With short technical response times and extremely high “first-time-fix” rates, Matthews manufacturing customers enjoy the highest possible production efficiencies. Matthews’ technology innovation is not just limited to their traceability solutions. Underpinning Matthews’ entire technical support operation is the industry’s most technically advanced electronic job-despatch and recording system: Matthews Service Management System (SMS). Every technical service request is electronically logged, Matthews’ ETA on site scheduled — based on current estimated completion times of other open jobs — and then dispatched to the next available service engineer via a broad-band, hand-held terminal. Before the Matthews’ technician arrives on site, they have been able to view the fault condition, look at recent service history and be made fully aware of any particular site OH&S requirements. All parts and labour used on the job are recorded on the terminal, the customer signs the terminal screen and a service report is emailed to the client within an hour. Matthews believes that in the current economic environment, it is even more important for manufacturers to know that their investment in coding, labelling and traceability solutions does not compromise their production efficiencies and operational budgets. Matthews’ Phil Biggs says, “First-time fix rates of over 97% mean that when a Matthews' technician leaves a site, the client’s production line is back in full operation and coding equipment is running efficiently.” Matthews achieves this very high rate of fault diagnosis and rectification in a number of ways: continually trained and experienced staff, escalation procedures for extra support if it is required and service vehicles that are continuously replenished with all the required spare parts they need.
For more information or to contact Matthews Intelligent Identification please click on the button below.