HOME ::
According to Keith Collinge, managing director of Copifax, based in Burnley, “the system will not only streamline Copifax’s call handling, field service management and accounting procedures, but it will also free up staff from tedious manual work while at the same time generate improved levels of customer service.”
“We’ve linked Service Centre into our Pegasus Opera accounts package and created an integrated database that embraces every customer and every asset - which currently totals 3,500 units in the field,” he comments.
“The benefits of the system to both us and our customers begin with Service Centre’s automated call handling and logging functionality, and will eventually culminate with the use of palmtop computers by our field service technicians who will be able to seamlessly integrate with the system.”
“The result is a much more efficient and effective service operation. Not least, the system makes available in real-time accurate details of who to charge for what and why.”
Established 14 years ago, Copifax has steadily grown from six to over 30 employees by supplying and servicing office equipment to companies of all sizes, including local authorities.
It handles a range of laser printers, photocopiers, digital printers and fax machines manufactured by Muratec, Ricoh and Risco.
Over £100,000 has been invested in new technology over the past two years enabling the company to, says Keith Collinge, “streamline its back-office IT systems.” Service Centre will play a key role in that expansion. Tesseract’s latest issue of the software is the web-enabled version that allows browser-based access by field technicians who can remotely input/extract data via handheld devices utilising Pocket PC, for example. Customers will also be able to remotely log and monitor calls via the Web.
Service Centre was the first field service management system to successfully introduce a Meter Billing module specifically targeted at the photocopier market.
Copifax’s use of Service Centre is based around logging customer details, then passing those data back to the customer on disc. Customers will then use these fields to email Copifax with requests for service, parts and consumables.
The next stage, using the PDA’s, is for the system to automatically alert engineers to relevant calls - based on location and skills sets - and for the system to automatically email the customer with engineer ETA.
Leading office equipment dealer Copifax - forecasts explosive
growth with tesseract’s software.
Download:
