ASL gives greater control to customers with K8 Field Service Customer Portal

Field Service

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Automated Systems Group Ltd

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Customer: Automated Systems Group Ltd

Site link: asl-group.co.uk

Challenge

ASL is one of the UK’s largest independent managed print solutions suppliers. The company’s fully integrated K8 Field Service system is not only essential for managing business operations, but ASL is also harnessing its capabilities to support strategic growth. Notably, the company is progressively deploying the system’s K8 Field Service Customer Portal – enabling its customers to self-serve key requirements.

With around 9,000 devices on contract, Cambridge-based ASL provides its customers with reliable, high performance print solutions. And with printing being such a fundamental capability for businesses and organisations across the spectrum, equipment serviceability has to be maintained and fully supported. When a breakdown occurs, ASL has the resources to respond with efficient, well-managed field engineering and parts logistics services. Bryan Borley, ASL National Service Manager, said: “There’s no doubt that K8 Field Service plays a significant role in our business processes and ultimately helps us to deliver a quality solution to our customers which meets SLA requirements.”

“The K8 Field Service Customer Portal represented a fair investment on our part at the outset – including some specified customisation. We knew that giving our customers the ability to log calls, view status detail, parts and toner delivery tracking and access equipment performance, would be extremely beneficial. They like the look and feel, but more importantly appreciate having live, system generated data. In parallel, by offering a more ‘self-service’ approach to selected customers, we can move towards reducing our own overhead demands and focus more attention on other business priorities.”

Gains and benefits

  • Reduced overheads
  • Fast, accurate billing
  • Supports first-time fix objective
  • Improved data entry disciplines
  • Simplified customer reporting
  • Enhanced customer experience
  • Fully integrated business processes
  • Real-time dashboard information
  • Clear management action areas
  • Sales tool differentiator

Whitchem Case Study

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By offering a more ‘self-service’ approach to selected customers, we can move towards reducing our own overhead demands and focus more attention on other business priorities.

- Bryan Borley, ASL National Service Manager

 

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