UK housing and support organisation Curo has selected Peak-Ryzex for fully-managed mobile services for the company’s new 7-inch Samsung Galaxy Tab 3 tablet devices.
Peak-Ryzex will provide Curo with device software build and configuration, device training, managed service helpdesk and next working day exchange. In addition, Peak-Ryzex will provide Curo with SOTI mobile device management (MDM) software, MDM server installation and MDM training.
The Peak-Ryzex helpdesk provides the first point of call for Curo’s mobile engineers. The company provides full support for the tablet devices and software queries to ensure that engineers are never without a fully operational device.
If the query relates to the back office systems, then Peak-Ryzex escalates the call through to Curo’s ICT team. This one point of contact has already made a significant impact on the operation reports Neil Higham, director of ICT at Curo.
“We wanted to provide our responsive repairs team with a single point of contact to avoid any confusion with who they needed to contact about any problems. It would be difficult for us to provide the service with our existing internal resources and Peak-Ryzex bring the skills and experience of having done this many times before,” said Higham.
Curo’s responsive repairs team use 1st Touch mobile workforce software running on the Android devices to receive their jobs automatically throughout the working day. Each day the team will perform around 200 visits.
The paperless system significantly improves efficiency, enabling the engineers to do more jobs. This is because, using their Kirona Xmbrace DRS scheduling solution, the planning team can dynamically allocate additional work when a repair is complete or reassign tasks to available staff.
The engineers also use the devices to sign off jobs electronically, automatically updating the back office Aareon QL system. Having signed the job off, they then receive the next job.
“The 7-inch tablet is a good choice for this application as we needed a user-friendly device with a larger screen that could also allow the users to access the corporate Intranet and other self-service systems as and when we introduce them.
“Also, the Samsungs can be managed remotely using the MDM software, which means it is easier to diagnose problems and reduce downtime. If there are any issues that cannot be fixed remotely, the Next Working Day Exchange service ensures a ready-to-go device is despatched quickly,” added Higham.