BT makes first-fix easier
October 1st 2005 The BT Engineering Administration SYstem (EASY) has been making life easier for its customers across Europe since 2003. BT Europe has recently completed implementation of a new version of the system.
The upgrade involves the use of a new technical platform and has resulted in service technicians getting to customers sooner. According to the company, the platform is more flexible and will be the basis for further development of the system to meet future demands.
BT contacts its customers when scheduled maintenance is due. If there is an unforeseen problem, the customer simply calls BT’s customer service centre, which promptly informs the appropriate technician.
The technician has a handheld terminal which allows them to receive information such customer address, fault reports and service records, all via the EASY computer. Parts can be ordered directly from the EASY terminal.
According to BT, the EASY system now delivers improved quality, shorter delivery times and an improved first-fix rate. More articles from Toyota Material Handling (UK) Ltd: | 
