Tesseract User Group 21st September 2016

Agenda Registration - Refreshments Welcome and Introductions 09:30 Registration - Refreshments 10:00 Welcome and Introductions   Company News New Functionality WorldPay & Sage Pay Integration New Live Diary Diary Assist REA APP Email/Reporting Service Support Update Online Training Customer Feedback Support Blog 11:40 Refreshments Quote Centre TomTom SSRS Reporting Checklist 13:15 Lunch & Networking

Guest Speaker Damion Lewis - TomTom, Senior Sales Engineer Introductions Guest Speaker Damion Lewis - TomTom, Senior Sales Engineer

Company Update Colin Brown

Overview Norwegian software company within service management Approx. 300+ customers globally in 30+ countries Head office in Trondheim, Norway Sales and implementation offices in Stockholm, Dusseldorf, Paris and Singapore R&D in Trondheim and Gdansk, Poland Revenue of GBP 4,5 mill in 2016 44 FTE

Products

Customers

Why Did Acquire Tesseract? Geographical expansion UK is a very interesting market for the Evatic Group Product add-on Tesseract’s Service Centre will live side-by-side with Evatic’s products Vertical expansion Evatic is mainly a copy/print solution with focus on advanced contract management

Going Forward Business as usual We will continue to invest in the Tesseract product Some potential product synergies between Evatic and Tesseract Together we are stronger!

We make your service profitable!

New Functionality Colin Brown

New Functionality CHECKLIST Checklist Question Example

New Functionality CHECKLIST Checklist Example

New Functionality CHECKLIST Checklist Responses in Service Centre

New Functionality DIARY Live Diary Viewer

New Functionality DIARY Move Appointments

New Functionality DIARY Diary Viewer Full Screen

New Functionality DIARY Diary Viewer Compact View

New Functionality CUSTOMER ASSETS Power Query

New Functionality CUSTOMER ASSETS Contract Name

New Functionality CUSTOMER ASSETS GPS Location

New Functionality QUOTE CENTRE Quote SLA

New Functionality REMOTE ENGINEER ACCESS Stocktake

New Functionality REMOTE ENGINEER ACCESS Additional Works

New Functionality PARTS CENTRE Auto Allocate all Types

New Functionality PARTS CENTRE Sales Order Exclude from Auto Allocation

New Functionality SYSTEM UTILITIES Map Configuration

World Pay & Sage Pay Integration Graham Hilton

New Live Diary Functionality Paula Shenton

Paula Shenton/Graham Hilton Diary Assist Paula Shenton/Graham Hilton

background why a new way “assist” not “take-over” what is it how does it work

Background 2005 – 360 60 engineers minimum starting cost £60,000 dynamic scheduling

Why a new way expensive leap of faith new tools available still a need/benefit

Why a new way improve scheduling efficiency reduce travel times more work from same resource improve operator efficiency

“assist” not “take-over” Service Centre 5.1 already has a valuable scheduling tool... The Diary

“assist” not “take-over”

“assist” not “take-over” all of the parameters to control scheduling already exist or have been added to Service Centre

“assist” not “take-over”

“assist” not “take-over” the results are fed back to Service Centre and displayed in the Diary

“assist” not “take-over”

“assist” not “take-over” And, by Engineer, on a route map

“assist” not “take-over”

What is it web application

How does it work randomised engineer route selection processes thousands of iterations retains best result constant checking for improvement

How does it work

Please enjoy the Diary Assist Demonstration

REA IOS APP Kevin McNally

Email & Reporting Service Graham Hilton

Email & Reporting Service

Reporting Service

Report Scheduler for scheduling reports User interface can be event driven (triggers) PDF, Word, Excel, XML, csv, Tiff File, Printer, Email, Fax

Email Service for sending emails from data no User interface event or timer driven (triggers/SP) can process attachments creates data from emails

Tesseract Support Update Matthew Darby Customer Support Manager

Support Online Training Packaged Customer Feedback Support Blog

Online Training Sub Modules Covered In 1-2 hours One Day Spread Over 3-5 days Retain More Information Ideal For New Staff or Upgrades Ideal For Process Changes

Customer Feedback Why Is It Important? Areas To Improve Not Just Technical Customer Satisfaction How It Works Email When Call Closed Choose Your Emoji Feedback Received and Alert Emails Sent Immediately If Poor

Customer Feedback

Customer Feedback Since Last Year 1376 Feedback Requests Sent 21% Responses (301) 79% No Feedback (1075) Of the 301 1.6% Poor (5) 12% Average (36) 43.5% Happy (131) 42.9% Very Happy (129)

Customer Feedback Why 79% No Response? Too British To Complain? Too Busy? “Yeah, Service Was OK” Lack of Information on Email?

Customer Feedback Try To Get More Responses Changed The Emoji’s No More Average Happy or Not Added Comments Call Details/Resolution to Email To Come

Customer Feedback

Customer Feedback

Customer Feedback Customisable For You Change Email Text Change Comments Webpage Email Service Technical Time

Support Blog http://tesseract.uk

REFRESHMENTS

Prize Draw

Workshops ( choose 3 ) Quote Centre – Graeme Ginn TomTom – Damion Lewis/Matthew Darby SSRS Reporting – Chris Heap Checklist – Graham Hilton

LUNCH & NETWORKING

Thank you Come & Visit us at www.tesseract.co.uk and www.tesseract.uk