Success Story

NSW Food Authority

NSW Food Authority’s ByteMobile solution improved its customer service, increased its professionalism and has achieved a 40% gain in the number of inspections and audits it’ s able to complete.

INTRODUCTION

NSW Food Authority’s ByteMobile solution improved its customer service, increased its professionalism and has achieved a 40% gain in the number of inspections and audits it’ s able to complete.



PAIN POINT

With only 50 field officers, NSWFA was struggling to deal with over 12,000 inspections/audits and 2,000 customer complaints it receives annually. The challenge was to reduce the 2 days per week field officers spent in the office, and increase the amount of time they could spend in the field with their customers.



SOLUTION TO DATE

  • Custom mobile application integrates with existing CRM to allow:
    • review of site inspection history.
    • capture and upload of supporting photos (also able to be annotated).
    • customers to sign and accept the completed form prior to submission.
    • dynamically generated checklists.
    • operation in ‘full’ offline mode.
  • Consolidates multiple paper-based forms into 1 intelligent electronic (multi-part) form which connects via a 3rd party middleware layer to NSWFA back-end system (or if no connectivity, pends on the device until connectivity is restored).
  • Forms self-calculate so that at the conclusion of the site visit the customer receives a conclusive copy of the report almost immediately via email (instead of the previous 2 week delay).
  • Replaces all paper-based reference material, including previous inspections, legal rulings, copies of legislation and more than 300 checklists.

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