Midmark commits to Pinnacle Computers

Midmark, the UK specialists in the planning and supply of licensed trade equipment, has committed to a service management solution from Watford-based Pinnacle Computer Systems Ltd, as part of its strategy to increase efficiency, through optimising operational flexibility and continuity of service to customers.

Formed in 1970, Midmark is a leading provider of industrial glass and dishwasher products, serving pubs, clubs and breweries throughout the heart of England on a 24x7 basis. Conscious of the need to provide ever higher levels of customer service and, after significant problems with its previous system, the company identified a new service management system as key to the ongoing success of the business.

While visiting Service Management Europe 2000, Midmark's Chairman, Doug Collis, became aware of Pinnacle, and after full evaluation of all leading SMS brands, using test data and application demonstrations, the company chose Service Director for the power and flexibility of the product.

The new solution provides Midmark with a comprehensive and advanced system, offering a fully integrated Internet solution, extensive and up-to-date client status reporting, and links to Access Accounts.

Collis explained, "Providing our customers with continuity of service is vital for us and, by keeping a full history of work completed, Service Director allows any of our engineers to work with any customer, with or without any previous experience of that particular job."

He continued, "After ongoing problems with our previous system, Service Director has proved a great relief, giving 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."

Although Midmark has invested in a complete solution to meet its current needs, it is already considering its future requirements. Indeed, with Service Director, the company is actively planning for the next few years, including a strategic expansion of its operation through developments which include an increase in its number of user networks.

Midmark - Access Accounts Interfaces

Interfaces with Access Horizons have been achieved at Midmark using Pinnacle’s standard interfaces and the Transaction Broker module of Access.

Through this technology, Service Director exports detailed Invoice Request, Customer and Parts Usage information to an external database table on a timed basis. Transaction Broker then picks up this information when it arrives in the table, and completes the import into Access Horizons.

The Access Horizons implementation was carried out by Foresight EFG, working in partnership with Pinnacle’s consultants.