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Lead Story:
Rational
Rational UK, a leading supplier of combination steaming ovens to restaurants, supermarkets, hotels and staff caterers, is achieving dramatic savings in call handling times following the installation of Tesseract's Service Centre customer management system.
According to Rational’s service manager, Steve Jenkins, the Tesseract software has slashed the time spent on each call from an average 10 minutes to six minutes. “And further reductions are forecast once all customer files are entered onto the system,” he says.
Rational’s 10-user Service Centre system - which runs on a Jet database and embraces the Tesseract modules for Customer Assets, Call Control and Invoicing - is currently being updated with customer details covering 10,000 sites.
Described by Steve Jenkins as a “value for money” system, Service Centre was purchased to automate Rational's manual call handling/job despatch function. This is controlled by the Luton-based customer service team which utilises its own field technicians as well as a total of 40 service engineers provided by a nationwide network of 14 service partners.
Before the installation of Service Centre, Rational’s 24-hour response time guarantee was based on calls being manually recorded and organised by the Luton team, who would then fax job details to the relevant engineers using post code locations. The engineers close each job using ‘phone/fax.
A similar job despatch/close process remains - but with much faster and better call handling via Tesseract - but another great benefit of Service Centre identified by Steve Jenkins is the system's reporting capabilities.
“Management reporting is slicker, comprehensive and fast,” he adds. “We now have complete service histories at our fingertips, rather than having to manually search individual records to determine, for example, how many hours and which spares were used on a certain oven at a particular site.”
“The availability of such data is not only a valuable management tool - enabling us to monitor the performance of our service partners, for instance - but it is also providing information that is important in customer relationship terms.”
“Some of our larger clients want weekly reports on all their machines, and Service Centre can give us that at
the touch of a button.”
The impact of Service Centre at Rational UK has been such that the German parent is now considering the system, too!
Proven Service Solutions for Catering and Vending Equipment Companies
Clients featured in this issue:
Rational
Pontis - Caffe Italia
Kafévend
Hurco Europe
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