Client Background
A long-standing global client of DTE reached out to our Project Services department regarding persistent network issues at one of their sites in Italy. The facility relies on an autonomous vehicle system to efficiently manage the check-in and check-out of freight lorries. Any disruption to this system could significantly impact site operations.
The Challenge
Given the high volume of freight traffic, it was essential that the site’s autonomous check-in system remained fully operational. A failure in the system would result in a manual check-in process, leading to:
- Increased processing times, causing potential delays for lorries entering the site.
- Higher workforce demands, requiring additional personnel to manage check-ins.
- Limited on-site technical expertise, making it difficult for the client to diagnose and resolve network hardware failures independently.
The Solution
To minimize downtime, a senior DTE engineer with experience in the client’s systems immediately initiated a video consultation with the site in Italy. The goal was to troubleshoot common issues remotely, allowing for a quick resolution.
However, upon further diagnosis, it became evident that on-site intervention was necessary to fully resolve the problem. Once all stakeholders agreed on the best course of action, the DTE Project Services team swiftly began preparations for an on-site visit, ensuring:
- The necessary travel arrangements for DTE engineers to reach the site in Italy.
- Completion of site access documentation in accordance with Italian regulatory standards.
- Engineers equipped with specialized tools and potential spare components to facilitate a fast and effective repair.
Two highly skilled DTE engineers travelled over 950 miles from the UK to Italy, ready to restore the system’s full functionality.
The Outcome
Upon arrival, the engineers conducted a thorough on-site assessment and identified degradation in external network cables, which had led to a failure in critical hardware components.
Within a single day, the team:
- Repaired multiple system faults, restoring network stability.
- Replaced and recommissioned hardware to ensure long-term reliability.
- Conducted rigorous testing to confirm that the system was fully operational.
By the end of the visit, the site’s automated check-in process was fully restored, significantly reducing the need for manual intervention. The on-site maintenance team was highly satisfied with the outcome, and the client awarded DTE a perfect 5/5 on the customer feedback form.
