Olympic Support has implemented Tesseract’s Service Centre Software massively improving the performance and efficiency of the OlympicView Portal, which allows customers to access and view their call history, reports, individual contract statistics and customer service ratings in real time.
The major implementation programme will create a uniform platform for improved customer support from our operations and service centre in Birmingham, which manages the maintenance and servicing of multi-vendor sites across the UK.
IT managers will have increased control of all inventory, service and contracts information, providing total management of multiple customer installations, and multiple serialised product assets installed at multiple sites. It can also maintain multiple contracts with customisable service level agreements, service coverage, response times, automatic renewal tracking and preventive maintenance scheduling. Plus, many optional coding features to manage field engineers' fault and repairs, common reported problems, contract types and call resolution types.
The implementation of new system software is designed to streamline the management and control of field service operations through the easy-to-use main modules embracing integrated functionality for:
Customer Assets - comprehensive records of multiple site, customer equipment installations with configuration options, contract, sub-contract and service level control.
Call Control - effective call management in a response-critical environment. Parts Centre - an integrated multi-location stock control system specifically designed for the control of service stock from warehouse to van.
Repair Centre - Wizard-driven workshop system that allows for repair batching, full audit and user defined flow control.
Quote Centre - Re-quote - for quotes based on previous quotes; Contract - for quotes based on existing contracts, and New for new quotes. Output in Crystal Reports.
Prospect Centre - as well as capability that embraces customer tracking data and 'to do' tasks, the prospect management module retains full customer histories and seamlessly transfers these into Service Centre when required.
In terms of remote engineer access, the new service centre capabilities can accommodate every type of mobile communications medium via laptops, PDAs and Nokia devices, as well as WAP 'phones, BlackBerry communicators and tablet PCs.
Mark Borutan, Olympic Support Service Delivery Manager says “The improved Olympic Support Service Centre will not only provide more effective call allocation and distribution and improve the management of spares, but it will also improve the efficiency of everyday engineering and on-site calls”
