For more than 10 years, Innserve has been the leading independent national drinks dispensing business in the UK, with more than £100 million of assets maintained and serviced each year. Innserve supplies, installs and maintains drink dispensing systems in over 80,000 premises across England, Scotland and Wales.
With updates required on technicians’ mobile devices every two to three weeks, Innserve was finding it difficult to ensure devices were being updated when required. The company lost valuable time and resources reaching out to technicians to advise them to update their devices. In addition, to get a new device up and running, or to troubleshoot and fix mobile tech issues on a device, the IT team would spend upwards of two hours on the phone speaking with a technician to resolve the issue. These manual processes proved inefficient and time-consuming, negatively impacting the IT team’s ability to respond to more critical tasks affecting the business.
The SOTI ONE Platform allowed for these software updates to be scheduled remotely across the company’s Panasonic TOUGHBOOK L1 Android tablets before technicians began their service calls for the day, now taking minutes, not hours. Moreover, devices automatically sync with the central system. Technicians receive their daily appointment schedule, plan their routes and record information about service calls on their device. They can now also order parts, send emails, access HR systems and training videos, and share information with customers. To help keep each device secure, technicians can access apps through a single sign-on feature and have access to SOTI Assist, the industry’s first diagnostic help desk solution built for mobile devices.
The ability to remotely manage mobile devices, push software updates and troubleshoot mobile device issues, empowers Innserve to drive efficiencies and stay ahead of the competition. Innserve no longer has to chase its technicians to update their devices because it can be scheduled and managed remotely using SOTI MobiControl, part of the SOTI ONE Platform. With tech improvements to the company’s mobile infrastructure, each technician can now achieve an additional service call each day, saving 500 worker hours in the past year alone. SOTI MobiControl and Panasonic’s TOUGHBOOK L1 tablet deployment have substantially improved Innserve’s productivity and reduced the cost and complexity of its business operations, as well as increasing customer service levels by 25%.