April/May 2008

Truck manufacturer Iveco has chosen Momote to provide a mobile workforce management solution for between 200 and 300 'breakdown technicians' working across Europe.

The company's aim is to provide more efficient roadside maintenance and customer support internationally, and it says one result is that its call centre will now be able to give stranded lorry drivers a more accurate time of arrival of roadside assistance.

The hosted mobility application was designed and deployed jointly by Momote and Iveco using the Momote MX platform, and the whole process reportedly took just a month.

The bespoke application focuses on simplifying and improving communications between the technicians and the call centre, giving Iveco greater visibility over operations in the field. Technicians use wireless-enabled PDAs to update the Iveco call centre with their whereabouts.

 

Details recorded with the PDAs include information such as time of arrival, what is wrong with the vehicle, and the next steps being taken. As well as streamlining communications, Iveco says this improves data accuracy and helps reduce the amount of paperwork technicians have to complete and deliver to local depots.

Call centre agents also have to spend less time on the phone to technicians, increasing productivity and minimising technician mobile phone bills.

About half of Iveco's UK dealerships are benefiting from the deployment initially, and the system has already been rolled out to three branches.