TDS (Time Data Security) Ltd, a supplier of security systems and smart cards has used Call2field, a service management product from RedZebra Software.
It is being used by TDS to manage the maintenance support of security systems including access control, card readers, CCTV, intruder and fire alarms in use at the Houses of Parliament and across the parliamentary estate.
The manufacturer reports that the Call2field service management product was selected after a market review suggested that it was one of the only systems to meet the specific requirements and could be deployed without extensive customisation. In particular, it enables service calls to be received by email from the Houses of Parliament and automatically logged and assigned to an appropriate onsite engineer. The system tracks a job from start to finish showing a history of what was done, when it was done and who did out the work.
According to TDSโs Operations Manager: โRedZebra Softwareโs Call2field solution is enabling us to handle a high volume of calls whilst meeting all SLAs for this strategically important 24/7 support contract which includes a rapid response emergency callout service. It automatically prioritises service calls according to predetermined security levels and helps us to ensure that all security systems are operating efficiently to provide the highest level of protection around the clock.โ
An important factor in the decision-making process was the fact that Call2field is a modular system so TDS could specify the level of functionality required. The Customer Data Module provides a database of customer locations and an inventory of all security equipment installed. This gives a full asset tracking capability with a service history for each device. The Call Module is used to log, assign and track all service calls automatically, whether received by email or manually entered into the system. A PDA module is used to interact with engineers in real-time wherever they are. As well as automatically assigning jobs, this module enables full job sheets to be sent to engineers as well as allowing them to manually input extra jobs via their PDAs.
โThe Call2field Service Management System has exceeded all our expectations by automating the handling of service calls and eliminating time consuming and costly manual and paper-based processes,โ added TDS. โAs well as being exceptionally easy to use, it provides faster and more effective communication with engineers and customers alike and we are now actively promoting it to our other customers.โ For further information visit –
