Case Study | Ficep Machinery achieve a worldwide standard of high-level customer service.

Case Study | Ficep

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With 20 seats of the browser-based software already live at the company’s Milan headquarters – as well as 50 licences for the system’s remote engineer functionality - the implementation process is now embracing the UK office (at Leeds) and will then progress to Ficep’s other sites in Baltimore (North America), Eire, France, Germany, Hong Kong and Spain.

Designed to improve the efficiency and effectiveness of field service provision to the Ficep customer base for machines and tooling, Service Centre’s easy-to-use browser-based functionality will enable all Ficep branches, wherever they are in the world, to access and utilise the same database – resulting in streamlined management views of the global operation via the provision of standardised service provision and reporting data. In turn, customers will benefit from the resulting improvements in customer service levels.

Bob King, head of service at Ficep, Leeds, comments: "Ficep places great emphasis on customer satisfaction. The exclusive standard of our machinery in a highly demanding and competitive industry is equalled by our quality of after-sales and service, and with Service Centre in place customers can be assured that when they contact us they will receive a level of service that surpasses their demands."

Developed using the Microsoft ASP model, Service Centre 4.2 features main modules for the integrated management of customer assets, call control, parts (stock control), repairs, quotes and prospects. The system can accommodate every type of mobile communications technology for remote engineer access

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Ficep, a world market-leading manufacturer of machines for the structural steel and plate fabrication industry, has embarked upon the global implementation of Tesseract’s Service Centre service management system to achieve a worldwide standard of high-level customer service.