Service Management for Refrigeration & air conditioning. Tesseract Case Study

Case Study | Industrial Cooling Services (ICS)

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Industrial Cooling Services (ICS)

Within two years of implementing Tesseract’s Service Centre service management system, Industrial Cooling Services (ICS) has now opted to install the latest, browser-based version of the software to further improve communications between the host system and field engineers.

Based in New Milton, Hants, ICS specialises in the service, maintenance and repair of process water chillers - as supplied by its sister company, Industrial Cooling Systems, as well as other brands.

Iain Hazell, Operations Director for Services, states that Service Centre improved the company’s overall service management operation - and it has done so “by seamlessly integrating with our business processes, rather than us having to change the way we do things to suit the software. We felt this would have been the case with other service management packages.”

Developed using HTML and business objects, Tesseract’s Service Centre is equally at home on the Web, on a LAN or WAN. Utilising the system’s Web-based capabilities via PDAs (to replace mobile ‘phones and faxes) will, adds Iain Hazell, streamline communications between call logging and despatch and job closure by the company’s team of 20 nationwide field engineers - and thus, further improve the company’s levels of customer service.