 |
|
  Meiko selects Service Director as a platform for growth Imagine being responsible for the provision of warewashing products in a 640-bed district hospital, or for supplying a leading national pub chain with high-quality kitchen cleaning equipment, or for helping the world's most famous  department store cater for millions of customers each year. Clearly, the service you provide must be ultra-reliable and efficient, requiring the highest possible levels of customer care and support. One company in exactly this position is Meiko UK Ltd. Designing, manufacturing and installing advanced industrial warewashing products, such as washing machines, dishwashers and cleaning appliances, the company has an impressive customer portfolio that embraces many of the UK's leading industries and institutions. Meiko uses Pinnacle's Service Director, which not only allows it to provide round-the-clock breakdown support, but also includes features such as sales invoice and logistics functionality. Naturally, every company looks to provide close levels of support for clients, and Meiko is no exception. That's why, with over fifty fully trained engineers and such a broad client portfolio, its helps to develop a continuous working relationship with its customers, whether that means an involvement in custom-manufacture of components, overseeing installation, or on-going service back-up. But this alone is not enough, and Meiko recognised that simply  possessing a wealth of resources does not itself guarantee success. Indeed, it is imperative that such resources are effectively managed throughout the business process. So how does Meiko achieve this optimum level of service? Well, having committed to such a high degree of customer care, Meiko identified the requirement to incorporate a state-of-the-art service management solution as key to enabling its ongoing success. Its existing solution consisted of a bespoke system which had, until now, operated extremely efficiently. However, as the company continued to evolve, the bespoke system became full to capacity and was, quite literally, bursting at the seams. It could no longer function at the desired level or cope effectively with the degree of growth Meiko were experiencing, and it soon became clear that a new solution was not just an option, but a necessity. The search was then on for a new system. However, to avoid encountering the same long-term problem once again, Meiko's primary concern was that the solution should not only meet its current requirements, but it should also be future-proof in terms of supporting the company's strategic plans for growth over the next few years. Meiko's Finance & Administration Director, Andrew Goodman, explains. "We consulted with several industry experts in order to identify the most appropriate operational route to our strategic objectives, as the new system would represent a considerable investment for the company. Our final decision would have significant and long-term implications, and we needed to eliminate the need for further developments for a considerable time." One of Meiko's principle aims was to select a package that could effectively integrate its service and finance businesses to provide a common platform for operational efficiency - in essence, a total software solution. This level of functionality would allow the company to streamline its activities and achieve its objectives in terms of levels of customer support. Goodman continues, "We embarked on an evaluation process including detailed discussions with a number of service management solution users within the industry - to look for endorsements which matched our own high standards - and a recurring theme became the importance of an intuitive, user-friendly system as crucial to enabling both engineers and Head Office staff to operate efficiently." Meiko's evaluation proceeded with a tender process, incorporating thorough research on the solutions currently available, before a final decision was to be made. Based on a series of simulation tests and application demonstrations, the company found one product returned the best performance characteristics in almost every area of functionality. In fact, the product met 94% of requirements without customisation. The product was Service Director and, as a result, Meiko selected the Pinnacle system, a decision they have been delighted with ever since. "Pinnacle has listened to our ideas and, where possible, incorporated them into a package perfectly suited to our requirements. It has provided high levels of support and accessibility which is vital for a service management solution and so important to us," comments Goodman. He continues, "Service Director has given us superb functionality, and a significant advantage over our competitors. We are now able to respond to customers needs more quickly and more efficiently than ever before and, with the continual enhancement of the product, it means we frequently surpass our customers expectations." Goodman concludes, "The service we have received from Pinnacle has been outstanding and is a key reason why we are happy to be a reference site for other businesses looking for a first-rate service management solution. We have 100% confidence in Service Director, now and for our continuing growth in the future." |
|
contacts | about us | partners | site map |
|
|
