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The installation of Tesseract’s Service Centre field service management software at Edwards Pearson (now part of the Bystronic) Group has not only enabled this leading manufacturer of sheet metalworking equipment to improve the efficiency of its nationwide field service operation but the software has also hoisted overall customer satisfaction levels.
“Because the software enables us to track and manage the complete service function it has had a dramatic effect on our overall service performance levels. The improved visibility of the overall logistics of the department has enabled us to reduce engineers’ non-productive travelling time in the first six months of operation. More importantly, our response time to customers has improved considerably, leading to greater customer satisfaction,” says Peter Goodwin, Customer Services Manager at the Somerset-based company.
With a serviceable base of around 1,200 machines in the UK - primarily CNC press brakes, guillotine shears, plasma and laser cutting machines - Bystronics team of field engineers are responsible for the installation of new machines, customer training and regular maintenance programmes through their Service Contract schemes as well as emergency and routine service problems. Until Service Centre was installed, their activities were monitored and controlled manually by a T-card system.
“But,” adds Peter Goodwin, “we knew we needed to computerise the field service management operation if we were to gain more efficient use of our time and further improve our customer service levels.”
The Tesseract software was selected, he says, because it is reasonably inexpensive and simple to operate compared with other systems. Utilising the main modules for customer assets, parts centre and call control, Edwards Pearson finds that the call escalation functionality is particularly useful in tracking every service call. “The fact that the system is in a modular format means we can add to the existing system as and when required,” he says
“Also, being able to generate strategic information whenever we want to from the system means we can see exactly what’s happening and when it is happening,” concludes Peter Goodwin.
“The software gives us a lot more information that we didn't have before - and that makes us more efficient so our customers are receiving a higher level of service.”
Service software keeps a clean sheet for Bystronic’s customer service!.
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