After a year-long evaluation period featuring several potential suppliers, ACIS has invested in Tesseract’s Service Centre system service to track the customer’s total experience of its equipment. This system will feed into the company's quality performance system as part of its product development process aimed at ensuring reliability and performance of its field based kit.

ACIS, which provides real-time information and tracking solutions and has around 100 engineers across the UK and Europe, wanted a single point of data storage for all of its installed assets.   ‘As the quantity of real-time information systems installed by ACIS increases, the need existed for a tool to deliver visibility of our products installed and a means to manage them in the field effectively, ensuring we constantly support our customers service requirements,’ said David Ball, who is responsible for service and operational support at ACIS.  ‘Equally important was giving our customers the means to input and report faults themselves, then to track those through to resolution and produce their own reports as a result.’

According to Tesseract the browser-based system will ‘complement the project-based installation teams in using customer assets to support the tracking and status of a product from order through to customer sign off.’

Ball added that Service Centre’s functionality was key. ‘We provided a specification to a range of potential suppliers, some of whom dropped out straight away because they couldn’t match our requirements. It was a tough selection process and Tesseract was the only one left standing. Service Centre has the full raft of functionality we were looking for, and we are now working in partnership with Tesseract to achieve a successful implementation.’