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PDAs ENHANCE CUSTOMER SERVICE SUPPORT

As part of its continuing drive to deliver service excellence to its customers, strapping equipment specialist Mosca Direct Ltd has extended its Protean software parts and engineering management system with the introduction of Personal Digital Assistants (PDAs) for its team of engineers.

mos2015.023 Personal Digital Assistants pic 1The advanced tablet-based system allows engineers to access the history of every Mosca model, including reports from previous engineer visits, along with detailed customer and machine records. This enables any technician to be assigned to a site visit. Engineers can identify details of additional work required, as well as extra parts needed.

Once the job is completed, customer and engineer signatures are captured and stored. Signed job sheets can be automatically emailed following the visit, thus streamlining processes.

Any issues highlighted are listed and stored via each machine’s serial number and reports produced. These can then be used to provide further customer support and relevant information specific to their machine.

Introduced in 2013, Mosca’s Protean system provides a highly efficient service support to customers, ensuring tasks can be carried out in a single visit and offering high quality preventative maintenance. In particular, it minimises occasions when customers have to wait for parts to be ordered and a return visit made.

The system monitors engineers’ stocks and replenishes parts without the need for additional input from an engineer, delivering a more efficient and accurate service for customers. Protean can also evaluate sales and make sure that quick moving parts are always in stock.

“The Protean system combined with the use of PDAs allows us to further enhance our engineering service and parts management, and makes our planning even more efficient,” explains Mosca Direct’s Managing Director Gaye Tate. “We have streamlined the volume and variety of stock items which are held in the UK stores based on information from Protean, taking the quality of our service to our customers to a new level.”

Mosca Direct is a wholly owned subsidiary of Mosca GmbH, Germany. Based in Nottingham the company supplies top-of-the-range German designed and manufactured strapping machinery which is based on modular design and fits easily into existing lines or as part new project. Mosca Direct also supplies plastic strapping, stretch film, spare-parts and offers comprehensive servicing to the whole of the UK and Ireland.

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