Argon Office Systems, one of the Isle of Man’s leading suppliers of IT and Print services, has upgraded its service support capability after installing 2serv, the service management software solution from Purpose Software.
The new system will enable the organisation to streamline internal workflow processes and deliver an even better level of support to customers operating in the telecommunications, media, healthcare, retail, transport, public, financial services and professional services sectors.
Argon wanted to further increase the efficiency of its service operation after recently achieving a Konica Minolta Business Solutions (UK) 5 Star service accreditation by demonstrating compliance with the highest standards in training, handling of field service calls, service call processing, customer satisfaction. Konica Minolta recommended Purpose Software, the leading developer of service management solutions for document and managed print services providers.
"2serv has increased the efficiency of our service operation and enabled us to integrate our service, stock and accounting functions to provide more proactive support to customers, whether supplying a single toner cartridge or a complete IT infrastructure project.”
“Purpose Software understood the unique challenges faced by organisations such as Argon and worked closely with our IT team to ensure an incident-free installation process,” commented Iain Fairbairn, Managing Director of Argon. “2serv has increased the efficiency of our service operation and enabled us to integrate our service, stock and accounting functions to provide more proactive support to customers, whether supplying a single toner cartridge or a complete IT infrastructure project.”
2serv provides instant access to real-time data relating to maintenance and support contracts, installed equipment and outstanding service calls. 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.
2serv generates a wide range of reports at the press of a button, enabling decision-making to be improved in every area of the business. It eliminates the need for staff to manually compile spreadsheet-based reports and provides an efficient way to measure performance against KPIs such as service and profitability at customer, model and device level.
The installation also includes 2roam which allows field service engineers equipped with tablets, smartphones and other mobile devices to access and update 2serv from any location across the island.