Tesseract Service Centre Core Components
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Security & Fire Protection
Service Centre secures Multivid’s position as South Africa’s leading security systems integrator.
The use of Tesseract’s world-leading Service Centre service management system enables Multivid, South Africa’s leading specialist supplier of electronic security solutions and services, to provide superlative added-value customer service while achieving unprecedented levels of management control and reporting.
According to Jace Venter, Multivid’s Logistics Manager with responsibility for the company’s Buying and Financial Departments and Stores as well as the Tesseract system, the software has not only enhanced the Service Division’s management reporting capabilities, but the information being made available by Service Centre is also enabling the specialist provider of CCTV, access control and alarm monitoring systems and services to provide customers with unrivalled levels of service and response.
“Due to the huge amount of data available via the Tesseract software, and its easy accessibility, Multivid enjoys much higher levels of management and general reporting, as well as more effective engineer scheduling than in the past,” Jace Venter comments. “The result has been a massive improvement in customer service levels and satisfaction.
“By using the system to record and manage every service activity from order through to invoice, including accurate and timely scheduling of our service technicians nationwide, the system enables all historical data concerning every call and every customer to be instantly available to us.
“This means that we now know in real-time exactly what is happening across the entire service and logistics business,” he confirms.
Part of Jasco Electronic Holdings, Multivid specialises in the supply and service of leading CCTV brands such as Geutebruck, Ikegami, Pelco and Tecton, and develops custom-designed solutions to meet customers‚ unique requirements. Multivid services a wide customer base throughout South Africa, which includes a high number of financial institutions and other blue chip organisations from the energy, mining, industrial, commercial and government sectors.
Until Service Centre was installed, Multivid used a bespoke service management system but this, says Jace Venter, “could never compare with the Tesseract system in terms of reporting, information extraction and its flexibility in being able to supply management with all types of reports”.
Multivid has been using Service Centre for three years and is currently hosting the system on an Access database, with links to its accounting system. But rising business levels are prompting a move to SQL to accommodate expansion and the resultant increasing volumes of data.