Case Study, Service Centre enables Tecalemit to drive customers service to greater heights.

Case Study | Tecalemit

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“From day one, the new customer made it clear that every one of its service sites nationwide would want to log all their service calls via the Internet,” comments Tecalemit’s computer systems administrator, Jim Brown.

“That meant we had to act fast to complete a major investment in Internet technology. Within just six weeks we had upgraded the original Tesseract system and had to install the appropriate servers, firewall, routers and ISDN lines”.

Integrating Internet access with the Tesseract software was, he says, a straightforward process.
“We simply ‘plugged in’ the Service Centre remote access module and the system was ready for action”.
At the Plymouth customer service centre, service managers handle 200 plus calls each day from any of the 20,000 customer sites across the UK.

A total of 44 field technicians support the nationwide service operation, where the planned preventative maintenance (PPM) tasks contracted by 4,000 plus sites head up the engineers’ schedules.

Explaining that a number of products are Ministry of Transport regulated and subject to ‘lock out’ if they are not serviced on schedule, Karen Shazell points out that Service Centre controls and, in effect, monitors Tecalemit’s PPM. The system does this by issuing regular reports that give the engineers a monthly window of scheduled PPM events (calls).

As jobs are completed, the engineers provide closure details via job sheets, and the relevant data concerning travel times, distance and parts used, for example, is fed back into Service Centre.

Reflecting on how Tecalemit decided to replace its Unix-based service management system, Jim Brown recalls how during the final selection process - which included site visits to users of the four shortlisted systems - Service Centre a true browser-based service management system was selected on the basis of cost and user-friendliness as well as its powerful functionality. “With over 150 different reports available, the system certainly gives us much more information than we really need,” says Karen Shazell. “Its Crystal Reports functionality enables us to quickly extract the information we need. However, the remote access requirements transformed our outlook of service management procedures and, therefore, the system needed to manage it. In the event, we were very glad we chose Service Centre”.

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