Case Study, Tesseract’s service centre helps Kafévend dispense with manual service management solutions.

Case Study | Kafévend

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Kafévend, the leading vending drinks and merchandise supply specialist, has installed Tesseract's Service Centre service management system to maintain the high levels of customer service expected by its large customer base nationwide.

“Importantly,” comments Kafévend operations director Russell Bridge, “thanks to the inherent functionality of Service Centre, our customers will benefit from a fully integrated service management system.”
Kafévend implemented Service Centre last year to replace a largely manual T-card service contracts system, at a time when the company was also installing a new financial package.

Designed to streamline the management and control of its field service technicians, the Tesseract software is used at the company's Crawley (West Sussex) service centre to handle customer calls, job despatch details, service records, contract information and invoicing.
“We chose Service Centre not only because of its functionality and competitive price,” says Russell Bridge, “but also because we recognised that the system could ‘grow’ with our future needs.

In addition, we were impressed with Tesseract
as a forward-thinking company.”

“Because our original procedures worked very well, it was crucial to us - and to our customers - that there should be no change in our high-level customer service when Service Centre was implemented.”

“This has certainly been the case and, indeed, today we fully expect customers to start noticing all-round improvements from the system that is linked to our new accounts package.”

With over 350 installations of Service Centre in over 25 countries, Tesseract’s latest issue of the software is the Web-enabled version 5 that allows browser-based access by field technicians who can remotely input/ extract data via handheld devices. Customers are also able to remotely log and monitor calls via the Web..

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