Optimising remote technical support

Issue 8 2022 Asset Management, Products & Solutions

Sanden Intercool Kenya is the East African arm of the global-leading Sanden Intercool brand of commercial refrigeration solutions. They predominantly supply and maintain chillers and coolers to the pharmaceutical, food and beverage industries in Kenya and surrounding countries, with major customers, including well known international brands.

Aftersales service, including maintenance and troubleshooting, required technicians to write out job cards by hand in the field. This was causing a few problems. Firstly, serial numbers were frequently mismatched or incorrectly captured, which led to stock issues, with units showing as being still in the warehouse when they were in fact installed at a customer. This meant that records of services and maintenance were inaccurate, and there was a lack of accuracy and visibility into the process.

Assigning technicians to troubleshoot issues was also challenging. With no visibility into their current location, the closest person may not have been assigned to attend to a problem. Technicians in the field also do not come into head office every day; over the course of two weeks, they collected multiple job cards, which needed manual capturing in batches. This is an inefficient process that left much room for human error.

More effective remote technical operations

“We had a significant problem with data quality that was making it difficult for us to effectively service customers. We needed a solution that would eliminate these laborious manual processes and give us greater visibility into our maintenance and troubleshooting process, and give clear guidance to the back-end customer support team and tech team,” says Harish Nargundkar, business development manager at Sanden Intercool Kenya.

FIELDForce from MACmobile offered a solution. Sanden Intercool Kenya now has a platform that enables technicians to scan the barcode of the refrigeration unit to ensure the serial number is accurately captured and allows job cards to be filled digitally in the field, eliminating manual processes and reducing the risk of error.

“Although FIELDForce is traditionally used as a sales enablement tool in the fast-moving consumer goods space, it lends itself perfectly to this scenario as well. As a technician tracking and stock management tool, it gives Sanden Intercool Kenya end-to-end visibility and line of sight into their after-sales service and equipment maintenance processes,” says Muhoro Gathii, country sales manager for Kenya at MACmobile.

Now that Sanden Intercool Kenya’s master data has been cleaned, they benefit from a 100% accurate master list of stock in the warehouse and in the field. They are able to schedule preventative maintenance more effectively and assign service calls accurately based on the current location of technicians, thanks to GPS tracking in the FIELDForce app. This optimises logistics and reduces service costs, while improving efficiency and reducing turnaround time on repairs.

Digitally captured job cards in the field reduce human error as well as the workload for customer services teams, in addition to reducing the time to report back to customers on their maintenance jobs. Job cards are all online and can easily be downloaded and sent right after maintenance or repairs have been completed, improving customer satisfaction.

In addition, MACmobile has also assisted the client in spare parts management. Moving away from manual stock sheets, Sanden Intercool Kenya now has line of sight of their available stocks at a click of a button. Capturing spare parts movement is much easier, allowing for the smoother assigning of them to technicians and accounting on them is more effective.


Credit(s)




Share this article:
Share via emailShare via LinkedInPrint this page



Further reading:

Save energy with Paxton’s Net2 Access Control
Paxton Power Management Products & Solutions
Paxton offers access control systems that can help save building energy by utilising smart features. This not only has a positive environmental impact but, importantly, helps save businesses money.

Read more...
Protecting our most vulnerable
NEC XON Access Control & Identity Management Products & Solutions
In a nation grappling with the distressing rise in child kidnappings, the need for innovative solutions to protect our infants has never been more critical. South Africa finds itself in the throes of a child abduction pandemic.

Read more...
From the editor's desk: Securing your secure access
Technews Publishing News & Events
      Welcome to SMART Security Solutions’ first print publication of the year, the SMART Access & Identity Handbook 2024. In this issue, we cover various issues relevant to this industry, from digital to ...

Read more...
Access & identity expectations for 2024
Technews Publishing IDEMIA ZKTeco Gallagher Salto Systems Africa Regal Distributors SA Reditron Editor's Choice Access Control & Identity Management Information Security AI & Data Analytics
What does 2024 have in store for the access and identity industry? SMART Security Solutions asked several industry players for their brief thoughts on what they expect this year.

Read more...
International access manufacturer sets up shop in SA
Technews Publishing Access Control & Identity Management News & Events Products & Solutions
The South African security market can always use some good news, and this year, STid has obliged by formally entering the South African market, setting up its main office in the Boomgate Experience Centre in Roodepoort, Johannesburg.

Read more...
Access and identity in 2024
Technews Publishing Gallagher HID Global IDEMIA Ideco Biometrics Enkulu Technologies neaMetrics Editor's Choice Access Control & Identity Management Integrated Solutions
SMART Security Solutions hosted a round table discussion with various players in the access and identity market, to find out what they experienced in the last year, as well as their expectations for 2024.

Read more...
The promise of mobile credentials
Technews Publishing Suprema neaMetrics HID Global Editor's Choice Access Control & Identity Management IoT & Automation
SMART Security Solutions examines the advantages and disadvantages of mobile credentials in a market dominated by cards and fobs, in which biometrics is viewed as a secure alternative.

Read more...
Cloud-based access control systems
Technews Publishing Salto Systems Africa Access Control & Identity Management
Cloud-based access control systems are finding greater acceptance in international organisations than in SA; SMART Security Solutions asked SALTO Systems for its take on the benefits of cloud.

Read more...
From the editor's desk: A sad but exciting goodbye
Technews Publishing News & Events
Welcome to the final monthly issue of SMART Security Solutions. This is the last issue of the year and the last monthly issue we will print. The SMART Security Solutions team wishes all our readers and advertisers a relaxing festive season and a peaceful and prosperous 2024.

Read more...
All aspects of data protection
Technews Publishing Editor's Choice Information Security Infrastructure AI & Data Analytics
SMART Security Solutions spoke to Kate Mollett, Senior Director, Commvault Africa, about the company and its evolution from a backup specialist to a full data protection specialist, as well as the latest announcements from the company.

Read more...