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Toshiba Embarks on a Coast-to-Coast Roll Out of Tesseract's Service Centre

13 Jul, 2004

Toshiba Embarks on a Coast-to-Coast Roll Out of Tesseract's Service Centre

Toshiba America Business Solutions (TABS), one of the worlds leading manufacturers and suppliers of electronic office equipment, has commenced its North America coast-to-coast roll-out of Tesseract's browser-based Service Centre 4.2 service management system. Eventually there will be a total of 1,478 users throughout the United States.

"Service Centre will not only provide more effective call allocation and distribution and improve the management of spares (parts request), but it will also improve the efficiency of invoicing," according to Denise O'Donnell, director of application development at TABS. “In addition, from the overall business perspective we will have one common platform for all our dealers. This will make it so much easier for us to incorporate new acquisitions while also leveraging corporate IT support and operational resources."

The massive implementation will create a uniform platform for improved customer support from the dealer network supplying and servicing Toshiba copiers, faxes, and printers, while also giving TABS management increased visibility - and, therefore, control - of all inventory, service, and contract information.

Tesseract's Service Centre is scheduled to be implemented at 22 dealer sites and will involve 378 users as well as 1,100 field technicians, who will be able to communicate with their host systems via the software's Remote Engineer Access functionality, which can accommodate every type of mobile communications medium via laptops, PDA's, and Nokia devices, as well as WAP phones, Blackberry communicators and tablet PC's.

Service Centre's step-by-step implementation has seen Toshiba dealers in Colorado and Kentucky go live with the system and the software is now scheduled to be implemented at three more sites this year.

TABS dealer channel currently numbers 14 companies with 86 branches throughout the U.S. The plan is to extend that to 22 dealers within two years.

According to Denise O'Donnell, "Tesseract's Service Centre software is the key to the operations continued success and was chosen because of its ability to effectively manage meter business and integrate seamlessly with our Oracle accounts."





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