Cutting out 20,000 pieces of paper.
In 2011, Clos-O-Mat did some preliminary research on the Internet and discovered Tesseract, who offer centrally hosted service management software for service companies. Clos-O-Mat executives spoke with Tesseract directly at the Service Management Expo at the National Exhibition Centre, and a bold new path for Clos-O-Mat was paved.
“We decided to go with Tesseract because they offered exactly what we wanted, and because they seemed easier to implement than other companies,” says Ian Tomlinson, Commercial Director of Clos-O-Mat. “Also, they had an option to lease a package at a monthly rate, rather than an upfront purchase. This was another important factor in why we selected them.”
Tesseract’s service management software has brought new levels of automation to Clos-O-Mat’s processes. Clos-O-Mat would typically get through 20,000 pieces of paper in a year, but Tesseract have helped eliminate this in favour of an electronic process. Worksheets issued for each job, completed by engineers, signed by clients and posted to the Clos-O-Mat office, have now been replaced by PDAs. PDAs form part of Tesseract’s Remote Engineer Access system, which allows for a real-time flow of data between Clos-O-Mat and their engineers. Engineers use their PDAs to record the details of the job, obtain an electronic signature from the client, close the job down and transmit the data back to the office instantaneously.
“There used to be a time lag of about a week when we had to wait to receive paperwork in the post from the engineers,” says Ian Tomlinson. “The PDAs have cut out this delay and sped up invoicing, enabling faster revenue generation.”
Greater flexibility, visible reporting and faster diagnosis.
The PDAs have allowed Clos-O-Mat’s engineers to be more flexible and communicate with each other more effectively. For instance, when the office assigns a job, an engineer can re-allocate it to another engineer where appropriate. In addition, all the engineers can see what jobs are outstanding thanks to the automated reporting system. Finally, Clos-O-Mat are able to diagnose problems quicker because the engineers can obtain and send digital photos to the technical department.
“Thanks to the PDAs, diagnosing issues has become much easier and more efficient,” says Tomlinson. “The ability for our engineers and technical department to look at the same images whilst the engineers are on site enables an instant response to problems.”