Remote Tech

1
Remote Tech

• Greg Shepard Evan Kramer
• Dos Imaging
• 2007

2
Business Overview

• DOS Imaging
• Using Remote Tech All Technicians
• Located in Sarasota, Ft Myers, Tampa, FL
• Amount of time using Remote Tech 1yr

3
Business Problem

• DOS Imaging has a two dispatch centers Call
  Center Reps 2 Technicians 15Average
  Calls/Month - 1100 Models Serviced Over 200
• Equipment Fleet Over 2100
• Remote Tech ---- PRICELESS

4
Business Solution (Remote Tech)

• A tool used by technicians to
• Manage their service calls Service Remarks,
  Parts Used
• View equipment history
• View inventory levels location
• Map call locations
• Prior to implementing we were hoping to
• Enable techs to become more self sufficient
• Increase call closure times
• Increase cash flows by invoicing faster
• Reduce admin personnels time to dispatch
• Provide Real Time Reporting
• Enable better inventory control

5
Solution Implementation

• We rolled out Remote Tech as a web application
• Loaded it on a web server and techs access it
  just like any other web site.
• This makes upgrades incredibly easy because we
  are only loading the software one time (as
  opposed to each laptop)
• Tech can access system any place they would be
  able to access the internet.
• We initially rolled it out to 2 techs to get some
  feedback (1 technically strong techs and 1
  technically challenged techs)
• About 1 month later rolled it out to all 15
  techs.

6
Current Situation

• Currently we have 15 techs using Remote Tech
• They close the call and mark it Ready to
  Invoice
• An Admin person glances at call and invoices it.
• Benefits Observed
• We have been able to decrease of Admin people
  by at least 1 FTE(Savings of about 30K/yearly)
• Hold time (call ins) for Techs has been
  eliminated
• We have decrease the number of tech calls into
  dispatch inquiring about equipment history,
  directions, service address, call status, etc
  by over 95
• Couldnt imagine working without it!!! Greg
  ShepardVP of Operations