Lorne Stewart Case Study
Engineer Availability
"It is convenient, easy to use, very cost effective and an alternative to calling each engineer individually." Matt Awang, Lorne Stewart
The challenge
Lorne Stewart PLC prides itself on being one of the UK's top five building engineering services groups. And they have around 300 mobile engineers based all around the country.
When clients' sites are experiencing problems, Lorne Stewart's engineers need to get there quickly.
The solution
Rapide enables the 21 users to send text messages from their desktop. These text messages are sent to the engineers to instruct them to go to new jobs, to inform them what equipment is available and where to pick it up, the location of the job, the fault at the site and the contacts name and unique reference number. When a problem is initially reported, the customer is automatically issued with this reference number.
Using Rapide to send messages means there is no need for paper- they have a record of each text message sent to each engineer with the reference number on it. So if anyone forgets the number it's far easier to find out which job it was for by simply looking back at the text messages sent.
During the snow and storms in February, the text messaging service was even more important as engineers could be informed of road blockages and flooding en route to their clients. One text message was sent to 150 engineers to see who was closest and able to attend each job.
Matt Awang, Customer Service Manager recommends Rapide,
"The text messages are used to strategically place engineers in key clients' sites.
" By sending texts, it keeps our processes smooth - we can refer back to messages, and this allows our engineers to concentrate on the fault."Click here for more Case Studies >> 
