Gaming Machine Distributors

GMD manage the distribution and maintenance of substantially all of the gaming machines on the South Island. An extensive network of local technicians enables them to respond quickly to calls anywhere in the South Island. What they needed from us was an efficient system for handling support calls from their customers, and ensuring each call is handled by the most appropriate technician.

What We Delivered

We created an integrated system which enabled calls to be logged quickly via a web interface. The web interface provides mobility for call support staff, and an AJAX-layer makes call handling efficient.

The support staff can route the call through to the most appropriate technician group, which causes an email or SMS to be sent to each technician in the group. Any technician in the group can accept the job or assign it to a specific individual using their PDA. A system of checks ensures that if any job not picked up within a set timeframe is escalated.

Job details are automatically sent to the technician's PDA, providing him with the information he needs onsite. Since part of the technician's role is to manage meter readings, the technician can also capture these efficently on his PDA, via a combination of scanners and admin-customisable input forms.

The Benefit to the Customer

The big win for GMD is more efficient and reliable job management. The big win for their customers is the same.