Product category:
Manufacturing Information Technology systems
News Release from: Tesseract | Subject: Service Centre service management system
Edited by the Manufacturingtalk Editorial
Team on 21 February 2003
Cost-competitiveness and functionality
wins out
A leading supplier of injection moulding machines has installed an Internet-capable service management system to manage and control its customer service and machine maintenance operation.
Negri Bossi, the leading supplier of injection moulding machines and winner of the Machinery Supplier of the Year in the 2002 Plastics Industry Awards, has installed Tesseract's Service Centre service management system to manage and control its customer service and machine maintenance operation, and will be using the software's Internet-based capabilities to streamline communications with its team of field engineers Based in Warwick, Negri Bossi's service operation manages over 4,000 plastics injection moulding machine installations throughout the UK, using a combination of technical help desk and nine regional field technicians to provide customers with a high level of flexible and fast (including same-day onsite) response
This article was originally published on Manufacturingtalk on 30 Jul 2002 at 8.00am (UK)
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According to customer service manager Chris Staniforth, the Tesseract software was purchased to replace a bespoke database and was selected over other service systems due to its cost-competitiveness and functionality.
He highlights Service Centre's Remote Engineer Access capability as being of particular benefit in terms of improving communications with and gaining information in real time from the remote engineers, who will be using their laptop computers for various service reporting duties.
Developed using HTML and business objects, Service Centre 4.2 is a true browser-based service management system that supports a range of industry-standard databases, including MS SQL and Oracle.
Further reading
System increases customer service satisfaction
Machine tool and engineering companies are using the powerful, yet easy-to-use functionality of service centre service management system to increase customer service satisfaction levels.
Service management system brings benefits
As well as gaining benefits from Tesseract's Service Centre service management system, machine tool companies can also learn at MACH about rental scheme for easy-to-use, cost-effective software.
The system's main modules embrace 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.
* 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.
* Prospect Management - 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.
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