Case Histories › Matthew Algie

Faster call handling boosts efficiency of mobile engineering force

Matthew Algie is one of the largest providers of coffee to the UK coffee market, providing beans and machines to espresso bars, restaurants and hotels. With sales staff based countrywide and high quality customer service essential, quick and reliable communications are all-important.

Matthew Algie installed an Autopage sender system in 2001.

Problem

Prior to that communications between office and field staff were via phone or BT messaging system, which was unreliable, did not log messages and allowed employees to call any mobile they wished. Now with Autopage there is a pre-defined company phone book and automatic logging of all calls.

The software is used primarily by the Customer Services' call centre and service desk. The service desk opens, allocates and closes down fault calls from customers regarding their coffee equipment. Engineers are advised via their mobiles using Autopage's sender system, given details and a job reference number. When they have corrected the fault, they reply to the original message stating the outcome of the job. The system has not only reduced call volumes but enabled a faster turnover of fault call handling.

The call centre also uses Autopage to contact Coffee Sales Managers via text message. Again, this alleviates the volume and cost of mobile calls to the sales team, allowing the call centre to focus more on customer order processing, and because Autopage logs all communications, referencing is possible at a later stage.

Other office-based employees also have Autopage installed on their PCs for quick communication with field staff. The sender is installed on a Windows 2003 Server, while PCs use a variety of operating systems, including Windows NT, 2000 and XP. Network administrator Ross McLarnon said: "It is very robust software and Autopage gives excellent support on the rare occasions we require it."

Additional comments:

Service Desk Executive Kerry Brown: "The Autopage sender allows us quick, reliable communication with our engineers at the touch of a button."

Customer Services Manager Caroline Davidson: "Autopage provides us with 100 per cent thorough communication with our field-based staff."