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With customers who include the Metropolitan Police, the Royal Fleet shipyard and even John Paul Getty's
private yacht, there is no room for error
in Merrychef's field service operation.
Which is why the market-leading designer and manufacturer of commercial microwave and microwave combination (heated cavity) ovens is a long-time user of Tesseract's Service Centre customer management system.
Based in Ash Vale, Hampshire, privately-owned Merrychef utilises sophisticated computer-aided design facilities and just-in-time production techniques to maintain its position as a leading supplier to the business, commercial and industrial marketplace.
Equally important to that success is its team of factory-trained service engineers, and the way it uses the Tesseract technology to manage them.
With a nationwide installed base of more than 30,000 ovens served by 13 field service technicians, Merrychef’s call centre handles around 10,000 service requests each year. About 20 per cent of these are contract-based calls that reflect the company’s policy of providing first-time fixes across a range of service and maintenance contracts.
All customer calls are logged and allocated via Service Centre, and the relevant service requests are transmitted to the field technicians’ mobile ‘phones as SMS packets via Pagemail.
Merrychef has recently updated Service Centre to the latest version which, says service director Phil Hall “is so user-friendly that reporting is a doddle.”
He continues: “With the availability of Crystal Reports, we can design any report we want to cover any and all of our service activities. That’s indispensable. The system gives us superb ownership of data.”
