Tesseract helps TIS become proactive

Apr 28, 2016 • News • field service management • Software and Apps • software and apps • Asolvi

Security and communications company Total Integrated Solutions has deployed Tesseract's service management software as part of a major restructuring programme designed to deliver more towards more proactive service and maintenance solutions for customers.

Total Integrated Solutions (TIS) has grown from the company that brought television to Mansfield in the 1950s to a highly recognised and valued brand within the UK’s communications and security systems industry.

With clients ranging from the University of Leeds to the MOD, TIS specialises in telephony, data integration, television and satellite distribution, marine communications, CCTV and fire and intruder detection systems.

"We were aware of them because some of our competitors use them, and we’d heard good things about them from the industry" - John O’Hanrahan, Head of Service Operations at TIS

Now TIS is restructuring in order to better serve its customers. It recently implemented a new ERP system but found that, while the system is strong on finance and contact management, its service element wasn’t ticking all the boxes. So TIS sought out Tesseract.

“Tesseract is one of the most highly rated platforms out there,” says John O’Hanrahan, Head of Service Operations at TIS. “We were aware of them because some of our competitors use them, and we’d heard good things about them from the industry. Following a demonstration from Tesseract, we saw that they offered exactly the level of detail and functionality we were looking for."

Tesseract’s service management software will be integrated with TIS’s ERP system.

It will replace its current, much more manual incident management operation, which requires staff to allocate engineers to deal with issues based on their own knowledge of the engineers’ skill sets, locations and availability.

With Tesseract, everything is automated, improving workflow and visibility and saving TIS a huge amount of time, time which the company can reinvest into working more closely with its customers.

Tesseract’s asset management tools will also help improve the solutions TIS offers to customers. John O’Hanrahan explains,

“Each time a customer logs a fault with a CCTV camera, Tesseract builds a history into that asset. If the camera keeps breaking, it means we can get to the core of the issue and look at more proactive solutions than just repeat repairs. This helps our customers save money, an objective that’s at the forefront of what we do.”