RealTime - Spring 2008 - (Page 42)

CODA Terminix Gets the Bugs Out With Intermec CN2B Mobile Computers BY ANDI VANCE TERMINIX, the world leader in pest control, develops customized solutions to help customers keep their homes and offices free of pests and termites. Terminix operates more than 800 branch service centers throughout the U.S. Its 6,000 technicians make more than 15 million annual visits to their customers’ homes and offices, with a 100 percent satisfaction guarantee. To help manage customer service records and optimize workers’ time during service calls, Terminix had used DOS-based mobile computers that were large and awkward to handle. Recently, the company implemented new units from Intermec that feature increased capabilities, larger storage capacity and faster processor speeds. “The older units were in the field for approximately four years,” said Richard Cherry, chief information officer for Terminix. “It was time to upgrade our platform. Ultimately, we decided on Intermec CN2B mobile computers, due to positive feedback from the technicians, along with the product’s capabilities. Intermec has the best solutions on the market for our needs.” can simply use the CN2B to download the electronic information needed to perform these services. Ensuring compliance and reducing overtime costs The CN2B units also help Terminix comply with industry regulations designed to protect workers and the environment. For example, recent legislation passed in California mandates that workers must take a meal break after every five hours of work. New features implemented on the CN2B make it freeze for a 30-minute period, preventing the technician from performing additional work until after taking a meal break. In addition to helping Terminix maintain regulatory compliance, the unique functionality of the CN2B also helps the company better manage overtime. Once workers complete eight hours of work, they are asked to confirm that they are authorized by management to work overtime. This helps the company manage the amount of overtime employees work. Improved customer satisfaction The new system has contributed to an increase in customer satisfaction by equipping technicians with the ability to access account information and respond to questions about account status. Approximately 2,400 of the 6,000 total units have been rolled out, and the remainder will be deployed by the end of next year. Additional enhancements are planned following the deployment of all units; the upgrades will enable technicians to capture customer signatures and interface the units with mobile printers so that service tickets can be printed and given to customers. “Ultimately, the functions of the CN2B enable us to enhance our value proposition for both customers and technicians,” Cherry said. “We want to do all we can to keep our customers satisfied 100 percent of the time, and the CN2B helps us do just that.” ❙ Andi Vance can be reached at avance@mulberrymc.com. Technician satisfaction and enhanced productivity When Terminix evaluated the different mobile computers on the market, the company solicited input from technicians at three service locations. They were asked to evaluate a variety of units and provide feedback on their experiences. After testing the products, technicians praised the CN2B’s durability, capabilities and functionality. “The CN2B is a smaller unit that offers increased flexibility, comfort and durability when compared to other models,” Cherry said. “Our technicians work in a variety of climates and locations, so durability is a big issue for us.” Technician productivity is also enhanced because of the CN2B’s ability to communicate with company systems from remote locations. Unlike previous models, the CN2B is able to interface with the technician’s “smart truck” to achieve connectivity to the company network. Because of this, technicians no longer have to return to the branch whenever additional services are added to their daily schedules—they 42 realtime / 2008

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RealTime - Spring 2008 Contents View Intermec News Profile: Chris Johnston Miles Ahead Partner Profiles Raising the Roof Intermec 2008 Conferences Signed, Sealed, Delivered Keep It Flowing Alarmingly Effective Events Coda: Terminix

RealTime - Spring 2008

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