Case Study: National Provider of Library Management Solutions

Streamlining Operations for a National Provider of Library Management and High-End Scanning Solutions

    • Industry: Library Management and High-End Image Scanning Solutions

    • Location: South Africa

    • Previous System: Small proprietary system

    • New System: CO3 Nucleus Service

    • Implementation Date: July 2011

Customer Service Ticket Logging and Tracking

Challenge:
The client needed a robust system to log and track customer service tickets, ensuring efficient service request management and timely issue resolution.

Solution:
The CO3 Nucleus Service Call Centre Module and the Service Level Agreement (SLA) Management Module were implemented to meet this requirement. These modules allowed for seamless logging, tracking, and management of customer service tickets while ensuring SLA compliance.

Key Outcome

The implementation of the call centre module provided full visibility over service tickets, improving service standards and enabling the client to meet their SLA commitments. The system proved highly successful and straightforward, optimising customer service operations.

Control Over Service Profitability Per Device or Customer

Challenge:
The client struggled to manage and monitor the costs related to maintaining equipment and supplying consumables, making it difficult to assess service profitability at the device or customer level.

Solution:
CO3 Nucleus Service was configured to capture and allocate all cost elements associated with service profitability, including:

  • Parts used
  • Labour
  • External contractors
  • Mileage (travel)
  • Ad hoc costs
  • Third-party contract back-to-backs

Key Outcome

The client gained detailed insights into service profitability by accurately recording both revenues and costs for each device and customer. This enhanced visibility allowed for better cost control, improved profitability analysis, and informed decision-making.

“With Nucleus Service Mobile, we now have complete visibility into our technicians’ activities, which has allowed us to optimise their time and reduce unnecessary costs. The ability to manage boot stock and work orders in real-time has been a game-changer for us.”

Planned Maintenance Management

Challenge:
The client required a system to manage and track all planned maintenance tasks, ensuring timely upkeep of equipment to avoid costly breakdowns.

Solution:
The CO3 Nucleus Service Maintenance Management Module was deployed to schedule, track, and manage all upcoming maintenance tasks, ensuring proactive management of equipment.

Key Outcome

The system provided a comprehensive view of maintenance schedules, ensuring timely upkeep of all equipment. This proactive approach significantly reduced downtime, extended equipment life, and improved operational reliability.

Segmented Financial Reporting by Region and Division

Challenge:
The client needed segmented income statements by region and division to enhance financial reporting and support better decision-making.

Solution:
Integrating CO3 Nucleus Service with Sage Pastel Evolution allowed for automatically posting transactions to the correct accounts, facilitating accurate and segmented financial reporting.

Key Outcome

The client could now effortlessly generate segmented income statements, providing clear visibility of financial performance across regions and divisions. This improvement in financial reporting impressed the board of directors and significantly improved management accounts.

Improving Warehouse Efficiency and Stock Management

Challenge:
The client needed enhanced visibility and forecasting of stock requirements across regions to optimise the procurement and distribution of stock from their central Johannesburg warehouse.

Solution:
CO3 Nucleus Service and CO3 Nucleus Stock Mobile, equipped with Min/Max levels and statistical procurement capabilities, were implemented to forecast stock requirements and facilitate efficient transfer between regions accurately.

Key Outcome

While the system took time to gather sufficient trend data, once fully operational, stock forecasting became highly accurate. This enabled the client to make well-informed company-wide purchases and efficiently distribute stock to various regions, improving warehouse management and minimising stock shortages.

By implementing CO3 Nucleus Service, this provider of library management and scanning solutions transformed key operational areas, from customer service and profitability management to warehouse efficiency and financial reporting. The result was a more streamlined and efficient operation, driving higher customer satisfaction, improved profitability, and better resource management across the organisation.

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