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Blick, a Stanley Security Solutions company and UK market leader in the design, installation and maintenance of a range of Security, Communication and Time Management solutions has enabled its mobile workforce. Blick has chosen Cognito, in partnership with Pinnacle, to provide a fully managed mobile workflow solution to over 120 mobile service engineers nationwide. Blick’s decision to overhaul its service management operation followed a strategic review of the business earlier in the year. The combined Cognito/Pinnacle service will enable Blick to further enhance the company’s customer service and productivity, whilst delivering a range of management and control benefits.

Blick has in excess of 20,000 customers across the industrial, commercial and public sectors. With the strong backing of Stanley Security Solutions, Blick’s focus on customer service encompasses after-sales support through a range of maintenance support packages all managed through a National Call Centre. Cognito’s mobile workflow solution is integrated into the Call Centre through Pinnacle’s service management system and the service is fully managed by both companies. The whole system is due to go live in November 2004.

Commenting on the contract award, Paul Moore, National Service Manager for Blick, said: “For the past two years our service engineers have been using mobile phones to accept jobs, report back to the call centre and generally conduct their business. For any company, such a system is prone to human error and discrepancies, for example when ordering parts or recording the exact details of a job. We chose Cognito’s solution as a critical step towards eradicating such errors and to provide a range of other benefits, such as being able to control our mobile phone costs and improve service levels.”

Cognito’s managed mobile data service will enable Blick’s service engineers to perform a variety of tasks that are tailored to Blick’s specific requirements, using PDAs (Personal Digital Assistants).

Built into the PDA’s is Formsplus, Cognito’s unique mobile device application enabling wireless data transactions to integrate into office systems. Formsplus significantly speeds up the process of service functions such as job allocation, customer billing and ordering spare parts, helping companies to meet stringent customer Service Level Agreements. The solution is managed 24 hours a day to ensure mobile workers are constantly in touch and able to process jobs.

Having taken a customer call, a call centre representative can log the customer’s request, issue the job to a Blick engineer, monitor acceptance of the call and provide the customer with the engineer’s estimated time of arrival; this is achieved without the need to make a telephone call or write down instructions on paper. Blick’s service engineers can also order spare parts, complete their timesheets accurately and download a full service history for the customer, before making the visit. Furthermore, these activities are executed in real-time so that, for instance, a customer can see that their part has been ordered, is in stock and a follow up appointment with the engineer can be booked there and then.

Commercial Director for Cognito, Harry Hayden, said: “We are delighted to have secured this contract with a company that has customer service embedded in its culture. The Cognito service will help Blick realise significant productivity benefits and the enhancements to customer service levels will deliver real advantage for Blick in this competitive market. Mobile workflow solutions are increasingly being deployed by organisations such as Blick, identifying the major business growth opportunities they can deliver in addition to traditional administration and process savings”

“We chose Cognito and Pinnacle because they oozed professionalism and have a service offering that is perfect for our business,” said Paul Moore. “The strong partnership between the two companies and their ability to provide us with a seamless office to mobile service was a major factor in appointing them. Cognito and Pinnacle will enable us to enhance our service management operation without needing expertise in-house and all of the associated and often hidden costs that come with that type of set up.”

Ends

For further press information, please contact:

Katie King
2thefore
Tel : 0208 360 2442
Mobile : 07974 161 179
Email: katie@2thefore.biz
www.2thefore.com

Glen Goldsmith
2thefore
Tel: 01483 811 234
Mobile: 07812 766 338
Email: glen@2thefore.biz
www.2thefore.com

About Cognito

Founded in 1992 Cognito was the first company in the UK to be awarded a licence to run a radio network for data transmission. Today Cognito provides a single and seamless point of integration enabling client business to harness the power of corporate information out in the field, utilising GPRS and GSM technology.

The company offers managed services on behalf of many blue chip companies including, Fuji, Honeywell, Konica, Kraft Foods, London Bus Services, NTL, Siemens and Transco. Cognito delivers a range of services that enable corporate customers to enhance mobile workflow, reduce administration, minimise costs and increase productivity by improving the flow of communications between central systems and mobile workers.

For additional information visit www.cognito.co.uk, or email at info@cognito.co.uk, or by telephone on +44 (0) 1635 508200.


About Pinnacle

Pinnacle Computer Systems Ltd is a leader in the design and implementation of Service Management Software and Mobile Data Solutions for organisations performing on-site maintenance and repair.

Service Director(r) is Pinnacle's comprehensive, packaged service management system for organisations performing on-site field service activities. It provides the very highest levels of operational and management control for all types of service company.

Pinnacle Mobile provides a genuine 'end to end' solution from a single source. Setting the highest standards in field communications this innovative product combines all the benefits of Service Director with the latest mobile technology. Pinnacle's wide-ranging client base includes Blick, Siemens Traffic Controls, Cable & Wireless, Servowarm and Swale


About Blick

Blick is a leading provider in Security, Communication and Time Management solutions to commerce, industry and the public sector. The company provides a complete service from the design, manufacture and installation of integrated systems to ongoing maintenance and customer support with many market-leading brands including Blick Time Systems, PAC International, Blick Communications, Blick South Africa and Alfia. In addition, Blick offers a range of finance options, all of which combine to ensure a total support and service package for customers.

Blick is a division of Stanley Security Solutions, a fully owned product group of The Stanley Works. The Stanley Works, an S&P 500 company, is a worldwide supplier of tools, hardware and door systems for professional, industrial and consumer use.

For further information, please visit www.blick.com


About Stanley Security Solutions

Stanley Security Solutions is a provider of access and security solutions and a fully owned product group of The Stanley Works. Comprised of nine specialized divisions, Stanley Security Solutions is a provider of products and services delivered directly to end users in numerous vertical markets and industries. With a strategy and track record of acquiring “industry leading” service companies, Stanley Security Solutions is establishing itself as a security solutions company that offers a comprehensive
suite of products and services that spans the entire security spectrum.

For further information, please visit www.stanleysecuritysolutions.co.uk

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