In the current economic environment, it is even more important for manufacturers to know that their investment in coding, labelling and traceability solutions does not compromise their production efficiencies and operational budgets. And when coding and labelling systems breakdown it can mean major delays for production.
With a commitment to short technical response times and high "first-time-fix" rates, Matthews is prepared to help manufacturers get up and running in the shortest amount of time.
Matthews’ national service manager, Mario Soccio says, “First-time fix rates of over 97% mean that when a Matthews technician leaves a site, the client’s production line is in most cases back in full operation and coding equipment is running efficiently.”
Underpinning Matthews’ quick response time and 97% first-time fix rate is an advanced electronic job-despatch and recording system - Matthews Service Management System (SMS) — well trained engineers and well stocked service vehicles.
When a technical service request is received it is electronically logged on SMS before an ETA on site is estimated by the system. This is based on current estimated completion times of other open jobs and once established the job is despatched to the next available service engineer via a broad-band, hand-held terminal. Before the Matthews’ technician arrives on site, they have been able to view the fault condition, look at recent service history and be made fully aware of any particular site OH&S requirements. All parts and labour used on the job are recorded on the terminal, the customer signs the terminal screen and a service report is emailed to the client within an hour.
“The instantaneous transfer of information back and forth between SMS and hand-held terminals has made a significant improvement to our response times. With a 97% first-time fix rate, our customers are back up and running faster than before.”
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