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MacDonald-Miller Facility
Solutions
Established in 1965, MacMiller has
helped change the Pacific Northwest landscape with thousands of successful
projects that include high-and low-rise office buildings, mixed-use projects and
condominiums, shopping centers, major hospitals and medical centers, bio-tech
and lab facilities, warehouses, industrial buildings, and manufacturing plants.
The Challenge
With a corporate wide
commitment to improve their processes, MacMiller recognized that their
paper-based field service reporting needed to be eliminated. Not only was this
method slow and time consuming for the field personnel, it was prone to errors
during the translation and key entry of the information. In all, the process
lacked the level of service they were known for and wished to provide to their
customers.
To begin with,
MacMiller chose WennSoft MobileTEC software that allowed them to track field
service work orders from the time the order is placed until the job was
complete. With the addition of mobile automation the information exchange with
the field worker could then be processed in real-time.
They needed to
provide their field workers with a device that met their feature needs and could
withstand their usage and environmental constraints. MacMiller turned to
Compsee’s Erik Kennedy as their knowledgeable partner for hardware.
The Solution
Experience has taught Compsee that
terminals used outside of a controlled environment need to be ruggedized. The
workers need equipment that remains operational regardless of field usage and
elements. Erik recommended MacMiller utilize Motorola’s MC65—one of the
toughest and most flexible EDAs on the market. A major plus for MacMiller, with
field service personnel located throughout the Pacific Northwest, is the MC65’s
advanced operating system that has the ability to switch between GSM and CDMA
WAN providers. This software flexibility allows MacMiller to deploy any of
their MC65’s, anywhere, on virtually any network.
Compsee services also play a
strategic part in the success of the solution. Understanding that field service
personnel need their equipment delivered in an out-of-the-box operational state,
Compsee provided the Staging and Kitting Services that included:
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Image Loading – 4 Applications
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Battery Charging
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Software Configuration
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WAN Provisioning (Cellular Activation)
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Software Testing over the WAN
The Results
Compsee commitment to deliver to
MacMiller’s field technicians a site-in-a-box solution that included all
equipment, accessories, materials, and documentation played a major part in the
success of the deployment.
“Erik and his company, Compsee are
a trusted partner in serving our needs. Compsee was responsible for loading,
configuring and provisioning our PDA’s before we took delivery. Compsee
delivered on its promises in a timely manner. We have since awarded Compsee a
project for our manufacturing operation. It's a pleasure to work with Erik and
Compsee.”
Dave Gough
VP MacDonald-Miller
MacMiller recognized the benefits
of the MobileTec’s solution when technicians were not only able to access the
customer’s service history on the spot through their Motorola MC65 terminal,
they were also able to email the customer a summary of the work completed –
before leaving the building. Customers appreciated the advantages of their own
Web Portal giving them up to the minute visibility of their service history and
equipment lists. They quickly grasped the concept of scheduling their service
calls through the secure MacMiller website.
In summary, the mobile automation
and real-time environment of their field service application provided the
enhanced level of customer service that market leader MacDonald-Miller is known
for.
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