Koning & Hartman optimizes its service processes by integrating and automating its processes for field service, planning and administration. To achieve this, Koning & Hartman chose Tensing to implement the complete Tensing Field Service Solution. The integrated mobile service system consists of Mobile Workflow, Dispatch, Navigation, Mail Tool and Scheduler. The Scheduler is the automatic planning tool with which service calls can automatically be included in the planning.
"A reliable and high quality service plays an important role in our organization. We wanted to optimize this process . Our goals are increasing productivity, improving quality and reducing travel times and distances and thus CO2 emissions. This process optimization also leads to a cost savings. With Tensing Field Service we achieve these goals. Moreover, we can measure and forecast our service performance so we can immediately respond to potential changes to keep our service at a high level", says Richard den Braber, Operations Manager at Koning & Hartman.
Automatically schedule service calls via web
Through the Tensing Web Portal and fully integrated automatic planning application Tensing Scheduler, Koning & Hartman customers can plan their service calls immediately. By doing so the the system takes the availability of technicians, skills, opening hours, Service Level Agreements and driving routes into account. "The big advantage is that our customers can engage directly in the process resulting in fewer errors, less overhead, and accessibility outside office hours. That means we do not need a call center to take the service calls", continues Richard den Braber.
Integrated mobile service system
Koning & Hartman optimizes driving times and distances from the service engineers by the integration of Tensing Navigation in the mobile work order application. This means that when the engineers start a new work order on their PDA, Tensing Navigation is activated directly. Besides that, information from the back office about service orders is realtime available to service engineers. This concerns data such as location, customer, equipment, repair history and service level agreements. The service engineers can administrate the work order through the workflow process on their PDAs. For example hours and ride registration and used materials.This digital administration reduces the risk of errors, is quicker and allows faster billing.
About Koning & Hartman
With over 550 employees Koning & Hartman delivers products and services, particularly for industrial, telecom, cable, water and energy infrastructure. Total solutions to make its clients' business processes faster, better and cheaper. The true craftsmanship characterizes the company. Koning & Hartman operate in many economic industries: telecommunications, transport, water, energy, government, manufacturing, food, pharmacy, public order & safety and financial services. They are headquartered in Amsterdam, other offices in Delft, Veenendaal and Vilvoorde (Belgium). NKM Square and the Netherlands are also Koning & Hartman companies.
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