Product category:
Software, off-line programming, CAM, for metal cutting machine tools
News Release from: Tesseract | Subject: Service Centre version 4.2
Edited by the Manufacturingtalk Editorial
Team on 25 February 2002
How will you support my machine?
With the hundreds of machine tools on show at MACH 2002, an interesting exercise for visitors would be to quiz exhibitors on the procedures they have in place to support and back up their machines.
With the hundreds of machine tools on show at MACH 2002, an interesting exercise for visitors would be, says Tesseract, to quiz exhibitors on the procedures they have in place to support and back up their machines Tesseract specialises in the provision of high-performance, yet low-cost service management software - the Service Centre system - that enables companies to better manage their customers and their assets and, in turn, their field service maintenance and repair operations
This article was originally published on Manufacturingtalk on 19 Feb 2002 at 8.00am (UK)
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The latest issue of Service Centre is the Web-enabled version 4.2 that allows browser-based access by field technicians who can remotely input/extract data via handheld devices utilising Windows CE, for example.
Customers can also be able to remotely log and monitor calls via the Web.
Service Centre's main modules embrace integrated functionality for: * Customer Assets (including Meter Billing) comprehensive records of multiple site, customer equipment installations with configuration options, contract, sub-contract and service level control.
Further reading
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A service centre service management system is playing a key role in enabling Lion Laboratories to maintain its world leadership in the supply of breath alcohol test equipment.
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* 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.
* Quotations - Re-quote - for quotes based on previous quotes; Contract - for quotes based on existing contracts, and New - for new quotes.
Output in Crystal Reports.
Apart from seeing the software in action on the Tesseract stand, visitors to the NEC might like to visit Edwards Pearson in an adjacent hall (stand 3369 in hall 3a, Metalworking 2002).
They will learn how this leading manufacturer of sheet metalworking equipment has used Service Centre to improve the efficiency of its nationwide field service operation and hoist overall customer satisfaction levels.
"Because the software enables us to track and manage the complete service function it has had a dramatic effect on our overall service performance levels.
The improved visibility of the overall logistics of the department has enabled us to reduce engineers' non-productive travelling time in the first six months of operation.
"More importantly, our response time to customers has improved considerably, leading to greater customer satisfaction," says Peter Goodwin, Customer Services Manager at the Somerset-based company.
With a serviceable base of around 1,200 machines in the UK - primarily CNC press brakes, guillotine shears, plasma and laser cutting machines - Edwards Pearson's team of field engineers are responsible for the installation of new machines, customer training and regular maintenance programmes through their Service Contract schemes as well as emergency and routine service problems.
Until Service Centre was installed, their activities were monitored and controlled manually by a T-card system.
"But," adds Peter Goodwin, "we knew we needed to computerise the field service management operation if we were to gain more efficient use of our time and further improve our customer service levels." The Tesseract software was selected, he says, because it is reasonably inexpensive and simple to operate compared with other systems.
Utilising the main modules for customer assets, parts centre and call control, Edwards Pearson finds that the call escalation functionality is particularly useful in tracking every service call.
"The fact that the system is in a modular format means we can add to the existing system as and when required," he says.
"Also, being able to generate strategic information whenever we want to from the system means we can see exactly what's happening and when it is happening," concludes Peter Goodwin.
"The software gives us a lot more information that we didn't have before - and that makes us more efficient so our customers are receiving a higher level of service." MACH 2002 - NEC, Birmingham - April 29 - May 3.
Hall: 5.
Stand: 5205.
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