Follow the success story of Kwong Ngee Engineering in its use of Smart Track to effectively improve its service to clients.
Kwong Ngee Engineering is a Singapore based company which specializes in providing one-stop maintenance services to gas stations. Key clients are oil companies in Singapore including BP, Caltex, ExxonMobil, Shell and SPC.
As the market leader, Kwong Ngee continues to raise its service level by delivering high quality service with faster response time. The business requirement is to improve speed and efficiency of business operation, enabling the field workforce to respond to technical failures at gas stations quickly and avoiding service downtime.
Service downtime at a gas station equates to revenue loss, and the potential revenue impact can be significant if it is located at a high customer traffic zone.
As a full service partner for these oil companies, Kwong Ngee understands the stringent requirements and is committed to delivering excellent customer service. It continues to scale its current operation to meet rising demands, while keeping the cost low. Upon receiving calls reporting service failure, the office coordinator at Kwong Ngee will contact technicians located within the zone, and assign the service order to the nearest technicians.
Prior to Smart Track, the entire process was highly manual and highly paper-based, with several operational challenges.
In light of all these challenges, the management concluded that an effective solution to reduce the time spent in work coordination was needed.
Kwong Ngee engaged ST Mobile Data to address these challenges and adopted the Smart Track wireless service.
Smart Track is a web-based vehicle tracking service that utilizes the special walkie-talkie phone with GPS capability. It enables the company to efficiently assign service orders based on technician availability and proximity to work sites.
A subscription-based service, Smart Track is an affordable tracking solution that lets users enjoy dual benefits through tracking and voice communication.
At Kwong Ngee, office coordinators can log on to Smart Track and issue job orders based on the proximity of technicians to the work site as well as availability. Time that used to be wasted on managing technician availability and locations has been saved as a result of Smart Track.
In the field, technicians can respond to site requirements more promptly and efficiently. With less interference from phone calls on location query, technicians are now better able to focus on serving customer needs.
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