IT Security
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Morrison links field engineers with SMS service
Faced with a burden of legal compliance requirements and a mounting number of Section 74 fines, Morrison Utility Services turned to Text Messaging Centre (TMC) to implement a web-based text messaging solution to improve communications and job progress reports with its field-based engineers.
The TMC system allows utility maintenance specialist Morrison to communicate quickly and easily with multiple contractors and engineers working in the field.
Morrison is responsible for the provision, repair and maintenance of utility network infrastructures such as water and gas pipes, electric cables, telecommunication lines and mobile phone masts.
Using the TMC web interface, text messages are sent and received between engineering teams and administrators enabling a full audit trail and complete compliance.
Pricing structure
Cost wise, the text-based service was a winner. There was no initial outlay as the TMC software is supplied free with no monthly costs. Morrison is only paying for the virtual number and the text messages that are sent.
As a web-based solution, Morrison did not need to implement any new hardware or software as the system is fully supported by TMC.
The text messaging service is used by 175 field-based engineers working on contracts across Yorkshire and Humberside, allowing each engineering team has to inform the contract office as each stage of a project is started and completed.
From a user perspective, there are no downloads or specific handset requirements. The engineers do not need to download any software to activate the service. They simply reply to the outbound message which is then returned directly to the Morrison account and forwarded to an email address.
There was no initial outlay as the TMC software is supplied free with no monthly costs. Morrison is only paying for the virtual number and the text messages that are sent
Morrison Utility Services regional systems and business process manager Wayne Shirt said: "Using the SMS solution, teams are able to easily meet legislative requirements by informing the contract office by short text when they arrive on site or complete a project task.
"Each text message is managed highly effectively through the internet application. Whenever an SMS message is received, the TMC system sends back an automated response which contains a unique reference number. This confirms to the engineer that their text has been received and provides us with a fully compliant audit trail."
Improving efficiency of off-site teams
Before switching to TMC, Morrison Utility Services relied on the engineering teams to telephone the contract office to confirm the status of each job so the organisation could comply legally. This system frequently failed as team members were reluctant to stop work to make a phone call.
Shirt said: "Using SMS communication has dramatically increased the speed with which our engineers contact the contract office. With the SMS system they quickly send a text when they arrive on site and are then free to carry on with their projects with few interruptions."
There has also been a significant reduction in business costs since the implementation of TMC texting.
TMC at a glance
TMC provides controlled and managed autonomous web-based text messaging solutions.
It specialises in innovative SMS messaging, producing software tools and offering services which allow organisations to control their own sending and receiving of unlimited global text messages.
The software is free of charge. You simply pay for the messages used. On the price front, there is no contract, minimum term or monthly charge.
TMC offers a number of price bundles. Here are a few examples:
- TMC 2 provides 950 texts for £75 ex VAT, equivalent to 7.9 pence per text
- TMC 5 provides 6,000 texts for £400 ex VAT, 6.7 pence per text
- TMC 6 provides 11,000 texts for £700 ex VAT, 6.4p per text
Customers include Tube Lines, Brent Borough Council and Bupa. http://www.tmcsms.com/
"We used to employ a team of six people to constantly call the teams out in the field, chase them
for updates on jobs and give them details of their next tasks," he added. "But the new automated system is so simple to use that we now only need one person to manage the texts as they come in via the internet.
"We have also seen an 80 per cent reduction in the amount of Section 74 fines being imposed on our teams. These fines are payable when engineers forget to communicate key information to head office at specific points of any project. TMC is very cost effective and we get great customer service around a system that is fully customisable to our needs."
TMC managing director Peter Tanner said: "This is a perfect example of how text messaging is a viable and useful communication tool for all businesses that need to contact staff across multiple locations."
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