Click to edit Master title style Achieving End to End Field Service Management Rob Burgess European Service Manager TCSJohnHuxley

Click to edit Master title style TCS 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 style Why Update Service Management? Customer Request Call centre Automatic Dispatch Parts Mgt Engineer No End to End Visibility Manual 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 style Why Update Service Management? No End to End Visibility Manual Entry Poor efficiency Can’t Optimise Planned Maintenance Maintenance  Managed by Excel and  Poor data reconciliation and accuracy  No parts management Planning

Click to edit Master title style Service 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 style The Solution Out of the Box End to End Solution AND can be moulded around our processes

Click to edit Master title style Service Management Solution Customer Request Call centre Automated Planning Automated Planning Automated Dispatch Automated Dispatch Parts MGT Parts MGT Engineer Specialist Support End to End Visibility Automatic planning, dispatch and recording Automatic Escalation paths Optimise calls and Planned Maintenance Automatic Data capture and reporting

Click to edit Master title style Global 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 style Customer 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 style Increased 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 style Increased Visibility of Key Metrics Accurate 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 style Benefits so far… 1.Accurate and relevant reports to enable business decisions to be made. 2.Efficient Customer Service and feedback 3.Improved engineer efficiencies

Click to edit Master title style Questions Questions?