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Gestetner of Ceylon Limited launched the SMS based Service Management System in Sri Lanka, for their Technical Service operation. Dr. Hans Wijayasuriya, Chief Executive Officer of Dialog GSM inaugurated the system by sending the first SMS message to a field technician in the presence of Anton Senadipathi, Chief Executive Officer of Gestetner, Sabry Hafeel, Deputy General Manager of Gestetner and Jeremy Fernando, Managing Director of Innovative Data Solutions (Pvt) Limited (IDS), a statement from Gestetner said.

This system was custom developed by IDS for Gestetner and it uses Short Message Service (SMS) of Dialog Network for two way data communication between the Technicians and the Head Office of Gestetner, Vauxhall Street, Colombo 2.

The technical staff of Gestetner are stationed islandwide, each staff member responsible for a group of customers, within a specified geographical area. All are provided with Dialog GSM mobile phones with SMS facility. All requests for service received from customers are logged in the computerised Service Management System at the Head Office, which automatically informs the details of the Customer, nature of the requested service to the respective Area Service Representative by SMS.

The system is capable of receiving information from the Service Representatives such as the time taken to report at the customer's site, type of work carried out and the duration of the service also by SMS, thereby updating the status of each and every Service Request.

Adopting this high-tech system, Gestetner is now able to accurately calculate the Response Time of each and every Service Request, which is one of the key elements in Customer Service.

All Customers of Gestetner now have the opportunity of reporting a breakdown or requesting for service by SMS, in addition to the traditional modes such as telephone, fax and e-mails.

The company plans to provide over 10,000 of their active customers the opportunity of making all their services requests through SMS, with regular updates on the status of the customer's request in the near future, the statement said.

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Copyright 2001 The Associated Newspapers of Ceylon Ltd.
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