Case Study, Service Centre makes Lion Laboratories the kings of customer service.

Case Study | Lion Laboratories

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Tesseract’s Service Centre service management system is playing a key role in enabling Lion Laboratories to maintain its world leadership in the supply of breath alcohol test equipment for law enforcement agencies, commercial organisations and users in the medical sector.
Service Centre has been installed at the Cardiff based company since 1997 and, says Service Manager Dave Blyth, the system is at the heart of the company’s workshop repair and field service operations.

“In addition to making full use of the system’s integrated modules for workshop, call handling and invoicing modules - including after-sales service invoicing - we also utilise Service Centre’s scheduling functionality and serialised product database capabilities to track warranties,” he says.
“As well as providing a real-time view of exactly what’s happening in every aspect of our service business, this data is also used for our own statistical analyses of the service business.”

With over 30 years’ experience in breath alcohol testing, Lion Laboratories manufactures, supplies and services a range of high-quality fuel cell and infra-red meters from its Cardiff site, both supplying equipment and training users in its use.

The service operation was formerly managed by a Database 5 system that had been configured specifically for the product range. However, the company’s continued expansion soon revealed the limitations of this system and, after investigating the service system arena, the Tesseract software was selected.

Expansion continues apace, says Dave Blyth, at the company that started life with the ‘blow-in-the-bag’ Alcolyser developed by its founders Bill Ducie and Tom Jones. The company now exports more than 70 per cent of production to over 63 countries.

Lion breath testers are now also increasingly being used in the public service sector (train and bus drivers, as well as pilots, for example) and industrial applications (visit www.lion-breath.com). The company also offers radar speed monitoring equipment.
These increasing business levels, and the company’s continual quest for ever-higher standards of customer service, have now spurred an upgrade to Service Centre 5, the browser-based version. The use of Web-based communications will eventually replace the field engineers’ use of mobile phones, adds Dave Blyth..

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