FOR IMMEDIATE RELEASE:
Vettro Media:
JiYoung Kim
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917.279.9342
Case Study: Field Force Automation Saves
The Day For Mac-Gray
Posted by Eric Zeman, Jul 27, 2007
10:47 AM
Welcome to Over The Air's first Friday case study.
We'd like to make case studies a regular part of the blog and
we're kicking things off with a look at how Mac-Gray's coin
collectors used standard field force gear to reduce expenses,
reduce wear and tear on its fleet and boost worker productivity.
(This is the first in what we hope will be many case
studies presented by Over The Air on Friday's.
If you have a mobile-based case study that you'd like us
to consider writing up in the blog, please feel free email
it to Stephen or me .)
Any company that manages a fleet of vans and drivers knows
that cutting down the time and mileage between appointments
is a critical part of controlling expenses and enhancing productivity.
While GPS systems
are certainly one way to make sure drivers are taking the quickest
or shortest route between jobs (and not stopping to run errands
along the way), it can foster ill-will in the workforce. Mac-Gray
didn't want to go quite that far with its fleet of technicians
and coin collectors, but it knew it needed to take action to
save some green.
Mac-Gray operates some 58,000 laundry facilities in multi-dwelling
units, be they apartment buildings or college dormitories.
It uses 260 technicians to install and service the laundry
machines, and another 110 coin collectors to pick up the money
deposited into the machines. Each is using slightly different
solutions to help them perform their jobs more efficiently.
Vetting Vettro
The technicians used to rely on two-way radios and a central
dispatch office to determine their daily work flow. Since they
were also armed with Motorola iDEN walkie-talkie
phones, Mac-Gray decided to explore the possibility of using
a dispatching and inventory control program on the phones. "We
were looking for a solution that would run on the same mobile
phones because we didn't want the techs using multiple devices
or hardwired GPS," said Mike Lento, Mac-Gray's VP of operations. "We
ended up going with Vettro."
It is using Vettro 's
TechLinx program on the phones and now each technician is automatically
dispatched to the next appointment and can control his own
inventory. "We were able to eliminate 6 dispatchers, so that
saved us 6 man-years right off the bat. The techs can also
track the inventory in their truck, mark which parts have been
used at any particular job, and always be equipped. This added
about an hour of productivity to each tech's day," said Lento.
Once it squared away the technicians, Mac-Gray focused attention
on its coin collectors. Mac-Gray has 24 branches that cover
a 43-state region. Each branch has its own set of collectors,
who bring the coins back at the end of their day. With its
old system, some collectors were working 6-hour days, while
others were working 12-hour days because the work load wasn't
properly balanced. Those poor guys putting in 12 hours contributed
to a lot of overtime expenses. Since Mac-Gray had some success
with the TechLinx program, it turned to Vettro again, and chose
its CollectorLinx program.
"CollectorLinkx takes the number of stops that the collectors
have to do each day and optimizes the number it, balances the
territory and estimates the amount of work that can be done
in an 8-hour work day," said Lento. "It also assigns specific
tasks and parts of each task. The collectors hit a couple of
buttons and report in on what they've been doing at each step
of the process and all that information comes back to our database."
Mac-Gray is making use of the GPS chips in the phones and
ties that data to the Vettro applications. With the time and
location stamps that occur when each action is complete, Mac-Gray
can watch the transactions and determine whether or not the
techs were doing what they were asked to do.
"We put them in control of their day," said Lento. "When a
collector logs in in the morning, we get a time stamp and GPS
coordinates. Then he sees what he is supposed to do that day,
and the sequence he is supposed to do it in. Every time he
presses a button, we know what happens where."
Mac-Gray says it is not using the application in a Big Brother
sort of way. "Initially, there were a lot of nay sayers," said
Lento. "People thought we were watching them. A lot of the
gripes were because they feared the unknown. But we put them
in the corporate training program and showed them that it is
relatively easy to use. We pithed that it is no harder than
to use the remote on their TV. There are only 4 buttons to
click and choose over and over again. "After we showed it to
them, slowly but surely, they just started using it."
What about ROI?
Mac-Gray is rolling the coin collector program out slowly
to its branches. The first 10 of 24 are already up and running.
But what sort of benefit is Mac-Gray seeing from these field
force systems?
"Miles. It's all about saving miles, gas, and wear and tear
on the vans," said Lento. In fact, Mac-Gray is seeing 12% to
15% savings on the number of miles for each of its collectors
using the solution. It has also balanced out the work days
for its collectors, eliminated overtime expenses and boosted
each collector's productivity by 20%. More importantly, it
has seen a 70% drop in time to resolution per ticket. That
makes for happier customers.
Mac-Gray recouped its initial investment in 18 months. "As
we tripled in size, the benefits compounded themselves. We've
definitely taken advantage of it. For us, it was a very good
investment, and Vettro has been able to adapt their applications
for us quite easily."
