customer service agents, operating out of a state-of-the-art control centre in King’s Lynn, could only access an engineer’s current and past locations using Webfleet Solutions. This meant that customer queries asking when an engineer would be onsite couldn’t be easily answered.
The responsive scheduling of urgent breakdown requests could also take multiple calls between the agent, engineer and client.
Using Maxoptra, service agents now have a complete view of each engineer’s schedule. They can instantly see where the engineer is, when they arrive on-site and were they are due next.
Availability for breakdown calls can assessed remotely based on location and current workload and up to eighty percent of breakdown calls are now allocated an ETA at first point of contact.
“Maxoptra has given us visibility of our most important resource – our engineers!” continued Gisborne. “We have reduced the number of calls required to book or confirm an appointment and we are routinely achieving service level metrics to point of fix, not just first touch, of more than 9 out of 10 across the operation. Our customer feedback for breakdown calls is also averaging more than ninety percent.”
ABOUT MAXOPTRA –
Maxoptra delivers cloud-based delivery management and route optimisation solutions that meet the needs of both small and large fleet operators.
Maxoptra has been proven to improve customer service, deliver daily savings and facilitate business growth for big names such as Sofology, JCB and Sharps.
Maxoptra also prides itself on supplying innovative and cost effective solutions to today’s small distribution and service fleet operators running anything from less than five, to 100+ vehicles.
Through its advanced technology and flexible pricing model Maxoptra brings the delivery service benefits, commonly associated with B2C giants, to small and medium B2C and B2B operators.
Your Next Step –
If you’re looking for a solution that gives control, flexibility and ease of use, be that Vehicle Tracking, Telematics or Camera Systems, let’s talk about your business and how we can help.
As independent specialists we work closely with our carefully selected partners and clients to recommend solutions that we are confident will make a tangible difference.
Call us on 0345 459 4998, or email [email protected]
Published in association with our Partners at Maxoptra. All text and image rights acknowledged – 2019