19/03/2009 - Gambro deploys mobile workforce solution to improve customer service  

Gambro, a global provider of products, therapies and services to improve the treatment of renal and intensive care patients, has selected Cognito’s Mobile Workforce Management solution, integrated to Business Anywhere’s B-logger call and ticketing management system for deployment to its team of technicians servicing critical care equipment. The solution will enable more than 55 technicians to react more quickly to the repair and maintenance of critical dialysis machines by giving them real-time information on their daily job schedule and immediate details of any new jobs that need attending. The system has already been rolled out in France and is planned to be extended across Europe.

Gambro’s decision to mobilise its field service function was driven by the need to improve response times and Quality of Service to critical care equipment through the provision of better information to mobile technicians on job scheduling.

“Improving the information flow and scheduling of jobs according to the customer, task, and time is making a significant improvement to the speed that we can respond to equipment malfunction,” said Mr Jambon at Gambro. “We have more control over job scheduling and more information at the back office on the status of jobs.  Our help desk is able to keep our customers informed of the exact status of our response, which improves our customer service considerably.”

The joint offering provides Gambro with a mobile solution, fully integrated into Business Anywhere’s customised back-end ticketing system ‘B-Logger’ to enable real-time call logging, job allocation and job closure.

Once a new job comes in it is scheduled to the most appropriate technician or technical team, based on the nature of the customer, the required skills, the task and time availability. When the technician accepts the job, attendance is confirmed back to Gambro’s B-logger system. The technician is able to report back to the office in real-time, on the status of his job including information such as delays, need for assistance, follow up appointments and much more.

The Cognito and Business Anywhere mobile workforce and call management system will replace Gambro’s legacy system. With the new real-time mobile workforce and call management solution, Gambro can ensure faster and more reliable communication with its workforce. As a result, Gambro will improve response times and service to customers and give it more visibility while still allowing flexibility to its mobile workforce.

David Perry, head of marketing at Cognito comments “Mobile workforces are a significant asset to any service business, and a critical focus if customer service gains and cost savings are to be made.  Many companies in Europe can benefit from improvements to productivity, customer service and costs, by re-evaluating the way they manage and equip their mobile workforce.  ”We are delighted Gambro is walking this path, and to be working with Business Anywhere to provide them with a more productive and efficient mobile workforce management solution across Europe that helps them make a real difference to critical situations.

Jean-Michel Parot, president, Business Anywhere concludes “.The combination of Cognito’s managed mobility solution alongside our B-logger system has the potential to help other customers throughout Europe with their mobile response needs and we look forward to our next project with Cognito.”

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