Service Management for telecommunications industry. Tesseract Case Study

Case Study | SCC International

Security & fire protection SCC International

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SCCI broadcasts customer benefits with tesseract’s internet-based SMS.

Customers of SCC International, one of the UK’s leading suppliers of TV, radio and data systems, will soon be able to use the Internet to gain instant visibility of all their service and contract calls.

SCCI’s have implemented an ‘open-book’ service policy based around Tesseract’s browser-based Service Centre service management system.

Customers will be able to dial-in to the Service Centre database and access real-time information about every job that concerns them.

SCCI field engineers will also benefit from the system’s Web capabilities, since the plan is for them to use email to open and close service calls via their PDAs.

Another main reason for the installation of Service Centre, says managing director Andy Demetriou, is that SCCI’s tremendous growth - based on the company’s specialist knowledge of converging data technologies like Internet, satellite/terrestrial digital TV, broadcasting and telephony – has seen a number of different customer service databases evolve to meet varying needs, and it was time to achieve a common view of the business.

“With four regional offices and a variety of databases, our management reporting was based on a mixture of different data, and it was laborious and frustrating to gain a universal view of exactly what was happening,” he says.

Service Centre was chosen, he adds, because not only did it offer all the functionality required, but also because Tesseract demonstrated a clear understanding of what SCCI actually wanted from the system. The software will be installed at the company’s headquarters in Cheshunt, Herts, and each regional office will have online access.

“With our corporate multi-national clients increasingly moving towards ‘open-book service’ agreements, the system’s browser-based functionality will enable us to make a giant leap in customer service added-value,” says Andy Demetriou. “In addition, our own engineers can use this facility to eliminate the paperwork traditionally associated with service calls.”

“Importantly, Service Centre will also ensure that no business is ‘lost’; for example, the system will track the renewal of every maintenance agreement - and I forecast that this benefit alone will pay for the software!”