2013 Winner Profile

Restaurant Technologies, Inc.

Project Description:
The Field Service Automation Project improves on a former, partially paper-based system for resolving customer problems. Under the old system, when customer care was unable to resolve a caller's problem over the phone, the customer service rep would email information to a service depot. The service manager there would manually schedule technician visits, based on priorities and service-level agreements (SLA). Scheduling was done on spreadsheets and technicians would keep handwritten notes of their visits. Repeat visits were sometimes needed so technicians could return with a needed part. The new system, in use by 200 technicians at 40 locations, gives technicians and field service managers real-time connectivity to customer care via Motorola MC65 handheld devices, connected to the Oracle E-Business Suite and the Astea Alliance scheduling engine. Today, routing and dispatching of technicians is done by algorithm, taking into account priorities, SLAs and geography. As a result, service managers save an average of 16 hours per week on data entry. And "go-back" calls, in which technicians must return to customer sites to resolve an issue, have been reduced by 10 percent. The company estimates first-year savings at over $320,000.
Project type:
Enterprise Resource Planning (ERP), Mobile or Wireless, Supply Chain or Logistics
Business Functions:
Supply Chain or Logistics, Order Processing or Fulfillment, Customer Service or Support
Business Goal:
Operational Impact
Randy Witt, Director of IT
Jeffrey Kiesel, CEO
Mendota Heights, Minn.
Retail, Wholesale or Distribution
Revenue (2012):
$400 million
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