__ATAL Engineering Ltd.	FM Mobile on M-Messaging
ATAL Implements FM MOBILE To Enhance Customer Service ATAL Engineering Limited is an E & M group with decades of experience installing and maintaining the building services of clients that comprise government departments, utilities and property developers. Headquartered in the Hong Kong Special Administrative Region, its operations span across Greater China and South East Asia, supported by a staff of about 1,000 industry professionals. The Group prides itself on its guiding principles of providing total customer satisfaction and embracing innovations for growth and efficiency. In keeping with these principles, ATAL decided in late 2001 to install a Computerized Maintenance Management System, MAXIMO®, and to integrate it with a wireless solution for better management of its maintenance technicians. FM MOBILE Helps Customers Reduce Costs ABC QuickSilver's FM MOBILE was trialled and tested by ATAL's field technicians in Hong Kong in the middle of 2002 and went into live service two months later. The solution is implemented on iPAQ3630 and server connectivity may be by means of a cellular data network or a desktop PC. Prior to the introduction of MAXIMO® and FM MOBILE, work order dispatch and job reporting had to be done manually on paper. Now, job orders created at MAXIMO® will be fetched automatically by the FM MOBILE server for retrieval by the destined recipient on his PDA wherever he is. After each assignment, job reports may be entered on the PDA for instantaneous update in MAXIMO® via the FM MOBILE server. Service technicians are no longer required to collect orders and return reports at the service center, hence saving travelling time and costs. "Technicians' non-productivity hours have been reduced as a result of the implementation of FM MOBILE. On the one hand, technicians' travelling time is reduced. More important still, the central office and supervisors are in a better position to monitor the jobs in hand of each technician on a real-time basis so that manpower resources may be utilized in a more efficient manner." Said Mr. Rowland Lai, Head of Service Department of ATAL. FM MOBILE Helps Enhance Customer Care The wireless resolution provided by FM MOBILE offers the advantage of instantaneous customer care. In the case of emergency work orders, within one minute of the request being entered into MAXIMO® by ATAL's call center staff, the service technician will be notified on his PDA with all the contact information and job details. Likewise, the instantaneous reporting of job completion to MAXIMO® allows the central office to track the status of each job in a more timely and efficient manner. The overall customer care experience has been enhanced as a result. Mr. Kazi Leung, Information Technology Manager of ATAL states, "The implementation of FM MOBILE has extended the scope and expanded the capabilities of our Computerized Maintenance Management System and Call Centre. These three key components will form an integrated and integral part of our Customer Care, allowing us to deal with customer requests more promptly and efficiently. Our investments in MAXIMO® and FM MOBILE have demonstrated that innovative technologies can be powerful tools and ATAL will continue to embrace new technologies to help maintain our competitive advantages."
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