Service Management for telecommunications industry. Tesseract Case Study

Case Study | Eircom

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Tesseract Home

Providing software solutions
for over 20 years.

Service Centre keeps Eircom N.I.
in tune with its customers.

Tesseract's Service Centre service management software is playing a key role in maintaining Eircom NI’s position as Northern Ireland's leading provider of telecoms, networked IT solutions and fire and security systems.

With the software networked across two locations in Northern Ireland and one in England - creating a single, shared database of customers, and co-ordinated and coherent customer and field service provision - Eircom NI's customer service team and nationwide network of 40 field service technicians is therefore at its most effective.

Service Centre is a Windows-based system featuring integrated and easy-to-use modules for call control, customer assets, meter billing, parts centre, repair centre and quotations. Eircom NI has been using the call control and customer assets functionality for some seven years.

According to Julie Stranaghan, operations manager for customer services, Tesseract Service Centre was installed “because it gave us the flexibility and adaptability we required to suit our business”. This, she adds, “is based on effective sales order processing and the provision and delivery of a high-standard of customer service.”

Highlighting the system's customer contracts functionality as being particularly strong, Julie Stranaghan adds that as result “Eircom N.I. is able to efficiently manage a wide range of service level agreements.”