Jeol UK Ltd
Jeol is a leading global supplier of scientific
instruments used for research and development in the fields of
nanotechnology, life sciences, optical communication, forensics,
and biotechnology. Established for nearly 40 years, Jeol (UK) Ltd
is part of a world-wide network of Jeol companies, with their head
office in Akishima, Tokyo.
Utilising its unique technologies, products, services, and
knowledge, Jeol helps its customers make significant breakthroughs
in product development and scientific research.
Jeol's products and services
Jeol products range from scientific instrumentation to
industrial equipment, encompassing seven major product groups
including:
- Electron optics
- Analytical instruments
- Semiconductor equipment
- Medical equipment
Jeol UK currently has in excess of 20 field service engineers
who are responsible for the maintenance and installation of their
complete range of equipment, covering the UK, Ireland, Israel and
South Africa.
Jeol's use of Service Manager
The equipment that Jeol maintains is of high complexity and high
value, so regular planned preventative maintenance visits are
essential.
The Access service
management solution allows for all these visits to be planned
and regularly assessed. This means Jeol can continue to offer a
first class, leading-edge service to their entire customer
base.
After purchasing the system, the Access consultants were
involved in an onsite implementation of Service Manager. This
involved not only a comprehensive training and project consultancy
schedule, but also the export of static and call data, so that when
the system went live, Jeol's customers were not affected in any
way.
Service Manager is used throughout the entire service department
for reactive and planned work and call logging, against 800+
instruments in the field. They also have extensive reporting
facilities using Crystal Reports.
"I have been delighted with the whole implementation
and support offered by Access. The benefits to Jeol have been
measured in a complete seamless end to end business solution."
Paul Hearn
Field Operations Director
"I was particularly impressed with the scalability of the
system. Because of the nature and complexity of the products we
maintain, we need to offer comprehensive and user-defined contracts and SLAs to all
of our customers. This can involve quite a comprehensive process
for billing,"
commented Paul Hearn, Field Operations Director.
About Access service manager
Effective call management and resource scheduling, maintaining
contracted service level agreements and accurate billing are all
essential for outstanding service.
We automate your entire back office call centre, enabling your
team to record, manage and close calls while calendar scheduling
functionality makes it easy to allocate staff to jobs.
Self-service portals ensure that your customers have complete
visibility over call progress and job statuses. Remote service
engineers use hand held computers to download schedules and upload
activity while integration with the sales ledger ensures swift,
automated billing and contract renewals.
Our solution is suitable for a wide range of industry
sectors such as air conditioning services, print equipment,
photocopier companies, IT and telephony providers and industrial
plant sales.
This structured approach to software selection will help you determine which solution best meets your needs. Covering everything from research to implementation, this useful guide also provides detailed coverage of service-specific functionality, such as meter billing & contract management tools, PDA integration and more.
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