Innovating the Field

In 2006, Danka leadership made the decision to update the company’s service management solution, which was largely based around a self-service interactive voice response (IVR) system. After engaging with multiple vendors, Michael Calcinari, VP of service planning and support, impressed with Astea’s edication to identifying and supporting each customer’s specific day-to-day processes and requirements, chose Astea’s FieldCentrix FX Mobile®, a workflow software for automating field service processes. With FX Mobile, field service personnel can receive work orders electronically, access real-time parts information and other backend data, digitally collect customer signatures and continue working regardless of wireless coverage.

Now, nearly one year after signing with Astea, Danka is completing the final phase of technician training in what has been a well-received national rollout to 1,000-plus field workers. Danka ESP has further refined the company’s already impressive technician-to-dispatcher ratio of 200 to 1; improved real-time visibility to its parts inventory; increased the number of work orders completed daily; delivered measurable cost savings; led to the signing of additional customers and improved retention; and, perhaps most important of all to Calcinari, enhanced Danka’s brand value and professional standing as an industry leader.

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