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Achieving End to End Field Service Management

Rob BurgessEuropean Service Manager

TCSJohnHuxley

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

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

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

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

Click to edit Master title styleThe Solution

Out of the Box End to End SolutionAND can be moulded around our

processes

Click to edit Master title style Service Management Solution

Customer Request

Call centre

Automated

PlanningAutomatedDispatch

PartsMGT

Engineer Specialist Support

End to End VisibilityAutomatic planning, dispatch and recording

Automatic Escalation pathsOptimise calls and Planned Maintenance

Automatic Data capture and reporting

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

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

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

Click to edit Master title styleIncreased Visibility of Key MetricsAccurate data :

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

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 feedback3. Improved engineer efficiencies

Click to edit Master title styleQuestions

Questions?