Technicians can place an order via their Internet-connected palmtop computer to Barloworld's parts centre.

Barloworld Handling says the Internet has helped it reduce engineer response times and road miles, reduce many of its customers' fleet sizes and satisfy customers.

"Every year, Barloworld maintains nearly 25,000 forklifts in all types of industry in the UK, and we are investing in the latest technologies and using the Internet to help us work faster, smarter and more efficiently to meet customer needs," says national service manager Ian Roberts.

Barloworld manages its 450 service vehicles via a global positioning technology-enabled vehicle tracking system, with live tracking over the Internet. Service despatchers can see the exact location of service vans and assign the best engineer according to location, availability, parts stock and the skills required. Routes and schedules are optimised, helping reduce mileage and response time.

The company also combined vehicle tracking with real-time van stock reporting so that engineers despatched to a job are well equipped to facilitate a repair.

"The aim is to provide the most effective response to resolving a truck breakdown," Roberts says. Barloworld provides a maximum four-hour response time during normal working hours. However, its average response time is 2.5 hours.

If a repair requires any additional part, technicians will place an order through their Internet-connected palmtop computer to Barloworld's National Parts Centre in Birmingham. The parts centre offers 97% off-the-shelf parts availability for all types and brands of forklift.

Barloworld's fleet management system also uses the Internet. The system incorporates a telemetry device fitted to forklifts and other equipment, which transmits performance data to Barloworld. Live performance reports are then made available 24/7 for customers to download through a dedicated web portal.