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  Echo implements service management solution from Pinnacle Watford, 23 October 2000. Echo Communications Ltd, the leading independent communications solution provider, is implementing advanced service management software from Pinnacle Computer Systems as a key part of its strategy for growth over the next few years. Providing telecom solutions and support for some 3,000 companies, ranging from small independent firms to some of the UK's biggest and best-known organisations, Echo's engineers provide customer support 52 weeks of the year. The recent decision to implement state-of-the-art service management software results from the company's recognition of the need to optimise sales levels and increase efficiency. In fact, Echo will use the latest release of Pinnacle's established Service Management Solution, Service Director, coupled with a financial package from Epicor. The integration of the systems required significant co-operation between the two companies, and was developed to meet Echo's specific requirements. These emphasised the importance of resource planning and management in a company with an expanding field service management force with a nationwide geographic reach. "After running our own bespoke service management package," commented Richard Bampfylde, MD of Echo Communications, "we recognised the need to take our customer offering to the next level. We wanted a system in place that offered us extremely high levels of scheduling, in-depth reporting, and detailed analysis of each maintenance sector in which we operate." The final solution resulted from a full evaluation of the alternatives: although Echo initially selected Epicor's financial package as the core of the system, it would be further enhanced through the addition of highly advanced service management functionality. This led to Pinnacle. The new solution will go live at the end of the year and extensive trials have shown that Echo will benefit immensely from the Pinnacle/Epicor combination. "We are delighted to take advantage of the benefits of this service management solution," said Simon Turner, Sales Director at Echo. "There is no doubt that the planning, analysis and reporting capabilities of Service Director will help us move into a new dimension of field service management, which will be of huge benefit to ourselves and our customers." Given the flexibility and versatility of Service Director, Echo believes it is fully equipped to maintain its position as industry leader for years to come. Indeed, there is immense potential for Echo to expand with a system that is designed to be added to both quickly and cost-effectively. 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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