Click to edit Master title style
Achieving End to End
Field Service Management
Rob Burgess
European Service Manager
TCSJohnHuxley
TCS JOHNHUXLEY
Click to
•
•
•
•
edit Master title style
Global leader in the provision of casino equipment.
Manufacture and maintain high quality handcrafted furniture to
cutting edge technical equipment for casinos globally.
UK based Manufacturing and Technical Support Centre.
Global 24/7 Technical Support
Why Update Service
Click
to
edit
Master
Management?
title style
Service Calls - Reactive
 Automated System based on Microsoft AX
 Poor fault recording
 Poor reporting
Customer
Request
Call centre
Automatic
Dispatch
Engineer
No End to End Visibility
Manual Entry and reporting
No automated flags for issues
Parts
Mgt
Why Update Service
Click
to
edit
Master
Management?
Maintenance
 Managed by Excel and email
 Poor data reconciliation and accuracy
 No parts management
Planning
No End to End Visibility
Manual Entry
Poor efficiency
Can’t Optimise Planned Maintenance
title style
Service Management Project
Click to edit Master
Goals
title style
1. Meaningful
Reports
•
•
•
•
Report the data we need in the way we need to see it
Enable TCS to Adapt Business and Processes
Drive efficiency
Give our customers what they want to see
2. End to End
Visibility
• Improve Customer Satisfaction
• Effective Workforce Planning
• Standardised processes and procedures
3. Blending
Reactive and
Planned Jobs
• Automated Scheduling
• Optimise Schedules in Real-Time
• Schedule Planned Maintenance Intelligently
Click
The Solution
to edit Master title style
Out of the Box End to End Solution
AND can be moulded around our
processes
Service Management
Click to edit
Solution
Customer
Request
Call
centre
Master title style
Automated
Automated
Parts
Planning
Dispatch
MGT
End to End Visibility
Automatic planning, dispatch and recording
Automatic Escalation paths
Optimise calls and Planned Maintenance
Automatic Data capture and reporting
Engineer
Specialist
Support
Global Engineers Management
Click
to edit Master
Systems
Global Engineers Management System – GEMS
•
•
•
•
•
•
Custom App on Tablet
Works offline
Job Details and Real-time Updates
Manage SLAs & Integrated Workflow
Equipment Details and Job History
Parts Management
title style
Click
to edit
Customer
Portal
•
•
•
•
Master title style
Immediate access to request service
Clients can view progress
Eliminate the need for Call Centre
Better quality of information
Increased Visibility of Key
Click to edit Master
Metrics
title style
Accurate data for the following:
•
•
•
•
•
•
•
•
First time fix rate
Weighted call back rate
Parts usage and spend – machine level
Travel and call time
Maintenance completion and average maintenance time
Identify repeat Call-Outs requiring specialist Technical Support (Escalation)
Closed the Loop and Root Cause analysis
Optimise Preventative Maintenance
Additional benefits:
•
•
•
•
Rota management
Equipment management
Inventory management
Customer satisfactions surveys and signature
Increased Visibility of Key
Click to edit Master
Metrics
title style
Accurate data :
•
•
•
•
Identify repeat Call-Outs requiring specialist Technical Support (Escalation)
Closed the Loop and Root Cause analysis
Optimise Preventative Maintenance
Rota Management
Benefits
far…Master title style
Clickso
to edit
1. Accurate and relevant reports to enable
business decisions to be made.
2. Efficient Customer Service and feedback
3. Improved engineer efficiencies
Questions
Click to edit Master title style
Questions?