Qantas Freight uses smartphone app to streamline servicing

Toyota Material Handling Australia (TMHA) has designed a smartphone service app to enable faster and easier logging of service requests by customers. The system has already been embraced by major freight operation, Qantas Freight.

According to TMHA, the app directs service requests by email straight to the nearest TMHA branch for follow up and action, allowing customers to include a photograph of the unit or item that requires service.

TMHA General Manager, Service, Stephen Barnes, said customers appreciate being able to log service breakdowns on their mobile telephone touch-screen.

“Customers can log faults by brand, type of forklift used and type of fault,” he said. “This means the service technician arrives at the customer's premises forearmed with this information and is better equipped to diagnose and fix the problem.

Qantas Freight's Melbourne domestic terminal at Tullamarine is the largest national user of the app. “Our business is a 24-hour operation, with overnight being the busiest period, so I'm able to log any overnight problems when I start work at 6am – and any dayshift problems the moment they occur,” said Qantas Freight Enterprises Training and Equipment Manager (Melbourne), James Carr.

The TMHA fleet at Qantas Freight in Melbourne includes six forklifts, four towing tugs, four compact towing tractors and five BT lift trucks.

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