Service Management for security & fire protection industries. Tesseract Case Study

Case Study | Grosvenor Technology

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Providing software solutions
for over 25 years.

New software is programmed to improve Grosvenor Technology's support activities.

The ability to track every service call and to report on every aspect of each call are just two of the main benefits that gains from its use of Tesseract’s Service Centre service management software.

“In addition,” says Grosvenor’s support manager Richard Pearson, “the software produces a range of management reports tailored to our needs - by linking then matching and comparing the contract information with all relevant data concerning installation and the service requests.”

A market-leading innovator and supplier of Windows - and Palm-based access control and security management software to organisations including financial institutions and telehousing companies, Grosvenor Technology has been using Service Centre at its Bishop’s Stortford head office for around six years.

“We looked at other available systems,” comments Richard Pearson, “but chose the Tesseract package because its functionality better suited our requirements.

“We began by using the call control module, then soon utilised the integrated modules for contracts and customer assets.”

Details of service calls are transmitted to the company’s field technicians, or network of approved installers, by mobile ‘phone or to laptops via a terminal server link to/from Service Centre.

“We gain a multitude of information from Service Centre,” concludes Richard Pearson, “and this proves indispensable in providing customers with specific contract-relevant reports that detail each call and resolution.”