Fault Management
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The Peek fault management system and engineer's mobile field solution (FAST - Fault And Support Tracking) provides state of the art tools for the efficient management of our maintenance contracts.
The information available 'live' on the Personal Digital Assistant (PDA) for the engineer to use includes :
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Faults are logged by the Peek fault desk and are then allocated to the designated engineer directly onto the PDA. An estimated time of arrival (ETA), individual site specific risk assessment, on-site/off-site time and work undertaken are all available parameters that can be transmitted electronically back to our customers. Reports can be generated using the generic built-in reporting templates, or customers can write their own using the 'Crystal' reporting software standard within the system architecture. These features significantly reduce the amount of administration involved in operating service contracts.
Peek operates fault reporting facilities at our central headquarters in Basingstoke with regionalised fault desks. These provide a central point of contact for all fault reports and Peek's fault management database is used to record details of the fault and also track repair / rectification. We also provide local terminals at each regional office to allow the local team to monitor progress and generate statistics and reports for performance monitoring purposes. There are various options for communications between customer's control centres and Peek's fault control including the addition of 'web-access' on this system. All regions have provision to cover 'out-of-hours' using either a 24 hour answering / forwarding service or in some cases direct to the 'On-Call' engineering resource. |