Part of the global Toshiba Corporation, Toshiba TEC Europe Retail Information is the European operation providing sales and service support for retail point of sale devices and printers. In the UK, the company is based in Chertsey, Surrey, and its customers include some of the best known retail and hospitality outlets on Britain’s high streets.
Crucial to Toshiba’s relationships with its customers is a reliable service support, to ensure any issues are addressed as quickly as possible to minimise disruption. To enable this, the company has a team of 26 field service engineers working throughout the UK and Northern Ireland. Each customer has an agreed service level agreement ranging from 2 to 24 hours. Engineers will either repair on site or do a product swap as appropriate.
Having recently taken delivery of a new fleet of 25 hybrid vehicles, the company wished to compare the performance of the new vehicles with the existing fleet and also monitor driver behaviour and performance.
The field service engineers cover around 2,000 miles a month, achieving an average of three calls a day. The requirement for accurate monitoring of their geographical locations to communicate arrival times on site was critical in honouring service agreement levels. The selected telematics system also needed to be fully compatible with Tesseract, the office job scheduling tool used by Toshiba TEC.