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TCS JOHNHUXLEY

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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TCS JOHNHUXLEY

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  1. Achieving End to End Field Service ManagementRob BurgessEuropean Service Manager TCSJohnHuxley

  2. 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

  3. 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

  4. 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

  5. Service Management Project Goals

  6. The Solution Out of the Box End to End Solution AND can be moulded around our processes

  7. 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

  8. 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

  9. Customer Portal • Immediate access to request service • Clients can view progress • Eliminate the need forCall Centre • Better quality of information

  10. 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

  11. 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

  12. Benefits so far… Accurate and relevant reports to enable business decisions to be made. Efficient Customer Service and feedback Improved engineer efficiencies

  13. Questions Questions?

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