Peter O'Neil Services (PONS) - Development of a bespoke service call management and maintenance system
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The Client
Established in 1995 and now with a team
of over 70, Peter O'Neil Services (PONS) based in Cwmbran provides gas, oil, solid fuel appliance and smoke alarm servicing plus domestic plumbing
and general building repairs to both the private and public sector via a fully manned callout system.
The Issue
Previously Peter O'Neil used a number of old original systems to manage their service to private clients. The customer service system allowed
only single user access, and did not provide the level of functionality which the growing business required. Parts ordering and resource scheduling
was undertaken in different systems, necessitating a degree of data entry duplication.
The Solution
Computerisation created a private clients database system which provides end-to-end visibility of the client management process, from initial
call logging, scheduling of service calls, progress tracking, spare parts order processing and customer invoicing.
The
Benefits
The new database provides much more accurate information at both user and managerial levels, enabling users to track
calls more effectively and enabling management to monitor key customer service metrics. Customer service has improved significantly in terms of more
rapid and accurate response to queries, more efficient scheduling of service visits and faster ordering of required parts.
From a
service perspective, customers are dealt with more efficiently, with staff having immediate access to customer details and previous service history.
Peter O'Neil has also received favourable comments from customers on the professional look of the paperwork which is generated by the new
system.
From a resource allocation perspective, Peter O'Neil is able to better schedule its service engineers, increasing
productivity by more effectively planning appointment timetables. The parts order processing module also minimises repetitive work thus saving
valuable lost man hours on menial tasks.
From a financial perspective, invoices are now generated more quickly which has had an
immediate positive benefit on cashflow. The system also allows provides clearer management data for improved financial information and decision
making.
Testimonial
“Our new database provides us with much more accurate information and a much
improved customer service”....”it has proven to be an excellent investment for our company”
Computerisation Limited have been business database specialists and customised software developers since 1989. Computerisation Limited, based in Penarth, near Cardiff South Wales develop business software systems and database applications for clients throughout the UK.
