Case Histories › Alert Systems

Improved response times without major investment

AlertSystems has been in the external security business since 1986, providing security solutions for some of the UK's major commercial concerns. The company prides itself on a rapid, efficient response by its well trained and competent engineers. "We believe we are extremely good at what we do" says IT Manager Philip Davies.

AlertSystems has taken advantage of advancing communications technology to replace four regional offices with a national 24 hour, 365 days a year call-out operation from its head office in Trowbridge, Wiltshire. The prompt and reliable service is partly co-ordinated by an Email Gateway system supplied by Autopage.

Problem

AlertSystems provides a complete service of installation, monitoring, service and maintenance. Because of the critical importance of the systems to the customer, after sales backup is a vital part of the company's service and therefore an effective messaging system is essential.

Phil says: "Continuity of information is extremely important to the company's operatives in order to provide a responsive, quality service. With so many of them out on the road, a fast and easily used messaging system is paramount."

"Previously we used email alerts which could not always be accessed immediately. Also the supervisor was only able to contact one engineer at a time. Now, the initial message is sent to all engineers by phone, which can literally be done within a minute. It is easier for the engineer to access while out on the road or in the middle of a job."

Solution

Four years ago AlertSystems upgraded from the Autopage basic messaging system to the Autopage Email Gateway, which allows emails to be sent from client and delivered as SMS.

"All service staff are equipped with PDAs and mobiles," says Phil "One of the advantages of the Autopage Email Gateway is that no extra equipment is needed by the workforce or at the office and we don't need to educate office operators in its use"

If a query cannot be handled by the service desk, a text message is sent via the Email Gateway to all engineers. The closest free engineer responds, the job is then booked out to them and full details are passed to the PDA. Once the job is completed, the engineer completes the electronic docket on the PDA and this information is passed back to the office.

The Autopage Email Gateway is run on a dedicated PC based in the office at Trowbridge. "But it doesn't need a stand-alone computer. It's not a hungry application. We just have it set up on one for our own peace-of-mind because it is so important to us." Phil says.

AlertSystems finds Autopage's back-up service extremely reliable. "With our original software, Autopage was very responsive and we would always get a prompt call back. The new system just doesn't go wrong. I don't think I have had to ring Autopage once this year, but I know immediate back-up is there if we need it."

"Autopage Email Gateway has speeded up our service. It is an excellent system for call co-ordination for our engineers. Without it, we would be taking a step backwards."