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  Leading UK gas service contractor chooses Pinnacle Swale Heating has selected Pinnacle's Service Director as its new Service Management Solution Watford, 17 March 2000. The largest independently owned installer and provider of gas-fired central heating and service contracts in the South of England has committed to a state-of-the art service management solution from Pinnacle Computer Systems Limited as a platform for growth over the next few years. With very specific and complex needs, Kent-based Swale Heating selected the Pinnacle system after a full evaluation of the alternatives. It will be fully live by May 1st 2000. Providing full service facilities for over 80,000 heating systems, on a 24x7 basis, Kent-based Swale Heating had, by early 1999, identified that its existing service management solution would not support its growth ambitions, or deliver its target level of efficiency. However, although the company could specify its requirements, sourcing a product which adequately met them was not straightforward. "Gas equipment servicing is a complex operation for a number of reasons, particularly in the domestic sector, which accounts for much of our business," said Tim Acland, Operations Manager at Swale. "For example, call-out ratios tend to be very fast, so call handling has to be extremely efficient, and it is important to allow for the fact that our field engineers often find out the type and make of installation only when they arrive on site. This is quite understandable - after all, not everyone knows the details of their boiler - but it puts a real emphasis on the need for excellent inventory tracking and logistics. Pinnacle's Service Director product scored significantly better in these respects than any other product we saw." But though Swale's current needs were paramount, the company was also keen to invest in a system which would allow future expansion. And, again, the company has a clear idea of how these needs might evolve. "We felt that it was important to build in the ability to implement a mobile data solution, which is a development we are seriously evaluating" continued Tim Acland, "and the Pinnacle solution makes this extremely easy. Also, the product offered a viable route to the use of "screen popping" techniques, which would be valuable to us." Ease of implementation with Swale's existing systems was another important consideration; the company required the installation process to be entirely disruption-free. "This has certainly been the case, and we are on schedule to go live on our target date. Inevitably, with a project of this nature, there has been the occasional minor problem, but Pinnacle's implementation team has been outstanding and has resolved such issues almost instantly." According to David Cotton, MD of Pinnacle, the Swale name is an important addition to the company's client list. "As a service-focused company ourselves, we understand the importance of giving customers exactly what they want," he said. "This implementation underscores yet again our ability to provide solutions which are precisely tuned to the needs of the customer." About Pinnacle Established in 1980, Pinnacle Computer Systems is now the UK's leading supplier of control and management systems for the service industry. The company's flagship product is Service Director®, a comprehensive and integrated packaged solution for managing the business of field service operations. Service Director is a complete system in a single package, covering the entire spectrum of activities needed for cost-effective and efficient service management. The package includes: breakdown calls, planned preventative maintenance, contracts, repairs, provision and sales spares, installations and quotations. With headquarters in Watford, Pinnacle has a global blue-chip client base, including Serco Railtest, Servowarm, Siemens, Kingston Business Communications, Rentokil, Meiko and Triton plc. For further details, please contact David Cotton, Pinnacle Computer Systems, BRE Complex, Bucknalls Lane, Watford, Hertfordshire, WD25 9XX, UK. Tel: +44 (0)1923 686000 |
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