NRG Group Standardises on Dexterra for Field Service Across Europe

Dexterra has been selected by the NRG Group through its Nashuatec, Rex-Rotary, and Gestetner sales brands, to supply the Dexterra Concert mobile business platform and its TransApp Field Service application to manage up to 2,500 field engineers across Europe.

Dexterra will provide the mobility piece of a wider project to improve and manage NRG Group's customer service throughout Europe, and will be integrated with NRG Group's service management solution SMART. This solution provides harmonised, best-practice service processes for all NRG Group European operations. SMART comprises a call centre request-handling solution from Siebel and an automatic resource scheduling engine from Click Software. The implementation will be initially rolled out to up to 300 field service engineers in the UK commencing early this year, followed by the Benelux. Dexterra Field Service will be fully implemented to up to 2,500 engineers across Europe within three years.

Using Dexterra, NRG Group engineers will be able to access all the information they require in the field, including parts, products, customer information, technical white papers, and troubleshooting, primarily via laptops. NRG Group also requires the option to deploy the solution via handheld devices during the course of its European rollout. The handheld option may prove particularly important in supporting walking engineers based in city centres.

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