Tokheim

Tokheim is Ireland's leading sales and service supplier to the petroleum industry catering for major oil companies through to small independant retailers. They have been using the Orion ERP solution since 1997 and have always looked to FD Systems to develop additional solutions to help them effectively manage key areas of their business.

Scenario: Tokheim have a nationwide network of service engineers who are on call to deal with emergency and routine maintenance of business critical customer equipment such as forecourt petrol pumps. Tokheim needed a complete software tool not only to manage the entire process of the service call - but also to allow their field personnel direct and real time access to this information, thereby enabling them to offer their customers the most efficient level of service possible.

Challenge:When a customer logs a service call with Tokheim an immediate response is often required due to health and safety considerations. RPS required a software solution that not only offered a complete call logging and service management tool but one that could also automatically prioritise calls based on a combination of call urgency, contractual response obligations and outstanding calls. In addition, field personnel needed online access to this information directing them to the most critical calls first without having to waste time making phone calls.

Solution: As a starting point FD Systems supplied Tokheim with Orion Service, the complete call logging and service management system. Next, we listened to the changing requirements of Tokheim and together we came up with an effective solution : we developed Orion Service On-Line, a web enabled add on to our exisiting call logging system. This gives field staff direct and real time access to Orion Service via a web browser from any internet accessible device. On the spot invoicing, signature capture, timesheet entry and part ordering/requistioning speeded up the entire billing process.