Case Studies

Hepburn Group

Mobile Technology Helps Hepburn Group to Enhance Customer Service and Efficiency

Hepburn Group

About Hepburn Group, part of the Richard Irvin Services Group

Richard Irvin Services Group with its headquarters in Aberdeen, employ in excess of 500 personnel and are located in Aberdeen, Glasgow, Edinburgh, Inverness and Elgin. They specialise in Mechanical and Electrical services to the Commercial & Domestic markets, Sales and Servicing of life jackets & life rafts and Sales and Servicing of radiators, coolers, heat exchangers and calorifiers to the Oil and Gas Industry.

The Challenge

In today’s competitive market, organisations need to be connected to their mobile workforce at all times to improve efficiency and customer service. Investment in the latest mobile solutions is a commonly recognised step to achieving corporate competitiveness.

For over ten years, Hepburn has been moving job information to and from its field engineers using mobile handheld job application software.

Although Hepburn’s database systems used the latest technologies, in order to enhance its existing systems, the business required a rugged mobile solution that would deliver fast return on investment (ROI).

Hepburn’s field force engineers are on the move 24 hours a day, so it required a device that would be rugged enough to withstand demanding conditions and long working days. In addition, the chosen solution needed to utilise the latest technology and be light enough to be carried throughout a day.

To enhance productivity further, the company needed a rugged and portable solution that would enable Hepburn’s engineers to leave a printed receipt confirming the completion of work, allowing its mobile workers to reduce the amount of time spent on completing hand written paper based forms.


A range of mobile devices were investigated by Hepburn before a purchasing decision was made. The Barcode Warehouse demonstrated a selection of rugged hardware solutions to Hepburn at its offices in Newark, and a selection of devices were offered for field testing.

Following a successful pilot, Hepburn purchased a number of Motorola MC75 handheld terminals and Zebra RW420 mobile printers, both housed in a Zebra Route Palette.

By choosing a printer and mobile computer enclosed in Zebra’s route palette, Hepburn’s field engineers are able to carry less equipment and fewer charging devices. The printing station can be comfortably carried by field workers and there is no need to carry several devices or make multiple trips to the vehicle.

Hepburn required a mobile computer that was rugged and packed with the latest technology, including imaging and voice capabilities. Robustness and ruggedness was also one of the main requirements when choosing a printer, which in addition had to print on a specific paper width and at good speed. Both devices recommended by The Barcode Warehouse ticked all the boxes for the Hepburn Group’s requirements.


By introducing mobile printing as part of the fully integrated hardware solution, Hepburn’s customers are now given a printed record of work carried out by the engineer, along with relevant gas certificates before the engineer leaves site. This process is enabling Hepburn to reduce administration in the back office as there is no longer the requirement to review electronic job records before issuing paper certificates to the customer and if necessary, customers are also able to view or obtain copies of their gas certificates on-line. In addition, the solution is helping to reduce the quality of paper used and therefore supporting Hepburn’s environmental policy.

"The integrated solution delivered by The Barcode Warehouse has certainly allowed us to improve the efficiency and productivity of our field-based engineers and deliver a competitive advantage through the enhanced level of service we now deliver to our customers," commented Ross Hepburn, Hepburn’s Director.


"The Barcode Warehouse offered us a full range of handheld devices and mobile printing solutions at a competitive price. When visiting its site in Newark, The Barcode Warehouse demonstrated strong customer focus and extremely good relationships with vendors," Ross Hepburn, Director of Hepburn Group.