Mobile Data Passes The Test

A new mobile data interface is enabling Sysmex UK, the country's number one supplier of haematology testing equipment, to improve customer service while at the same time achieving major cost efficiencies.

With a team of 11 field service engineers responsible for looking after equipment at a wide range of hospitals, laboratories and veterinary clinics, the company needs to ensure they have the latest information available at their fingertips.

Already an established customer of Interchange Group, specialists in mobile communications for field service, the Sysmex team wanted to maximise information sharing between its Cognito mobile units and its existing Interchange service solution.

By implementing Interchange's Mobile Data Interface Module, the company has not only speeded up its response times, but also enables its engineers to have much more flexibility of information.

Sysmex's Colin Hall said:  "The benefits are considerable, but most importantly, we now have constant communications with our engineers on site and can know at any one time exactly where they are with a job.

"We've been able to reduce the workload on our admin staff because engineers can now input the relevant information into the system while they are still on site. This then automatically comes back to us for review and we can close the call at the push of a button.

Previously, information could only be inputted directly into the existing software system at head office, with engineers having to call in and relay job details to admin staff who would type the information into the system.

In addition, as workload priorities change during the day, the interface enables Sysmex to re-direct engineers to different jobs and automatically forward the information they need to deal with problems when they arrive.

Hall added:  "With 90% of all calls we look to have someone on site within four and a half hours, so the ability to have a more flexible mobile workforce is very important. 

"This has been very successful, the engineers find they can receive and forward information much more efficiently and, as a company, we can provide an improved service to our customers."

A subsidiary of Sysmex Corporation, Sysmex UK has been based in Milton Keynes for the last 10 years. With a turnover of some £11.5 million, the company now employs more than 60 people.