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Study links high customer satisfaction with service providers who fix it on the first visit

A  study commissioned by Trimble as part of awareness for National Customer Service Week in the UK,  finds field service organisations need to become more efficient, develop better time-saving approaches and fix a problem on the first visit in order to meet customer expectations.

The study, which surveyed 2,000 adults in the UK, revealed that over half (52 per cent) considered fixing the problem on the first visit to be the leading factor in determining their satisfaction. Yet, one in four participants reported that a return visit was required. The most common reason for a return visit was that the technician lacked the appropriate tools or parts (40 per cent), while the technician lacking the appropriate skills was also revealed as a top factor (27 per cent).

"Clearly, operating a skilled and efficient mobile workforce is critical to meeting customer expectations. To achieve that, organisations need real-time access to information about the performance of workers in the field," said John Cameron, general manager of Trimble's Field Service Management Division.

"Technology is available that provides technicians with the visibility they need to get to the right place at the right time with the information they need to do their job correctly the first time," Cameron added. "Customer expectations are only going to increase, so having the infrastructure in place to meet and exceed these expectations is critical to keeping customers happy."

Respondents also are not happy with wait times. More than 50 per cent considered 1-3 hours an acceptable appointment window, yet few had experienced this, with 32 per cent reporting wait times between 4-9 hours. 40 per cent of consumers claimed their biggest frustration with using a service provider was long appointment slots.

 

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Light Commercial Vehicles (LCVs) are the lifeblood of the UK economy - it's a sentiment we hear quoted all the time, and while their professional use and maintenance is very important, it's something that many companies neglect. John Mills, Head of Mobile Workforce Telematics for Microlise, wants that to change.

The number of vans registered in the first quarter of 2015 was up 23% on the same quarter in 2014, at 98,000. According to the Department for Transport the last twenty seven months have seen sustained year-on-year growth -  exceeding that of cars. The Freight Transport Association (FTA) estimates that there are over 3.4 million van drivers on the roads.

It’s clear that LCV drivers and fleet managers have found themselves at the epicentre of a seismic shift in consumer behaviour. Many organisations are now engaging with their customers through home visits and deliveries. Historically, however, driving has been a necessary but often overlooked secondary part of the job for field service engineers and LCV drivers.

This means that significant financial savings and improvements in fuel economy, environmental impact and safety are sometimes overlooked - but they are very much there for the taking. Giving the professional the tools to do the job is an important first step in identifying and taking appropriate action to realise the potential financial and customer experience benefits.

Giving the professional the right tools

During the  2015 Open golf tournament at St Andrews, Irish amateur Paul Dunne came within a whisker of becoming the first non-professional to win in more than 80 years. The truth is, he was about as likely to win as a field service engineer with no training or telematics analysis tools is to drive in an economical, low environmental impact and safe way.

It might work but certainly wouldn’t perform in the way it should. It would be inefficient, unpredictable and downright dangerous (I have experience…). Engineers go on training courses for all types of equipment from simple tools to complex installations. But we then  hand them a key to the van and say ‘on your way’ and hope for the best. The lucky ones also get training and coaching on driving style and risk minimisation. The unlucky ones can’t hope to match their colleagues who are using the latest technologies to track and improve their driving behaviour.

 

Delivering the benefit

So, the first step for LCV fleet operators and field service operatives is to appreciate what an important element driving is of the job - too often, it is seen as secondary. Once driving skills are recognised as essential, driver performance can be given the status it deserves, and the latest tools put  in place to realise tangible benefits.

It’s been a long time since a non-professional won the St Andrews Golf Open, and though Dunne came close this year, the professionals have won every single one since 1930. Going pro can clearly provide immediate and fast improvements in the LCV fleet context too. Savings vastly greater than the million pound winnings of the St Andrews Open are up for grabs given the right solution and team motivation.

 

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Try it for yourself

This Autumn we will be hosting our Field Service Conference at the fantastic MIRA facilities near Coventry. This year's theme is Driver Engagement. The packed event will give delegates the opportunity to not only hear from industry leading speakers and practitioners, but also to get first-hand experience of driving on timed city courses and other handling tracks at the MIRA proving ground whilst interacting with our driver engagement solutions.

Join us there: Click here to claim your free place

 

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The Internet of Things is predicted to have a huge impact on customer service. In this article,  Paul White, CEO mplsystems, identifies the top three changes he expects to occur.

The Internet of Things (IoT) is a network of physical objects embedded with electronics, software and connectivity that are able to be controlled remotely with the ability to transfer data over a network without requiring human-to-human or human-to-computer interaction.

Gartner have predicted that three years from now, 5% of customer service cases will be autonomously initiated by connected devices as more objects connect to the internet. This is supported by Nicola Millard, Head of Futures and Insight at BT, who recently commented at mplsystems’ customer conference, “I think a lot of the technologies we are starting to see like the Internet of Things could be used more proactively with the contact centre so it becomes more in charge of demand rather than just responding passively to it.”

The IoT introduces opportunities, but how will it really change to the day to day running of the contact centre and the role of the agent?

1. The contact centre will start delivering proactive rather than reactive customer service

Our number one prediction for the Internet of Things is that it will transform the contact centre from a reactive inbound customer service centre to a proactive outbound service. This will be achieved by devices being able to self-diagnose problems and immediately alert the contact centre of the issue, often before the customer realises. The integrated system will automatically trigger an outbound call to be delivered to the agent desktop who will then offer proactive customer service, rather than waiting for the product to fail and the customer make an inbound enquiry.

For example, washing machines will be able to self-diagnose problems and notify the manufacturer when a part needs replacing, the contact centre is then able to make a call to the customer to notify them and fix the device before a more serious problem can occur, significantly improving the customer experience.

 

Alternatively, products that needs refills, such as drinks dispensers, will be able to send a notification straight to a field based workers mobile device, who can then add this to their list of jobs and deliver with their boot stock. This means that they will never need to alert the contact centre, alleviating the number of calls and requests they are having to deal with.

2. The role of the contact centre agent will become more specialised and they will be better prepared

As a result of devices detecting and alerting the contact centre of problems, the contact centres agents will transition from receiving high levels of inbound, reactive customer requests to delivering an outbound proactive service. This will result in the agent’s role transitioning from a generic customer service role to a specialist in a specific product or problem type. Agents are going to need to know about the faults that are being alerted in the contact centre as they will often be more informed about the issue than the customer and will need to convey this information. At the point of engagement, they will not just be aware of the issue but will have remedies in place and may even have started applying them to resolve the problem. From a business perspective, the level of customer service is greatly increased, agents are more knowledgeable and productive and the business should experience cost savings through a more streamlined, proactive way of working.

3. Masses of new data will help to improve the customer experience

The Internet of Things will bring with it a whole new explosion of data that, if managed correctly, can be of enormous value to the contact centre and customer experience delivery. Contact centres will be able to gain more control of customer service by the Internet of Things providing them with new streams of information that is integrated in to their existing infrastructure. Customers will not have to wait in long queues, go through time-consuming security questions or try to explain complex faults, as agents are presented with all the information they need from multiple sources of data.

 

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A new conference, organised by telematics platform provider Microlise, aimed squarely at field service and van fleet managers is to focus on all aspects of driver engagement. Field Service News is pleased to be a sponsor for the event.

The inaugural Microlise Field Service & Fleet Conference 2015 is to take place on 4 November at the MIRA Proving Ground in Warwickshire. Speakers from BskyB, FTA Van Excellence, the DVSA and the Central Motorway Police Group are confirmed to speak. 

The conference will be interactive, with delegates learning about new technologies and how new techniques, such as gamification, are improving service levels, safety and reducing the environmental impact and operating costs of their fleets.

In the afternoon, former Top Gear “Stig” Ben Collins will host a workshop in which he will share his driving knowledge. Delegates will also have the opportunity to be put in their drivers’ shoes by taking to the MIRA City Course in a Light Commercial Vehicle (LCV) fitted with the latest telematics technology.

“Vans are essential to the economy with one in ten vehicles on the roads now an LCV. But van drivers often see driving as a secondary part of their job with the primary role often being the service which they are delivering to customers. There is scope for vast improvements to be made by engaging with drivers more effectively. With this event, we will cover the topic from multiple perspectives,” said John Mills, Head of Workforce Telematics at Microlise.

During the day attendees will get the chance to drive MIRA’s City Circuit which is designed with an extensive network of roads, traffic islands and controlled intersections to replicate most urban driving environments. Additionally, workshops will focus on what the field service sector can learn from the haulage industry and driver performance management and engagement. All delegates will get the chance to participate in all four workshop sessions.

Throughout the day attendees will be asked about different aspects of driving, with each delegate having an electronic device to answer multiple choice questions. Those that perform best in answering these questions, and also in driving the MIRAc City Course in the most efficient way, will get the chance to have a fast lap with “The Stig” after the final workshop.

The Microlise Field Service & Fleet Conference 2015 is run by the same team as the successful Microlise Transport Conference, held in May this year. A larger annual event with a broader focus for the haulage industry, it has become the largest road transport conference in Europe.

With limited places available at the Microlise Field Service & Fleet Conference 2015, register your place here

 

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Skill sets rather than price are the important factor for businesses when choosing contractors, a survey by ClickSoftware has revealed.

A survey by ClickSoftware conducted with 250 UK business decision makers has found that skill sets are the most important factor for 30% of businesses when choosing third party subcontractors. Just 4% of UK businesses consider cost to be the most important factor when making a procurement decision.

The report: “Field Service Best Practice: Don’t let subcontractors subtract from the bottom line” said that while getting the job done to a high standard is the primary concern for businesses subcontracting work, increasing emphasis is being placed on the experience the end customer has in completing the job.

Of those surveyed, 98% also had some metric for customer satisfaction measurement. "With price no longer a primary concern when making a procurement decision, businesses must be able to demonstrate a high level of customer experience when bidding for work," was one of the report's conclusions.

Businesses reported the quality of work, ability to complete jobs, having the right equipment and materials to complete jobs made up the 41% of complaints made about contractors in the past six months. More than three quarters (77%) of companies had received a complaint about contractors or subcontractors in the past and more than one in ten (12%) complaints are happening on a regular basis.

The good news for the UK subcontractor industry is that complaints are relatively low. Over half of the businesses spoken to rarely had to deal with complaints about subcontractors, the report reveals, whereas a similar survey in the US revealed 95% of customers had made a complaint about contractor service.

 

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Having undertaken a recent research project exploring trends amongst field service companies involving use of the Cloud for Field Service Management Systems as well as the ongoing development of mobile solutions for field service, Field Service News, sponsored by ClickSoftware are pleased to bring you this four part report exploring the research findings written by Field Service News Editor-in-Chief, Kris Oldland....

 

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Click here to download the full white paper now!

 

 

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FIELD SERVICE, MOBILITY AND THE CLOUD

Cloud computing has been a key topic in field service circles for some time now. In fact it seems every time we read about a company implementing a new service management system it is mentioned that they opted for a Cloud based solution. Indeed the benefits of the Cloud are well documented.

Less reliance on IT, built in disaster recovery, regular and free updates, lower overheads, and so on and so forth. And the Cloud is no longer a particularly new technology. It’s not emerging anymore, it’s emerged. In fact it is now almost twenty years ago that Salesforce, a company born in the Cloud when it was just not more than a whisp of cirrus in the stratosphere, first began evangelising Cloud computing as the way of the future.

Fast forward to today and Salesforce is the leading player in the CRM sector and despite not having a direct presence within the field service sector, is arguably one of the key driving forces for the adoption of the Cloud in our industry. How often do we hear companies stating that ‘integration with Salesforce’ was a big factor for them when deciding to opt for whichever of the numerous modern service management suites are available.

Certainly those service management software providers that were savvy enough to develop field service apps for the Salesforce App exchange such as ClickSoftware’s ‘ClickWorkforce’ have gained something of a competitive edge in recent years by doing so.

Yet despite these seemingly all conquering headlines the reality highlighted by various research appears to be very different at least for the adoption of the Cloud as a platform for field service management solutions. Indeed our own 2014 research project showed that only 23% of companies were running there field service management software in the Cloud. So why this discrepancy?

Is it a case that we in the trade media are over egging the pudding and putting to much hyperbole around the use of Cloud in field service?

Or is it a case that Cloud looks like a more attractive prospect from distance, but when companies begin to explore their options when upgrading to a new solution, in reality staying on premise is the easier and safer option? There is of course the argument that it will take time to see a full migration across to the Cloud.

 

This is of course valid and many companies will eke out every last drop of functionality they can from their existing legacy systems rather than face the turmoil of moving a business critical operational tool from one system to another. But if this is the case surely we should start seeing a growing momentum towards the Cloud year on year? With this in mind Field Service News in partnership with ClickSoftware has decided to the revisit this area of research some 18 months on.

When writing the report for last years research I concluded that the Cloud is set to become an established platform for field service technology, and even ultimately become the most commonplace method of distributing field service software. Is it time I reassessed that statement, or is the momentum of the Cloud slowly gathering pace?

ABOUT THE RESEARCH:

The research was conducted online across July and August this year. The respondents were a mix of Operations, IT and Business Leaders working within organisations that had a field service operation.

Company sizes range from SMB’s with under 10 field workers to the enterprise level companies with over 800 field workers. In total 150 respondents answered the survey with respondents coming from a number of different verticals including Manufacturing, Engineering, IT solutions, construction, fire and security, healthcare and more. As with our 2014 survey after the question ‘Is your current field service solution on premise or in the Cloud?’

The survey split into two in order to give us insight from those currently using the Cloud and those that are still on premise. This enables us to better ascertain the benefits being seen by those using the Cloud alongside the reservations of those who are not.

MID SIZED MOVEMENT

The headline statistic to come out of the research is that indeed there has been a slight shift towards more companies using the Cloud than before. In fact there has been a swing of 3% in favour of those using the cloud with 26% of companies now having their field service management solution in the Cloud versus 74% who are using on-premise.

Whilst a small movement, given the timeframe this increase could indeed help support the argument that the Cloud is slowly becoming more prevalent and that the move to Cloud is very much tied to companies moving from their legacy systems to more modern next-gen equivalents.

 

However, a logical continuation of that thinking is that we would find those companies with larger field worker numbers more likely to remain on premise than those smaller companies for the simple reason that they are more likely to have invested in the expensive infrastructure to run an on premise solution and would therefore potentially be more tied to their existing system - making a switch to a new solution harder work.

Yet when we drill down into the data and separate the companies out into three groups – those with less than 50 engineers, those with between 50 and 500 engineers and those with more than 500 engineers we find that in fact this doesn’t hold true. Actually whilst the trends amongst the largest companies very closely mirror the respondents as a whole (25% Cloud vs. 75% On premise) it is amongst the smaller and mid sized companies that we see the biggest variance. Interestingly smaller companies, who are generally viewed as being the most likely to be attracted to the Cloud due to the more affordable Software as a Service subscription model that most Cloud vendors offer, were the group that were most reluctant to have their field service operations on the Cloud - with just 17% doing so.

Meanwhile the mid tier companies (i.e. those with between 50 and 500 engineers) were the group that had the most Cloud based systems with 37% of these companies using the Cloud.

 

When we look at the same demographic in our previous research this is an increase of 21% of companies, so whilst on premise still remains the way the majority of run their field service management systems, a shift to the Cloud, amongst this demographic at least, is clear. Still the question remains why are we seeing more acceptance towards the Cloud within these mid sized companies than amongst their smaller counterparts? (If we accept the earlier premise that those larger companies may take longer to adapt due to greater change management challenges.)

One possible answer could be found in the make up of the decision-making units of those smaller companies. Of those companies with less than 50 engineers that are not using the Cloud, only 15% of companies had input from their IT director or equivalent whilst of those mid sized companies that have adopted the Cloud 71% involved their IT Director or equivalent in the selection of a field service solution.

Could it be that amongst smaller companies it is a case that without the input of a technology specialist, some of the headline fears around the usage of Cloud persist. Whereas amongst those larger companies, who have a more developed IT department adding their insight, perhaps there is more understanding of both the true benefits and dangers of the Cloud?

One question within the survey that could certainly give us further insight into this assertion was ‘Which of the following sums up your perception of the Cloud in business’ which had the following four options

• I believe it is the future of enterprise computing
• I see it’s benefits but still have some concerns
• I wouldn’t trust placing sensitive data in the Cloud but would use for general applications
• I think we should keep everything on premise, there is too much risk in the Cloud.

[/unordered_list]Given the fact that there was a fairly even balance between the two groups of company sizes, the varying responses certainly indicated a more cautious outlook towards the Cloud from the smaller companies than their mid sized counterparts.

Within the group of companies with between 50 and 500 field service engineers 58% felt that Cloud was” the future of enterprise computing”, with a further 32% stating that they “saw benefits of the Cloud whilst having some concerns.” Interestingly not a single respondent from this group stated “we should be keeping everything on premise, there is too much risk in the Cloud.”

When we compare this to the responses of those companies with less than 50 engineers we see the confidence in the Cloud significantly reduce with only 38% stating they “believe the Cloud is the future of enterprise computing” whilst 20% “wouldn’t trust placing sensitive data in the Cloud but would use it for general applications” and “5% stating they think “we should be keeping everything on premise, there is too much risk in the Cloud.”

 

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Remote asset monitoring specialist Software AG  is integrating its Digital Business Platform with ServiceMax's field service management solution, enabling customers to turn remote asset monitoring events into actionable field service requests.

Software AG customers currently using the predictive maintenance solution on its Digital Business Platform can now access ServiceMax’s field service platform.  The Digital Business Platform connects to any sensored gateway, pulling all equipment sensor data, performing real-time analysis and generating customized alerts. These alerts are then sent to the ServiceMax platform where they are turned into work orders. Once created, the work orders are delivered to service technicians in the field. The integrated offering allows companies seeking to increase the effectiveness of its maintenance services to do so with one integrated platform that combines best of breed technology and expertise.

Software AG’s solution for predictive maintenance exploits the Internet of Things by continuously analysing real-time equipment sensor data via machine monitoring to understand when maintenance will be required. The location of technicians are matched to replacement and repair equipment available and job completion time to identify the best technician available to perform the needed service during a scheduled downtime. By predicting remaining useful life of machinery and specific components, equipment manufacturers are able to schedule technicians earlier and order consumables and replacement components before customers even know they are needed.

Dave Yarnold, CEO, ServiceMax, said: “ServiceMax’s partnership with Software AG will add immense value to the ServiceMax platform and underscore the Internet of Things’ incalculable impact on the future of field service automation. We’re very excited to be able to provide our customers with a predictive maintenance platform that will enable them to boost operational efficiency with end-to-end control platform for field service.”

Sean Riley, Global Manufacturing & Logistics Director, Software AG, said: “As the Internet of Things becomes increasingly intertwined with the way people live and work, proactive and predictive service will be a critical differentiator driving real business value. The key to predictive asset maintenance is its ability to act upon the results of real-time analysis and communicate reliable expectations to the parties involved in maintenance services efforts. With the Predictive Asset Maintenance blueprint, maintenance program managers can capture, analyze, aggregate and act upon streaming IoT data in order to maximize equipment uptime, quality performance and yield. It’s a tremendous competitive edge.”

 

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Utilities firms are looking to Big Data and smart technology to move away from costly reactive maintenance. Marina Stedman, ClickSoftware, explains why...

Utility companies that typically manage vast networks of locations, staff, and supplies have the unenviable task of keeping the lights on regardless of what Mother Nature chooses to throw at them. It is an industry sector that is constantly investing and innovating but the impact often goes unnoticed, with customers and regulators only really paying attention when something goes wrong, a service is not delivered or when their bills increase.

The unpredictable nature of many countries’ climates and weather means that utility companies face many challenges to keep everything on an even keel. Add to that the fact that many organisations in the sector utilise subcontractors to support their engineering and maintenance activities, it leaves these companies largely operating in a vacuum, reacting to events when they occur.

This is corroborated by a recent OFWAT report that stated that 90 per cent of maintenance work is reactive and 33 per cent of down time losses are a result of unplanned maintenance, which costs utilities organisations 50 per cent more to deliver than planned maintenance.

These are huge figures in a sector that is traditionally run on very tight margins. It is a situation that is not sustainable, especially in the face of mounting consumer and political opposition to increasing bills and the well-known risks and issues of maintaining supply. Instead, we are seeing more and more companies pursuing a proactive system for both planned and unplanned maintenance.

The ability to manage and schedule field service staff while on the move is one of the key technologies driving the transition. The proliferation of connected devices integrated with sophisticated scheduling software is transforming the way that utility companies work in the field. With instant access to staff availability, asset data and interpretive scheduling software, the decision and communications process can be managed on a real-time basis.

While much has been made of big data for several years now, we are finally seeing companies beginning to confront the opportunities it presents. The key for this new proactive approach is in the immediacy of data collection and the availability and interpretation of that data.

 

Previously companies would require field workers to manually complete job data on sheets on site and only be able to update central databases from a central location. That equated to a lot of downtime and wasted effort. There was also a reliance on data being accurately completed on-site and then transcribed into the central office system, something which is not always easy to do in remote off-site locations.

Engineers using smart, mobile devices can now log data as they go along, provide progress reports, take photographic evidence, collect signatures after jobs have been completed and order in supplies all while still on site. This helps utility companies to have more visibility over the way both direct and subcontracted work is completed, to help them schedule resources with maximum accuracy and plan for next jobs and actions. Using real-time big data to analyse and then schedule people with the right skills to the right tasks in a way that minimises downtime and no longer requires them to return to a central point will help utility companies move from being reactive to proactive.

As staff are able to instantly update job status and see new jobs being scheduled while out on the road, a more finely tuned operation will create value for both the company and the customer.

In addition to the smart devices engineers now carry with them, we are starting to see the introduction of smart objects. Connected pylons, life buoys, sensors in the road and automatic weather sensors will all become available. These devices will be used to track a multitude of environmental factors that are key to the smooth operation of a utility company. As well as external smart devices tracking environmental factors, we are already seeing these kinds of devices in our own homes with smart meters that show both the consumer and the utility provider what’s being used.

Taking a proactive approach to scheduling based on a combination of environmental, logistical and organisational big data, delivered directly to field staff via mobile smart devices is a developing science but one which many forward-thinking utilities firms are introducing today.

However, given the speed at which smart technology and big data interpretation is developing, we expect to see the number of reactive responses start to drop and be replaced with pro-active, forecasted and tailored scheduling. It will be a virtuous circle as more preventative work will reduce the number of reactive situations companies need to manage. The cumulative effect will be less pressure on operating margins, more effective use of skilled field resources and ultimately a better customer experience.

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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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