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?