Masterbill Micro Systems
Masterbill specialize in software for the construction industry. Issues are raised internally and externally in various ways, by phone, fax, email, MSN and via the website. A job sheet system had been implemented in the 1980’s, which coped well with the traditional technologies and pace of business. As new technologies like email and MSN became available the job sheet system was overwhelmed and customer satisfaction levels begun to decline.
Masterbill have now implemented Mako ITS, this has revolutionized the support for its customers and the internal IT. Each issue is now assigned to an engineer and given an issue number. Tasks are set up automatically by using procedure templates. Alerts are automated reducing the need for crisis management. The directors at Masterbill can now track an issue and ensure all the tasks are completed and the issues are resolved in an acceptable time frame.
Masterbill clients can logon to the Masterbill website and via a secure zone review their own issue history. Thus, creating their own knowledge base. By using this knowledge base duplicate queries are avoided and issues can be resolved without another call to Masterbill.
Simon Jones Software Director at Masterbill Micro Systems said.
“Each issue is highly visible and each engineer is accountable, no longer do issues slip through the net. We can ensure that issues are resolved quickly and efficiently.”
Amco
Amco FM Limited is a specialist ‘Break-fix’ servicing company working with many medium to large companies throughout the UK. Previous to using Mako ITS, Amco’s system was based on a standalone system tied to an MS Access database. Their data was accessible only from Amco offices in Baldock, with the availability of engineers being handled using an antiquated card system, where issues were printed off and placed next to an engineers name on the office wall.
With all their data now being accessible through the web-based Mako ITS, Amco staff can now view and update issues anywhere at anytime. For example when an engineer finishes a job, they can update the status of that issue from a PDA and log what the outcome of their visit was, or if one of the directors works from home that day they can log into the system and make sure issues are being dealt with effectively.
Amco’s clients can now track their own issues by logging into a secure area via the Amco website. Every issue ever logged by that client can be viewed and searched, and new issues can be added, saving both the client and Amco time and money.
Ami Abhi, Managing Director for AMCO FM said
“Giving our clients a quality service and experience has always been paramount for us, working closely with eData, they have developed a system that enables us to manage the process from initial call-out through to efficient closure of issues – improving not only our own operational efficiencies but also enhancing the level of service we offer to our customers”.
