Case study
Harnessing the features of PHALANX to eliminate lengthy delays caused by paperwork bottlenecks
THE PROBLEM
Aggreko operates a ‘hub and spoke’ model where customer demand is captured in call centre hubs before being passed to a network of service centres for fulfillment.
Shortly after introducing a new Enterprise Resource Planning (ERP) system, it became clear that a backlog of unprocessed paperwork was building up at both the service and call centres. This backlog resulted in unnecessary delays and errors in processing equipment orders and customer returns.
The traditional approach of using multiple paper forms and human effort to track and manage physical equipment was not in line with Aggreko’s vision for lean operations.
Deciding to radically improve the operational processes at its service centres and get information into the ERP system in real time, Aggreko turned to Spartan Solutions to take advantage of the unique benefits of PHALANX.
One seldom comes across a business solution that has a simultaneous, immediate, positive impact on operational efficiency and customer service levels but Spartan Solutions delivered just that.
Tom Armstrong, Chief Information Officer, Aggreko PLC
THE RESULTS
Asset Performance Management (APM) system PHALANX was introduced to remove all unnecessary paperwork from the Aggreko service centre network and provide wireless connections between operations and the call centre hubs. This means that customer contract requirements and equipment returns can now be communicated wirelessly in real time between Aggreko’s ERP system and and PHALANX enabled smartphones.
Shortly after introducing a new Enterprise Resource Planning (ERP) system, it became clear that a backlog of unprocessed paperwork was building up at both the service and call centres. This backlog resulted in unnecessary delays and errors in processing equipment orders and customer returns.
PHALANX now supports the real time integrated operations of around 90 Aggreko service centres across Europe and North America.
THE SPARTAN SOLUTION
The introduction of PHALANX removed all unnecessary paperwork from Aggreko’s business, immediately eliminating all the associated delays and errors.
Contract profitability has increased as billable equipment information such as fuel and running hours is now captured quickly and accurately on PHALANX mobile devices.
Information on customer orders is wirelessly relayed from a call centre hub to the appropriate service centre and appears instantly on the equipment picker’s handheld. Any modifications to customer orders are automatically flagged to the call centre team and updated in the ERP system.