Trilogy Services to increase worker productivity with mobility software

Heating and cooling service company will roll out software suite for 215 technicians in February 2014

A Trilogy Services technician with his new smartphone.

A Trilogy Services technician with his new smartphone.

Australian industrial heating, ventilation and air conditioning service company, Trilogy Services, plans to roll out a mobility software suite in February 2014 to help technicians complete their service calls faster.

The suite, developed by ClickSoftware, will be installed on Samsung S3/S4 smartphones which have been provided to 215 technicians around the country.

Trilogy Services CEO Mark Williamson told Computerworld Australia that prior to the smartphone rollout in October, technicians were using five-year-old handheld personal digital assistants (PDAs).

“We recognised that the PDAs had many shortfalls and we wanted to either upgrade that technology or find new technology,” he said.

“We’re looking to drive some operational improvements in our business. We also want to reduce the time from when a service call is completed to when we send an invoice out to customers.”

Williamson added that he plans to reduce overhead costs with the mobility software suite rollout.

“We have a lot of back office administration that could be reduced with new technology.”

For example, the ClickSoftware suite will allow technicians to record barcodes on customer equipment. They can use this barcode information to generate life-cycle analysis of individual pieces of equipment.

In addition, when a technician goes to make a service call, they will have information such as the site layout on their smartphone rather than having to call the Trilogy office for details.

Scheduling of technicians will also be easier as through the use of GPS, staff will be able to see how many technicians are available for service calls in a particular area of Australia.

“The cloud-based solution will deliver an always-on connection to our field force, allowing Trilogy to make real-time decisions as business needs change and arms us with the mobile technology that will differentiate our level of service,” Williamson said.

The company works with a range of customers including Woolworths, Coles, Australia Post and Optus.

Trilogy Services also plans to deploy ClickSoftware in its New Zealand business unit, Cowley Services, during the first half of 2014.

Williamson said that Cowley Services is still largely paper-based so there are plans to roll out smartphones to field workers there as well.

Follow Hamish Barwick on Twitter: @HamishBarwick

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