Overview Of Kwong Ngee Engineering's Operation
Kwong Ngee Engineering is a Singapore based company which specializes in providing one-stop maintenance services to gas stations. Key clients are oil companies in Singapore including BP, Caltex, ExxonMobil, Shell and SPC.

As the market leader, Kwong Ngee continues to raise its service level by delivering high quality service with faster response time. The business requirement is to improve speed and efficiency of business operation, enabling the field workforce to respond to technical failures at gas stations quickly and avoiding service downtime.

The Challenges - Effective workforce deployment with respect to
speed and cost
Service downtime at a gas station equates to revenue loss, and the potential revenue impact can be significant if it is located at a high customer traffic zone.

As a full service partner for these oil companies, Kwong Ngee understands the stringent requirements and is committed to delivering excellent customer service. It continues to scale its current operation to meet rising demands, while keeping the cost low. Upon receiving calls reporting service failure, the office coordinator at Kwong Ngee will contact technicians located within the zone, and assign the service order to the nearest technicians.

Prior to Smart Track, the entire process was highly manual and highly paper-based, with several operational challenges.

• Lack of location visibility
  Even when manpower is allocated based on zone, the job coordinator in the office does not know the current location of the service technicians.

• Prone to error and dispute
  Ad-hoc job assignment based on urgent request is prone to error especially when relying on voice communication to provide address information and job details to technicians.

• Highly administrative and time-consuming
  The process of querying the whereabouts of technicians and communicating the relevant information via voice is time-consuming.

In light of all these challenges, the management concluded that an effective solution to reduce the time spent in work coordination was needed.

The Solution - Wireless Tracking for Effective Field Workforce Deployment
Kwong Ngee engaged ST Mobile Data to address these challenges and adopted the Smart Track wireless service.

Smart Track is a web-based vehicle tracking service that utilizes the special walkie-talkie phone with GPS capability. It enables the company to efficiently assign service orders based on technician availability and proximity to work sites.

A subscription-based service, Smart Track is an affordable tracking solution that lets users enjoy dual benefits through tracking and voice communication.

Key features include:

• Vehicle Tracking
  Real-time and historical playback of routes travelled.

• Messaging
  Send job details to field workers and receive confirmation.

• Report & Analysis
  Generate historical travel reports for further analysis.

At Kwong Ngee, office coordinators can log on to Smart Track and issue job orders based on the proximity of technicians to the work site as well as availability. Time that used to be wasted on managing technician availability and locations has been saved as a result of Smart Track.

In the field, technicians can respond to site requirements more promptly and efficiently. With less interference from phone calls on location query, technicians are now better able to focus on serving customer needs.

The Results and Benefits - Improved Speed And Efficiency

• Better customer service
  The up-to-the minute visibility of the workforce speeds up deployment of technicians and ultimately reduces gas station service downtime.
• Better productivity
  Using text-based messaging function in the Smart Track system, job coordinators can accurately communicate job details and get faster response.
• Improved accountability and management analysis
  Useful information (including technician location, workforce schedule and message records) is being captured and stored, and various reports can be generated for management review and analysis.