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Overview:

Rapid growth and the acquisition of more than 50 companies within five years created a sprawling, worldwide field service organization at UTC Fire & Security (UTCFS). In order to serve its global customer base more efficiently and effectively, the company needed a way to connect its more than 6,000 service technicians and take complexity out of its businesses through better automation. UTC Fire & Security introduced a handheld digital service tool, using Microsoft software, to replace paper with electronic efficiencies and wirelessly connect technicians to corporate systems. Technicians can electronically receive service tickets, plan routes, schedule customer visits, check customer service records, and pass new-business leads to sales staff. Management has real-time visibility into service activities to run the business more strategically.

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Format:WORD
Date:Sep 2008

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