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System increases customer service satisfaction
A
Tesseract product story
Edited by the Manufacturingtalk editorial team
Feb 6, 2004
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.
A number of companies in the machine tool and engineering sector are utilising the powerful, yet easy-to-use functionality of Tesseract's Service Centre service management system to increase their customer service satisfaction levels through the effective and efficient use of field service engineers.
Companies like Edwards Pearson, HK Technologies, Hurco Europe and Mills Manufacturing Technology have all invested in the cost-effective software to enable them to more easily and accurately record customer service calls and to manage their service teams.
For example, at Mills Manufacturing Technology - one of the country's leading machine tool suppliers - Service Centre is enabling the firm to "manage 98 per cent of customer enquiries and requests automatically, leaving more time to effectively deal with the two per cent of enquiries that demand detailed personal attention".
The company provides an end-to-end sales and service operation across an installed base of 3,000 plus machines from its Leamington Spa base, utilising a nationwide network of 20 field engineers.
As will be demonstrated at MACH, Service Centre features integrated modules for Customer Assets, Call Control, Parts Centre, Repair Centre, Quote Centre and Prospect Centre, and the system can be remotely accessed via GPRS or the Internet via laptops, PDAs, Nokia devices as well as WAP 'phones and Acer tablet PC.
MACH 2004 - 19-23 April - NEC Birmingham, UK, Hall: 5, Stand: 5201.
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