Voted No.1 in Customer Service by a leading independent motoring research organization, RAC is one of the UK's largest motoring organizations. Founded in 1897, it now has over six million members. Among its many consumer and business offerings, including its renowned vehicle breakdown and recovery services, RAC boasts an extensive vehicle inspection operation that is divided into a consumer side and a business-to-business division.

A growing problem
The consumer side (RAC Vehicle Examinations) offers a comprehensive car inspection facility to car-buying RAC members and non-members alike. If you want a vehicle checked by one of the highly-qualified RAC Vehicle Inspectors, they will go out in rain or shine to inspect every detail of your future investment.

However, with 170 Vehicle Inspectors checking the dozens of elements that make a car roadworthy, then filling out inspection forms in all conditions, the administration was becoming a growing problem. For instance, each inspector has different hand-writing - sometimes difficult to understand - and each uses different terminology and descriptions for each aspect of the vehicle they are inspecting. When this is multiplied by the 500,000 inspections undertaken annually, the size of the problem becomes apparent.

Adrian McCarthy, Head of Operations (Inspector Services) for the RAC in Feltham, Middlesex, explained: "Previously, all our field inspectors used a paper-based system that relied on hand-written forms copied to head office and to the customer. This was effective, but quite a slow, manual system prone to errors and misinterpretation. As the service increased in popularity, we were under a lot of pressure to make the process more efficient."

Going digital
So in 1998, RAC decided to do something about standardizing the processes involved. This inevitably meant going digital. Mr. McCarthy contacted mobile solutions specialist, TBS (Technological Business Solutions Ltd).

Based in Derbyshire, TBS has been involved in portable communications since 1993. In that time, the company has established itself as the UK's leading systems integrator for portable computers using the Windows CE operating language plus a wide range of other platforms from notebook computers to specialist mobile terminals.

TBS specializes in all areas of mobile data distribution including field service systems, health, audit/inspection systems, transportation and logistics as well as sales and marketing solutions.

Jon Poynton, Commercial Director at TBS LTD, takes up the story: "Our first objective was to get their field workers up and running with a portable data-capture capability. RAC chose Casio PA2400 hand-held PCs. Then we had to ensure that they had the means to print out paper copies of their inspections under a wide range of adverse conditions."

Reviewing the mobile options
There were numerous options available. Several printer manufacturers better known for their desktop products, including Hewlett-Packard, Canon, Olivetti and Brother, favor ink-jet solutions for their mobile printers. Thermal dye-transfer technology is another print technology used in portable printers from other companies, such as Seiko/Citizen. But in the sometimes harsh physical environment of a mobile office, typified by extremes of temperature, humidity and physical motion or vibration, these technologies have their limitations.

For Mr. McCarthy and his team, the chosen solution had to handle these situations with ease.

"One of the biggest players in the mobile printing market is Pentax Technologies with its PocketJet™ printer," continues Jon Poynton. "We had previous experience with the PocketJet™ in systems for other customer organizations, so we had a very good existing relationship with its UK distributor, RGI Mobile Solutions and their Sales Director, Mike Gerschel."

After a review of the various makes on offer, RAC opted for the PocketJet™ from Pentax Technologies. As a result, Mike Gerschel at RGI delivered 70 PocketJet™ printers to the systems integrator in September 1998.

Direct thermal printing technology
Pentax Technologies' PocketJet™ family of mobile printing solutions uses direct thermal printing. Direct Thermal printing differs from thermal transfer printing by producing a printed image directly onto thermal paper instead of heating a dye substrate onto the paper from a polymer film. This is a similar process to that used in fax machines for many years. As a result, no messy and expensive ink dyes are used.

The advantages of direct thermal printing also include the ability to build a very compact device with just one moving part - the paper transport roller. At three pages per minute of text it is also quick enough to satisfy the requirements of RAC Vehicle Inspectors.

Ideal for the RAC
All in all, direct thermal printing is robust, cheap to run and very compact. Ideal, in fact, for the RAC.

"The idea that there are virtually no moving parts is a big bonus for us," claimed Mr. McCarthy. "It means there is less to go wrong, which is vital for a field operation. That and its compact size were the most compelling reasons for purchasing the PocketJet™ for use by our Vehicle Inspectors."

Pentax makes two models of PocketJet™ printers - the PocketJet™ II (300dpi) and the PocketJet™ 200 (the lower cost 200dpi option). Both are barely wider than an A4 piece of paper and have an end profile of just 30 x 55mm. Furthermore, they weigh less than half a kilo, including an internal-fit rechargeable battery.

The business-to-business operation
Once the Vehicle Inspectors were up and running with the PocketJets™ ("It took our trainers only half a day to train the Inspectors on a three person group basis"), Mr. McCarthy turned his attention to the business-to-business side of the operation. This is where Vehicle Inspectors check company fleet and leased vehicles in large volumes.

"We have a huge business in this area," Mr. McCarthy went on to clarify. "Our Inspectors work on site at the vehicle manufacturers' Conditioning Centers where they check returned fleet and leased vehicles in a continuous program designed to maintain residual values."

A complex process
This process demands a complex checklist of procedures and processes that also includes estimating and pricing information for any repair work that needs to be undertaken to ensure vehicles are brought back up to a high quality standard.

As a result, more PocketJets™ were purchased in November last year (2001). These are part of a further development to the mobile solution provided by TBS involving new Compaq Pocket IPAQ PCs that are capable of being configured to integrate with the different systems at each Conditioning Center.

"It will be a slow process, but one that we are determined to complete," stated Mr. McCarthy. "To date, we have achieved huge benefits in standardizing our mobile data system."

Immediate benefits
These benefits include more accurate information-gathering, less room for error or misinterpretation, saving time for the central office by eliminating the manual re-keying of information - and a better, more professional service to RAC customers.

"The reports generated are copied to several recipients, including the vehicle purchaser on the consumer side as well as the Conditioning Center organization on the business-to-business side," continued Mr. McCarthy. "Customers get a much more professional service based on a clear, legible report and we get a more efficient and accurate operation thanks to the mobile solution using the Pentax printers."

A more efficient process Field inspectors are now undertaking their inspection responsibilities faster and more efficiently thanks to the mobile communication solution implemented by TBS. The Vehicle Inspectors transmit the information to head office via GSM link on a mobile phone where it is stored for future reference. On the business-to-business side, this information would then be forwarded to customer companies such as Avis or Lex Vehicle Leasing.

"The PocketJet™ has proved itself to be reliable, quick and robust." claimed Mr. McCarthy. "During the time we have been operating this system, I have not heard of anything that has gone wrong with them."

If proof were needed of the efficiency of the new system, a recent survey by RAC among its Inspectors achieved a 95% satisfaction rating - up from 75% the previous year!

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