Ultra-rugged mobile computers improve Fiat Chrysler’s customer service

Dealers are critical to the success of global automotive giant Fiat Chrysler Automobiles (FCA), which is why its Middle East regional parts distribution center, which supplies parts and accessories to 13 dealers across eight countries, sought to enhance service and satisfaction across its dealer network.

That was a challenging task, considering the DC houses 51,000 part numbers across 32,292 square feet of warehouse space. It also moves close to 125 consignments per week, supported by an around-the-clock staff of 30 pickers.

So, when tackling the continuous and immediate challenge of picking, packing and shipping the correct parts to dealers, it’s imperative that workers are equipped with technology that can get the job done quickly, yet efficiently—while remaining durable and resilient in a warehouse setting.

In addition, the distribution center needed flexibility in its operating systems. At the time, it was using Windows mobile, but wanted to be able to easily and efficiently migrate to Android without investing in a fleet of new devices.

The solution was an ultra-rugged mobile computer designed for warehouse environments that supports Windows and Android operating systems and enables workers to access mission-critical information on parts and accessories. It scans bar codes accurately from a distance, is light enough to carry, and is rugged enough to withstand an 8-foot drop to concrete and other warehouse hazards.

The FCA Middle East facility saw immediate improvements, especially in worker productivity, operational efficiency and customer service. Workers were able to quickly and accurately scan part numbers from as far as 50 feet away, which helped improve the picking, packing and shipping processes.

Workers also benefited from an ergonomic, ultra-rugged design, which is 31% lighter than other devices in its class. With the devices’ powerful, long-life batteries, workers didn’t face interruptions due to swapping or recharging batteries.

However, the most important benefit for FCA Middle East was ensuring it could have a rugged mobile device that could support Android and Windows OS. The transition to Android—with the impending sunset of the current Windows mobile operating system—could be simplified.

With the power to quickly and accurately scan part numbers, the resiliency to withstand harsh warehouse conditions, a long-lasting battery life and a processor powerful enough to multitask, FCA Middle East’s move to an OS-flexible mobile solution ensured its warehouse staff could perform their tasks more efficiently—contributing to higher customer satisfaction overall.

“At FCA, it’s all about customer satisfaction. We always aim for 100% customer satisfaction, and [the mobile computer] offers just that,” says Savio Pereira, head of warehouse operations at Fiat Chrysler Automobiles, Middle East FZE.