Tesseract and Artic Building Services- a long and illustrious partnership!
More than eight years ago, Artic Building Services decided to incorporate Tesseract’s service management software into their core services and company operations. It’s a partnership that’s gone from strength to strength ever since.
Founded in 1998, Artic Building Services specialise in providing engineering solutions for building services within the public and private sectors. They provide heating, ventilation, air conditioning, electrical, plumbing and security systems, major refurbishment works and even gardening services. Their broad base of customers ranges from large, multiple site hospitals and universities with residential engineers to small, single sites serviced by mobile teams.
Artic Building Services utilise the expertise of a vast workforce, including more than 50 field engineers, engineering managers, help desk operatives, accountants and secretaries. While they pride themselves in their diverse human skill set, what makes the whole operation run smoothly and efficiently is their computerised service management system – courtesy of Tesseract Service Centre.
Looking back – the old system!
“Artic are responsible for looking after a full range of mechanical and electrical assets in the buildings of more than two hundred clients nationally. They deal with problems and breakdowns in air conditioning units, boilers, chillers and electrical, water and sanitation systems, and perform regular maintenance. Eight years ago, before Tesseract came on board, Artic arranged and organised the attendance of their engineers manually.
“We wanted to be more efficient and develop with the ISO 9001 standards,” says Donna Peacock, Operations Manager of Artic Building Services. “We were seeking new clients, and certain companies wanted to know why we were better. They wanted to see it. Tesseract gave us the edge we needed to rise above our competitors.”
The Tesseract integration – the early days!
Clients would notify Artic of problems by phoning or emailing their office. Artic would then look at paper maps and telephone their engineers, deploying them on the basis of who was closest and their skill level. Artic would log on to Tesseract’s browser-based web portal and record the call out. Numbers and timings generated by Tesseract Service Centre would allow Artic to track and monitor the status of the job. But manual operations and copious paperwork were still big features of the way Artic managed their functions. For example, the engineers would be required to fill out a Field Service Report Pad, which the client would have to sign. They had to record the site name, the time they got there, the time they left, the problem, whether the problem was resolved, any parts needed and their mileage. Another form would also be completed if further works were needed.
“At that stage, Tesseract helped us track what was going on with a job and created purchase orders,” says Donna Peacock. “We required more from the database. We needed to completely streamline our processes for the benefit of both our clients and our engineers. Tesseract have accommodated that need. Over the years they have moulded their services to fit our requirements.”
“Some of our engineers loved the PDAs,” says Peacock. “Some took a bit longer to adjust. But now 98% of our engineers use the devices, and they’ve been really successful. Engineers can now have a job completed, invoiced and closed down in the same day, when before, using the paper system, it used to take a week. Sometimes a week and a half. The PDAs have made life at Artic so much easier and more efficient, which in turn means we’re able to better serve our clients.”
In addition, the ability to attach core Artic health, safety and industry compliance paperwork to a given job has reduced bureaucracy within the helpdesk. The process has given clients compliant, fluid and real-time data capture for their sites.