News & Resources

Dispenser Services Inc  Selects Web-based Field Resource Management Solution from Nexterna

August 14, 2002 - Nexterna, Inc., a leading provider of wireless Mobile Resource Management solutions, announces Dispenser Services Inc  (DSI) has entered an agreement to deploy the Nexterna Clearview Field Resource Management system  The system will enable DSI to provide better customer service by using real-time GPS to optimize their dispatch process  Dispenser Services is a full service provider of beverage dispensing machines, products and services.

DSI installs and services beverage equipment in hospitals, schools, hotels and other institutional accounts  The bulk of Dispenser Services revenue comes from providing coffee, juices and other products dispensed by this equipment  When the equipment doesn't dispense, not only are customers unhappy, but product doesn't get consumed, and therefore, reduces DSI's product revenue.

DSI's business objectives are to be able to respond to a customer's request for service as fast and efficiently as possible by optimizing their dispatch process  They also need a service management system that had detailed product asset tracking capabilities  Many times DSI's technicians simply replace a unit in order to get it up and running as quickly as possible  Therefore tracking the repair history of a particular unit independent of a customer account or location is necessary to effectively use manufacturer warranties and make decisions about repair vs  retirement for each piece of equipment  Finally, DSI wants to reduce their service to invoice time by being able to generate an invoice the same day the service is provided.

The Nexterna Clearview system selected by Dispenser services includes the Nexterna Clearview service management application, integrated mobile service management software, personal digital assistants (PDAs), wireless data connectivity with a combination of terrestrial cellular and satellite airtime, real-time vehicle location using GPS technology, and customer web access.

"This new system will help us keep beverages flowing at all our customer locations, and better manage our installed equipment base," said Carol Rhodes, Customer Service Manager for Dispenser Services Inc  "We selected Nexterna Clearview because they were the only vendor that could meet our business requirements of dispatch optimization, affordable wireless data communications and real-time inventory management  With this system we can quickly pick the best technician based on their location, available inventory, and the skills necessary to perform the service required."

The Nexterna Clearview service management application is web-based and includes in-depth modules for service order management, sales order management, call avoidance, optimized dispatch with integrated mapping, contracts and preventative maintenance, product/asset tracking, and logistics and reverse logistics.

"The Nexterna Clearview system is completely modular, allowing companies to start with the back-office service management application and gradually add on other components such as customer web access, the integrated mobile software for technicians, GPS location tracking, and real-time wireless data communications," said Michael Hedge, Senior Vice President of Field Service for Nexterna  "Advanced service organizations like Dispenser Services can immediately obtain a complete field resource management solution all in a single package even including the wireless airtime."