The Challenge
The Italian site relied on an automated freight check-in system to maintain the continuous flow of vehicles. Persistent network faults threatened operations, with limited local expertise available to resolve the issue.
Key challenges included:
🔹 Maintaining Operations: Preventing disruption to automated freight check-in
🔹 Avoiding Delays: Reducing the risk of slower manual processing
🔹 Limited Local Expertise: No on-site capability to resolve complex network faults
🔹 Minimising Downtime: Providing rapid support across international borders
The Solution
DTE combined remote troubleshooting with rapid on-site support to diagnose the issue and restore full functionality.
🔹 Remote Diagnosis: Senior engineers investigated the fault via video consultation
🔹 Rapid Deployment: Two DTE engineers travelled over 950 miles to the Italian site
🔹 First-Time Fix Preparation: Engineers arrived with specialist tools and spare components
🔹 On-Site Resolution: Faulty cabling and hardware were identified, repaired and replaced
The Results
DTE restored the automated check-in system within a single day on site, minimising disruption and removing the need for manual intervention.
| Result | Outcome |
|---|---|
|
System Restored |
Automated freight check-in fully operational |
|
One-Day Resolution |
Repairs and testing completed in a single day |
|
Network Stabilised |
Cabling and hardware faults resolved |
|
Minimal Disruption |
Manual check-in avoided |
|
Customer Satisfaction |
5/5 rating for DTE’s response and delivery |
