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Wireless Service Management System (WSM) is a comprehensive “NON PDA” solution for those companies who have field service engineers, call centre helpdesk facilities and regular servicing or planned maintenance requirements.

It is based on the FileMaker database system and complemented with a custom designed ”Scheduling and Helpdesk” which operates under the Windows operating system or under Parallels on a Mac.

We were commissioned to build this system by a team of engineers with the expertise that comes with 20 years experience in the service management sector.

The system is flexible and can be completely modified to suit the individual customer requirements.

One of the main features of the system is the “Pen Form”. In basic terms, this is a paper form that is impregnated with a matrix. Text fields, number fields and tick boxes are printed over the top of this matrix. The co-ordinates of all these data fields are known and a special pen, which also has conventional writing capability, records the co-ordinates of the fields and the associated data written onto the form.

A special area of the form, usually at the bottom is reserved for a small “send” image which when touched with the pen, gathers all the recorded data from the form and sends it via Bluetooth, to the Bluetooth enabled phone. The customer retains the hard copy of the form, after providing a signature.

A complete image of the form, including the customer signature, is returned to the server along with the data. This can be very useful, if there is a dispute as to who signed the original form, a copy of which can also be returned to the customer by email. When a customer signs a PDA or other hand held device, no record is left with the customer.

If a signal is present, an application on the phone gathers the data and transmits it back to a server, where we have an application, which parses the data and posts it directly into the appropriate record in the database. If no signal is present, the data is stored in the phone until a signal is available, whereupon it is then transmitted. This means, that the system works perfectly well, even if the engineer is working on the London underground or a signal screened electronic environment.

The data passed back to the database may result for instance, in the successful completion of the callout, for which the customer may be billed.

Engineers are also extremely happy with this system, as they do not have to navigate through pages of difficult to see data pages held on a PDA for data entry. It has been proven that engineers generally do not complete the data entry correctly and frequently just take the easiest path to the completion of the data entry, resulting in incorrect details being recorded, therefore an overall inaccurate reporting system. Obviously, if the data that has been gathered is incorrect or incomplete it is difficult to assess the efficiency of the whole service operation.

It is up to you, the purchaser of this system, what data you need to retrieve from the Pen Forms. The data can include purely “ticks”, text recognition, number boxes or even photographs taken with the mobile phone, accompanying the form sent back to the server.

The whole system is best described by explaining the operational flow or sequence of events from a customer call to the helpdesk, to the return of data from the field service engineer.

• The customer calls the helpdesk to report a fault.
• The helpdesk operative, who has the “Scheduler” application loaded, asks the customer a series of possible questions to establish the presence of and identify the appropriate maintenance contract.
• Once the contract is identified, the operative refers to the graphical scheduler to find the nearest or most appropriate available field engineer to answer the call.
• The operative creates an appointment for a engineer by “double-clicking” on the “Scheduler” at the appropriate time slot adjacent to the available engineer, bringing up a window where all the details of the callout are entered.
• Once the form is complete, the operative presses a button to save the callout details.
• In the background, a job is created in the database and an optional email formulated, which the operative can choose to send to the engineer.
• The engineer picks up the email on their email-enabled mobile phone and proceeds to the customer site.
• Upon reaching the site, the engineer responds to the callout and carry’s out the appropriate action, completes the form, perhaps takes a photograph with his phone, and then upon completion of all actions, obtains the customer signature.
• The engineer touches the reserved area at the bottom of the form, and the data is returned to the server.
• The helpdesk operative notes the previously outstanding job slot, has now changed colour to indicate completion or escalation of the job as required.

The WSM system also incorporates other modules, which allow the total management of customer contracts and assets, suppliers, invoicing, quotations, purchase orders and jobs.

There is also a comprehensive communication capability, with letter writing, (including user configurable templates), emails, notes, and document storage.

The Wireless Service Management (WSM) software has been developed to be modular allowing the freedom to pick and choose which elements you require.

The modules consist of the following:-

• Contacts
• Contracts
• Jobs
• Scheduler
• Invoice
• Quotations
• Purchase Orders

This system is available from our sole distributor, WSM, where you will find more information, screenshots and video demonstrations:

Link: www.wirelesssm.co.uk/overview/. (New Window)