Capture Imaging, North East Scotland’s leading provider of document and print management solutions, is delivering an enhanced level of customer support following the deployment of 2serv, the industry-leading service management application from Purpose Software. The 2serv system streamlines the scheduling and control of field engineers, enabling more service calls to be handled and manpower resources to be deployed more effectively.
As an existing Purpose Software customer, Capture Imaging wanted to upgrade the CBS system, which had proved to be exceptionally reliable over the years, in order to further optimise workflow processes and increase efficiency across the business. After a comprehensive review of available solutions, Capture Imaging took the decision to stay with Purpose Software and install the 2serv system.
According to Scott Simpson, Service Manager at Capture Imaging: “Having worked with Purpose Software since 2005, we have been very impressed with their approach to customer support and how they have worked closely in partnership with our internal IT team to ensure that we achieve maximum benefits from the system. In our experience, it is doubtful that the same level of support would be available from other suppliers even if they were able to match Purpose Software’s expertise in the markets in which we operate.”
In addition, because the 2serv system has been designed from the ground up to meet the specific needs of companies such as ours, it accommodates all our specific needs without requiring costly and time consuming work-arounds.”
The 2serv system provides Capture Imaging with rapid access to the latest information relating to customers, contracts, installed devices and service information. It also improves the control of parts and consumables whether in the warehouse, at customer sites or carried as car stock by engineers. Purchase orders are automatically generated to maintain optimum stock levels, eliminate the incidence of double ordering and ensure compliance with customer SLAs.
“Purpose Software’s powerful service management software solutions have made a significant impact to the growth of our business by helping to streamline workflow processes and enabling us to provide an even better customer service without requiring additional manpower resources,” added Colin Yule, a Director at Capture Imaging.
The installation included 2roam which allows field service engineers equipped with tablets, smartphones and other mobile devices to access and update 2serv from any location. The system generates a comprehensive range of reports that measure performance against key service KPIs such as service and profitability at customer, model and device level.