Transforming support operations with end-to-end field service delivery for TCS JOHN HUXLEY
“We selected an mplsystems field service management solution because it provided us with all the benefits and cost-effective performance of an off-the-shelf application, while also providing the ability for us to customise our new solution to match the specific requirements of the business –particularly in the important area of reporting.”
TCSJOHNHUXLEY is the world’s leading manufacturer and supplier of end-to-end live gaming solutions and services. The company offers the industry’s most comprehensive portfolio of live gaming and electronic gaming products, from quality, handcrafted furniture through to cutting-edge technical equipment that enhances the overall gaming experience, profits and security.
The company prides itself on delivering the highest standards of service and support, with a comprehensive European Technical Support Centre based at Stoke-on-Trent, and a dedicated pan-European network of staff offering 24/7 technical support. Given the company’s continued growth, TCSJOHNHUXLEY was keen to updates its service management technology infrastructure so that they had greater visibility across its Europe-wide service and support activities.
According to Rob Burgess, European Service Manager for TCSJOHNHUXLEY: “While we had evolved a fully functional scheduling system for our planned engineering activities – we knew we needed a more integrated solution, to give us visibility and the management information we needed to optimise our processes and really excel in customer service.”
“It became clear that adopting end-to-end field service management encompassing customer contact, scheduling and mobile field service would give us the meaningful data that we needed to optimize performance. We were also keen to find a solution which would give us reports exactly as we required to allow us to optimize our business, rather than the standard reports that an off the shelf tool would provide.”
- Increased visibility & accurate data
- Efficient customer service
- Improved first time fix rate
- Customer satisfaction greatly improved
- Optimised engineer allocation
- Proactive optimisation of planned maintenance and manufacturing
After looking at a range of different solutions, TCSJOHNHUXLEY selected a cloud-based field service management solution from mplsystems that integrated all its customer contact, service management, parts management and engineer scheduling activities. Available on a pay-per-use basis, mplsystems’ field service management solution directly addresses the three main barriers to field service efficiency: the need to combine disparate IT systems; the ability to schedule reactive engineering tasks alongside planned maintenance schedules; and efficiently highlighting ongoing issues in the field.
“We selected an mplsystems field service management solution because it provided us with all the benefits and cost-effective performance of an off-the-shelf application, while also providing the ability for us to customise our new solution to match the specific requirements of the TCSJOHNHUXLEY business –particularly in the important area of reporting,” added Rob Burgess. “Combining the dynamic planning and scheduling of service activities with a dedicated application on our engineers’ tablet devices has allowed us to create our mplsystems-powered GEMS Global Engineers Management System that now gives us a true, real-time view of all maintenance activities and reactive calls across the business.”
“With our previous more manual process, we wouldn’t necessarily have visibility of a repeat failure with a particular product or component. Now with our mplsystems field service solution we’re able to generate automatic alerts or analyse data to proactively replace components prior to failure or determine a manufacturing fix.”Download Printable Version
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