1. Tesseract User Group
21st September 2016

2. 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
/Reporting Service
Support Update
Online Training
Customer Feedback
Support Blog
11:40
Refreshments
Quote Centre
TomTom
SSRS Reporting
Checklist
13:15
Lunch & Networking

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

4. Company Update Colin Brown

6. Overview Norwegian software company within service management
Approx 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

7. Products

8. Customers

9. 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

10. 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!

11. We make your service profitable!

12. New Functionality
Colin Brown

13. New Functionality
CHECKLIST
Checklist Question Example

14. New Functionality
CHECKLIST
Checklist Example

15. New Functionality
CHECKLIST
Checklist Responses in Service Centre

16. New Functionality
DIARY
Live Diary Viewer

17. New Functionality
DIARY
Move Appointments

18. New Functionality
DIARY
Diary Viewer Full Screen

19. New Functionality
DIARY
Diary Viewer Compact View

20. New Functionality
CUSTOMER ASSETS
Power Query

21. New Functionality
CUSTOMER ASSETS
Contract Name

22. New Functionality
CUSTOMER ASSETS
GPS Location

23. New Functionality
QUOTE CENTRE
Quote SLA

24. New Functionality
REMOTE ENGINEER ACCESS
Stocktake

25. New Functionality
REMOTE ENGINEER ACCESS
Additional Works

26. New Functionality
PARTS CENTRE
Auto Allocate all Types

27. New Functionality PARTS CENTRE
Sales Order Exclude from Auto Allocation

28. New Functionality
SYSTEM UTILITIES
Map Configuration

29. World Pay & Sage Pay Integration
Graham Hilton

30. New Live Diary Functionality
Paula Shenton

31. Paula Shenton/Graham Hilton
Diary Assist
Paula Shenton/Graham Hilton

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

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

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

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

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

37. “assist” not “take-over”

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

39. “assist” not “take-over”

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

41. “assist” not “take-over”

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

43. “assist” not “take-over”

44. What is it
web application

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

46. How does it work

47. Please enjoy the
Diary Assist Demonstration

48. REA IOS APP
Kevin McNally

49. Email & Reporting Service
Graham Hilton

50. Email & Reporting Service

51. Reporting Service

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

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

54. Tesseract Support Update Matthew Darby Customer Support Manager

55. Support
Online Training
Packaged Customer Feedback
Support Blog

56. 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

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

58. Customer Feedback

59. 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)

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

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

62. Customer Feedback

63. Customer Feedback

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

65. Support Blog

66. REFRESHMENTS

67. Prize Draw

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

69. LUNCH & NETWORKING

70. Thank you
Come & Visit us at
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