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Speedway SuperAmerica Maintenance Application
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Speedway SuperAmerica LLC, operates over 2,300 convenience/gas stores nationwide.
Speedway's 250 field technicians are responsible for store maintenance and often travel to several locations per day to complete their service calls.
All service calls are handled by a central dispatcher who must keep in constant communication with the technician before, during and after each service call to relay dispatch information and collect data on time and materials used during the call.
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The Challenge:
The Speedway SuperAmerica maintenance department is responsible for store maintenance including plumbing, gas pumps, air-conditioning, heating, refrigeration, and signs.
Speedway needed a cost effective and an efficient means to communicate critical messages for priority repairs, field worker availability and dispatched locations with over 250 technicians scattered across the country.
Speedway also wanted to improve their back-office business processes by enabling the technicians to close out a trouble ticket and communicate information on the parts and materials used for each maintenance call.
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The Wireless Solution:
The Speedway Information Technology and Maintenance Department selected Motorola's Pagewriter2000X as the wireless device.
Weblink Wireless and Outr.Net created a wireless application that allowed the technicians and dispatch to transmit critical service call information. Once the call is completed, the technician fills in two screens of prompted information and sends a wireless e-mail back to the central dispatch.
Initially, a sample maintenance application for the PageWriter was loaded onto four demo units and given to Speedway for field-testing. After a successful field test, the application has now been deployed to all 250 technicians.
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Increased customer satisfaction: Speedway has dramatically improved the convenience store's maintenance experience because service calls can be dispatched faster and more accurately to the field technicians.
Reduction in communication costs: Speedway has experienced a reduction in the combined usage of telephones, cellular phones and paging airtime and a reduction in other costs associated with these devices.
Increased service efficiency: Technicians can now handle 10% more service calls per day. This is expected to increase as additional input fields are added to the wireless application and transmitted back to dispatch.
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Footnote: Currently, Speedway is investigating a third party software package that takes the information e-mailed by the technician and automatically populates the corporate database.
Source: Outr.Net and WeblinkWireless (Wade Stevenson)
Questions or comments on this case study? Contact Outr.Net at info@outr.net.
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