click to edit master title style achieving end to end field service management rob burgess european...
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Click to edit Master title style
Achieving End to End Field Service Management
Rob BurgessEuropean Service Manager
TCSJohnHuxley
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Click to edit Master title styleTCS 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
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Click to edit Master title styleWhy Update Service Management?
Customer Request Call centre
AutomaticDispatch
PartsMgt
Engineer
No End to End VisibilityManual Entry and reporting
No automated flags for issues
Service Calls - Reactive Automated System based on Microsoft AX Poor fault recording Poor reporting
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Click to edit Master title styleWhy Update Service Management?
PlanningEngineer Admin
No End to End VisibilityManual Entry
Poor efficiencyCan’t Optimise Planned Maintenance
MaintenanceManaged by Excel and emailPoor data reconciliation and accuracyNo parts management
Planning
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Click to edit Master title styleService Management Project Goals
• Automated Scheduling• Optimise Schedules in Real-Time• Schedule Planned Maintenance Intelligently
3. Blending Reactive and Planned Jobs
• Improve Customer Satisfaction• Effective Workforce Planning• Standardised processes and procedures
2. End to End Visibility
• 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
1. Meaningful Reports
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Click to edit Master title styleThe Solution
Out of the Box End to End SolutionAND can be moulded around our
processes
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Click to edit Master title style Service Management Solution
Customer Request
Call centre
Automated
PlanningAutomated
DispatchPartsMGT
Engineer Specialist Support
End to End VisibilityAutomatic planning, dispatch and recording
Automatic Escalation pathsOptimise calls and Planned Maintenance
Automatic Data capture and reporting
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Click to edit Master title styleGlobal 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
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Click to edit Master title styleCustomer Portal
• Immediate access to request service• Clients can view progress• Eliminate the need for Call Centre • Better quality of information
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Click to edit Master title styleIncreased 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
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Click to edit Master title styleIncreased 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
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Click to edit Master title styleBenefits so far…
1. Accurate and relevant reports to enable
business decisions to be made.
2. Efficient Customer Service and feedback
3. Improved engineer efficiencies
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Click to edit Master title styleQuestions
Questions?