User Diaries #1

Ian Thornton (Mouchel)

Ian is a Business Development Engineer at Mouchel. Ian has worked at Mouchel for 6 years, and provides technical support for different projects. He checks what the technical requirements are for different projects, then makes sure he can secure the best solution available. He is a member of the Commerical Services Division.

At Mouchel, the main driver for acquiring a mobile workforce management solution was to save time for our water technicians. We wanted to cut down travelling time by cutting down paperwork; we didn’t want hours spent typing up records back into the computer system. We also had a longer-term requirement from one of our clients, so we were looking for a long-term partner.

Here is a quick summary of how Connect has benefited us:

Time saved: On a typical project, we are saving up to 2 hours a day per technician. Our teams now have to visit the office once a week, not once a day. Our office processes have completely changed; the data is properly organised, so we don’t have to re-enter anything!

Quick processes: Reports can be generated as and when we need them, and all our data is safe, secure, indexed and auditable.

Costs reduced: Reduced time means reduced cost, and we are passing these savings on to our clients.

Handling jobs: Much easier! For example, re-visits are simple to organise. Covering absent workers is now very manageable.

This all adds up to efficiency. We are using our time more effectively, since we can track the work being done. The turnaround on work is much faster. Jobs are processed in minutes, immediately upon completion, and there is no longer a stack of paper forms to process the next day! When we are dealing with water leaks, time is everything, so this speed is crucial.

Telecetera have been able to meet our often demanding deadlines, and on several occasions have ended up waiting for us to solve our own delays.

During our testing, piloting and deployment we have had good contact with Telecetera’s developers, and have been able to iron out any teething problems, few and far between as they have been.

The software is very easy to use. It’s intuitive, and built around our needs. It’s always far simpler to use than the ‘old way’ of working. Training for the field service solution takes no time at all.

It’s hard to fault the customer service! Support has been very good; emails and phone calls are answered quickly. In fact I’d go as far as saying you have gone  above and beyond what I’dd expect. We’ve benefited from plenty of meetings, and also from having Telecetera’s advice on our working processes. Often we’ve been able to make improvements that we hadn’t previously envisaged. Just the service management solution we had been looking for!