In Cognito

Citation

(2005), "In Cognito", International Journal of Productivity and Performance Management, Vol. 54 No. 3. https://doi.org/10.1108/ijppm.2005.07954cab.011

In Cognito

Blick, a Stanley Security Solutions company and UK market leader in the design, installation and maintenance of a range of security, communication and time management solutions has chosen Cognito, in partnership with Pinnacle, to provide a fully managed mobile workflow solution to over 120 mobile service engineers nationwide. Blick’s decision to overhaul its service management operation followed a strategic review of the business earlier in the year. The combined Cognito/Pinnacle service enables Blick to enhance customer service and productivity, whilst delivering a range of management and control benefits.

Cognito’s managed mobile data service enables Blick’s service engineers to perform a variety of tasks that are tailored to Blick’s specific requirements, using PDAs (personal digital assistants).

Built into the PDAs is Formsplus, Cognito’s mobile device application enabling wireless data transactions to integrate into office systems. Formsplus significantly speeds up the process of service functions such as job allocation, customer billing and ordering spare parts, helping companies to meet stringent customer service level agreements. The solution is managed 24 hours a day to ensure mobile workers are constantly in touch and able to process jobs.

Having taken a customer call, a call centre representative can log the customer’s request, issue the job to a Blick engineer, monitor acceptance of the call and provide the customer with the engineer’s estimated time of arrival: this is achieved without the need to make a telephone call or write down instructions on paper. Blick’s service engineers can also order spare parts, complete their timesheets accurately and download a full service history for the customer before making the visit. Furthermore, these activities are executed in real time so that, for instance, a customer can see that their part has been ordered, is in stock and a follow-up appointment with the engineer can be booked there and then.

For additional information, visit www.cognito.co.uk