The client

Volvo Construction Equipment, a division of the Volvo Group, has established a reputation for market leading quality equipment and customer support.

Volvo provides an extensive range of equipment including wheeled loaders, articulated haulers, excavators, utility equipment and pavers to the mining and construction industries. 

The challenge

Volvo Construction Equipment’s team of field engineers travel across the UK each day responding to customer queries – from initial fault diagnosis to servicing and updating equipment. Engineers depend on access to software tools hosted on Volvo’s network for diagnosis and configuration purposes. Yet visits can often take place in remote or inaccessible areas of the country with poor mobile signal.

Previously, engineers were provided with a single-network USB dongle that could be plugged into laptops for network access. The limited geographical coverage meant that this had proved hugely unreliable, with engineers often unable to find a strong signal from the network provider.

With no internet access, engineers were often forced to return to the nearest depot – which could be up to 60 miles away – or in some cases, seek out free Wi-Fi at a local café or restaurant. This inability to complete the job on the first visit was also frustrating for customers unable to progress a project due to a broken down machine.

‘‘Engineers would often arrive at a job and carry out the initial diagnosis only to find that the network signal was too weak. From a customer-service perspective this was really tricky, as they would be forced to abandon a job and drive off to seek Wi-Fi access somewhere else."

Richard Shelford, IT Operations Manager at Volvo Construction Equipment