The Hastings-based company services all aspects of gaming industry equipment from monthly maintenance checks to conversions and complete installs.

Service+ is a wireless job dispatch and management system for service companies like Evolution Gaming. It enables them to capture job details on a central job management website and then send all the required job information direct to staff working in the field, on their PDAs.

Telecom’s full end-to-end service includes hosting the secure website.

Evolution Gaming introduced Service+ to better manage its workload and easily demonstrate value to clients by providing accurate records of each job completed.

Improved response
“Our office manager receives calls on an 0800 number, logs the details of each job on the website and then sends that information over the Telecom mobile network to the relevant technician for that area,” says Operations Manager Paul Johnston.

“Each technician has a Harrier PDA and uses this to acknowledge when they’ve received the message, when they’re en route, when they’ve started the job, what parts they’ve used and when the job is finished.”

“After-hours I receive calls on my mobile. I always have my laptop with me and because it has a Mobile Broadband data card, I can go online to update the website and send jobs through from almost anywhere.

So, for a start, we’re able to be more responsive to our clients. With PDAs, technicians get notified sooner and get out to the job faster, and the machines are not out of action for as long.

Saving on administration costs
“The other bonus is that it’s saving us up to a week a month on administration and our reporting to clients is much better.

“Previously our technicians would take job details over the phone and record four carbon copies of each in a book – one for themselves, one for the office and two for the client,” says Mr Johnston.

“At the end of the month they would send their paperwork to our office manager who would then have to trawl through all the sheets to collate a client report.

“With Service+ all the information is on a central database so we can do daily, weekly or monthly reports.”

The new system is also enabling Evolution Gaming to increase accuracy, particularly during busy periods.

“Sometimes our technicians get between 20 and 25 call-outs a day. That’s easier to manage now because they have all the information they need on their handset rather than taking notes on the run,” says Mr Johnston.

“And because they’re using Harriers our technicians are giving updates as they go so our records are more accurate.” “In an industry governed by regulation our clients need accurate reports for their compliance and Service+ is helping us provide that.”

March 2007