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Achieving E nd to End Field Service Management Rob Burgess European Service Manager TCSJohnHuxley. TCS JOHNHUXLEY. Global leader in the provision of casino equipment. Manufacture and maintain high quality handcrafted furniture to cutting edge technical equipment for casinos globally.

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achieving e nd to end field service management rob burgess european service manager tcsjohnhuxley

Achieving End to End Field Service ManagementRob BurgessEuropean Service Manager TCSJohnHuxley

slide2

TCS JOHNHUXLEY

  • 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
slide3

Why Update Service Management?

Service Calls -Reactive

  • Automated System based on Microsoft AX
  • Poor fault recording
  • Poor reporting

No End to End Visibility

Manual Entry and reporting

No automated flags for issues

slide4

Why Update Service 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

slide6

The Solution

Out of the Box End to End Solution

AND can be moulded around our processes

slide7

Service Management Solution

  • CustomerRequest
  • Call centre
  • Automated
  • Planning
  • Automated
  • Dispatch
  • Engineer
  • Specialist Support
  • Parts
  • MGT

End to End Visibility

Automatic planning, dispatch and recording

Automatic Escalation paths

Optimise calls and Planned Maintenance

Automatic Data capture and reporting

slide8

Global Engineers Management 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
slide9

Customer Portal

  • Immediate access to request service
  • Clients can view progress
  • Eliminate the need forCall Centre
  • Better quality of information
slide10

Increased Visibility of Key Metrics

  • 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
slide11

Increased Visibility of Key Metrics

  • Accurate data :
    • Identify repeat Call-Outs requiring specialist Technical Support (Escalation)
    • Closed the Loop and Root Cause analysis
    • Optimise Preventative Maintenance
    • Rota Management
slide12

Benefits so far…

Accurate and relevant reports to enable business decisions to be made.

Efficient Customer Service and feedback

Improved engineer efficiencies

slide13

Questions

Questions?

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