Radio Service Made Easy: The Westcan Bag Program

Radio systems are designed to allow clients to manage site communications that underpin safety, productivity and operational excellence. These systems are highly sophisticated combinations of infrastructure, user radios and system controls that interact to deliver constant communications. Each element of a radio system is a unique piece of a complex interdependent/interactive structure akin to any computer based network.

One of the most common challenges in managing any complex radio system relates to managing the service and repair of radio gear. These radio units are really complex computer units that are technically sophisticated, expensive and programmed with very specific parameters in order to function properly and effectively. Each radio has three core service impacting “buckets” that need to be managed;

  1. The radio technology itself.
  2. The related fleet mapping and programming.
  3. The logistics related to knowing what radio belongs where, how it is programmed, its service history and where it is in the service cycle.

Some years ago Westcan started our Bag Program to streamline and systematize our service process to incorporate all pertinent information into our service process. The bag was exactly that, a plastic courier envelope, that allowed the client to ship us the radio and pertinent accessories as a unit. Included was a generic Service Request form that asked 3 basic questions:

  1. Where/who is the radio from?
  2. What is the issue(s)?
  3. How is it to be programmed?

This helped streamline the process at both the client end and at ours. But we also learned that the complexity of many systems and client operations required more data to service radios quickly, accurately and cost effectively:

  1. In-depth programming data/code plug level that clients did not have readily available.
  2. User contact information to clarify issues/experiences to assist in troubleshooting.
  3. Detailed warranty and service histories.
  4. Asset tracking thought the service process.
  5. Invoicing and commercial details.

So we centralized our service process, developed a serial number based service history system and developed an archival system for tying together the four essential elements of the radio system “DNA”:

  1. System architecture and configuration.
  2. Fleet mapping.
  3. Radio programming and affiliation data on a serial number level.
  4. Commercial conditions.

To make a long story short, our Bag Program has evolved to provide state-of-the-art service and asset management for subscriber clients. For a live demonstration of the Bag Program submission website, click the link below:

BAg Button

If you’re interested in more information about the Bag Program, including qualifying terms and conditions, complete the form below and one of our service specialists will contact you directly.

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