eMaintenance
The Urgent Technology eMaintenance system is a transparent tool to capture and complete maintenance requests. Does your business have?
- Multiple outlets, spread over a wide area?
- Equipment to service?
- Buildings to maintain?
Click Here for an Online Demonstration
eMaintenance is:
- Real time
- Transparent
- Accessible
- Searchable
- Measurable
- Internet based (license free)
The Urgent Technology eMaintenance system was initially designed for
the petrol retail market as a transparent way of tracking maintenance
of BP petrol stations across the UK.
This system has now been rolled
out to all BP sites in the UK, US and nine European countries; and is due to
rollout across Germany. See how the Urgent Technology eMaintenance system can
help you manage your business.
The system has four major parts.
- Maintenance Service Centre (MSC)
- Sites web portal
- Contractors web portal
- Telephone Interactive Voice Response (IVR) system
Maintenance Service Centre (MSC) system
The MSC Portal is a powerful web application written using Microsoft’s latest .Net Technology. Through this Portal users can place calls, update calls, search maintenance requests and also use an ad-hoc reporting tool to manipulate the valuable information stored within the system. The MSC Portal also provides full administration of the data contained within eMaintenance, from setting up new users to modifying the Service Level Agreements for a Contractor and a particular type of repair.
A simple data matrix in the system allows Sites and types of repairs to be assigned to particular contractors. In most cases (90%) the system can automatically dispatch a job directly to the correct contractor.
Sites Web Portal
The Sites Web Portal allows staff on the shop floor to log a call (maintenance request) in eMaintenance. The site can then follow the progress of this job as it is accepted by the call desk, dispatched to the contractor etc…
Contractors Web Portal
The Contractors Web Portal allows the contractor to do much the same as the site. The main difference being that the contractor accepts new jobs and updates them as each stage is passed…On Site, Parts on order, Completed etc…
Telephone IVR (Interactive Voice Response) system
The IVR system first started life as a fall back for any site users that had no internet access. It has since grown into a simple but powerful telephone based call logging and updating system.
Site IVR
A site can call the IVR system, they are prompted for their account number, and the system accepts and confirms the sites details. The caller is then prompted from menu options to choose from a comprehensive list of problems. Once they have made this selection they have the option to leave a voice message as well.
This call is directly added to the eMaintenance system from which the Call Centre Agent can review, listen to voice comments and accept the job.
Sites also have the option to chase up a job and check the status of existing jobs.
Contractor IVR
A Contractor can call the IVR system; they are prompted for a unique Order Number related to the job. Once the details of this Order Number are confirmed the Contractor has the option to update the job and leave comments about the work they completed.
This feature of the IVR systems comes into its own when the Contractor is On Site. They can call the IVR system and update the job saying they are “On Site” giving near real time status information of a job. If they have completed their work as well they can “Complete” the job during the same telephone call.