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Investment in new smart mobile technology pays off for Kings Security Systems with improved productivity and service levels and elimination of over half a million paper records.

Kings Security Systems, the large Bradford-based independent national security services provider, has boosted efficiency and performance of its field service technicians by deploying Field Link, the scheduling and mobile workforce management technology from mobile network operator EE which incorporates Aeromark's Optimatics technology.

Kings has increased the productivity of its 300 field-based service engineers by 25%, improved customer service levels by 30% and  replaced over half a million paper records with automated electronic documentation.

The company had already been using automated scheduling and mobile applications for over 5 years, but in January 2014, it decided to investigate what improvements could be gained by using the next generation of technology.
After a comprehensive selection process to upgrade its existing systems and improve performance, Kings chose EE Field Link, powered by Aeromark's Optimatics mobile workflow management solution, to replace a number of legacy systems used by its field service division.

Kings’ Engineers cover a wide geographic area, and the reach and reliability of EE’s mobile network combined with the offline capabilities of the Mobile app ensures total system availability. EE Field Link provides Kings with a single platform for dynamic real-time job scheduling, integrated mobile workflows, vehicle tracking and seamless integration with engineers’ devices. This system allows planners central visibility of engineers and jobs, meaning planners can manage the workforce quickly and efficiently. The system shows how many jobs are outstanding and closed, allowing greater visibility and helping Kings to keep its service level agreements with their customers.

Previously, King’s workforce was managed using a variety of solutions from different providers that proved unreliable, and prevented planners having full control over outstanding jobs and locations. The smart mobile technology provides a comprehensive solution that not only integrated with Kings’ existing business processes, but also allowed Kings to launch new processes and features that were previously undeliverable using the old systems.

"Before we started using the Field Link solution from EE and Aeromark, we had a similar system for dispatching calls electronically to engineers’ PDAs. However, Field Link has completely changed the way we work in that we can now see outstanding jobs at the site, or within a radius, improving our planning and boosting efficiency as we deliver an excellent service to our customers." Said Kerrell Cronly, Service Manager at Kings.

 

Within 3 months, Field Link has already helped reduce operational costs and enabled a quicker service delivery. "Since we have been using Field Link, we have seen an increase of over 1 job a day per engineer and a 30% increase in SLAs which is not a result of working longer but by working smarter," said Kerrell.

Steve Evans, Chief Operating Director at Kings said; "Our investment in this new technology was an essential part of our strategic plan. It will enable us to grow significantly with automated and streamlined processes that ensure the service we offer to our customers and our cost base are fully optimised. As a result of the success that the system has delivered for our service division, we have already rolled out the solution to all other divisions within the business."

Anthony King, Chief Executive Officer at Kings said; "EE and Aeromark have a unique technology and agile approach which not only delivered in the agreed timescales and costs but the results exceeded our expectations. That’s almost unheard of with large IT projects and credit goes to the combined team at EE, Aeromark and Kings who have dedicated their time to this project."

 

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