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“We are a fairly new company, a subsidiary of Istobal in Spain, with a service operation that is very much under our own control, so it was important that we replaced our legacy system with a beginning-to-end solution,” says service manager Jon Hill.
“We chose Tesseract in order to surmount the shortcomings of the old system and give us automated reporting and invoicing, for example.”
Service Centre embraces a suite of easy-to-use integrated modules (Customer Assets, Call Control, Parts Centre, Repair Centre, Quote Centre and Prospect Centre) and can accommodate every type of mobile communications technology for remote engineer access – including laptops, Nokia devices, WAP ‘phones, XDAs, BlackBerry communicators and tablet PCs.
Jon Hill is impressed with the system’s Web-enabled features, which allow the company remote access to its 24 UK-based engineers who are now reporting back in real time on jobs completed.
“Not only has this reduced paperwork, but it has also enabled us to have much greater control over our contracts and in-vehicle stock, as well as the performance of our engineers and company overall,” he adds.
“Tesseract gives us true reporting, so we know exactly how we are doing in terms of first-time fixes and other performance measurements.”
Istobal UK, based at Rushock in Worcestershire, also favoured Tesseract over other solutions because it already had an established base in the car wash industry.
“I was aware of Service Centre’s reputation and that Tesseract had a great deal of experience in our sector. Now the new Web version has taken things to a higher level.
“Most importantly for us, we want to be able to control our overheads and we foresee that Service Centre will help us to keep these very well defined in the future.”.
When car wash roll-over systems and equipment specialist Istobal UK set its sights on a service management software solution that would enhance its operations, it wanted nothing less than one that would bring value to the whole company. The answer, it decided, was Tesseract’s browser-based Service Centre.
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