Nalco delivers improved responsiveness to its customers, by installing a Retriever Communications mobility solution case study


Courtesy of Retriever Communications

Mobile handheld solutions have streamlined the field service process in Australia. Personal service report information is captured on a mobile device and sent directly to the customer and the office, instantly.

Nalco Australia is leading the way in its industry, deploying a Retriever wireless solution nationally for its field service technicians. Moving from what was a paper based process, Nalco technicians now use a mobile device to record the results of their service work, and are able to send service reports to customers and information back to the office in real time. The Retriever solution improves field responsiveness for all routine and non-routine service at Nalco customer sites. The Retriever solution also now enables real-time tracking of compliance to the relevant legislative requirements for each State in Australia. All this detailed time-sensitive information is now available back at the office as soon as it is completed.

The Solution
The Retriever solution operates as a wireless cloud application customized for Nalco, to reflect their previous paper based process. The solution replaces paper based Service Reports for field service staff. No longer do they need to head back to the office to hand in service reports, close off service orders, fill out time sheets or request invoices. This is all done in the field. Any urgent service orders such as legionella corrective actions or retests can be sent to the technician’s mobile device, using Retrievers web based scheduler, so work can begin immediately. “Our customers are really satisfied with the improved performance of Nalco. They now receive the personal service report straight to their email.” says Gay Thompson, ANZ Order Management Manager. “Field users are also impressed they no longer have to deal with bits of paper that always seem to get lost”. Indeed, in the past, late return of service reports to the office was a big issue in management of open service orders. This has improved dramatically since reports are now sent digitally, directly to the customer & the office as soon as the job is complete. This “green” solution is welcomed by many customers as well as Nalco’s Service Admin Group.

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