Case Study: Banking Provider
Nucleus Service Drives Efficiency and Profitability for Banking Provider
- Industry: Banking Equipment Provider
- Location: South Africa
- Previous System: In-house system
- System Implemented: Nucleus Service
- Implementation Date: May 2009
Technician Productivity
Challenge:
The client manages a team of 120 field technicians, where technician costs represents a significant portion of service expenses. The existing system offers limited visibility into technician activities, resulting in inefficiencies and higher operational costs.
Solution:
CO3 Technologies implemented Nucleus Service Mobile, an advanced application for mobile devices. This tool enabled real-time tracking of technician activities, including boot stock management and work order completion.
Key Outcome
The deployment of Nucleus Service Mobile significantly enhanced technician productivity. By providing full visibility into their activities, the client could optimise the use of available time, reducing unnecessary costs and improving service delivery efficiency.
Billing Accuracy and Completeness
Challenge:
The client identified gaps in capturing all recurring contract billing, leading to substantial revenue losses. There was concern that unbilled contracts and equipment were slipping through the cracks, impacting overall revenue.
Solution:
The introduction of Nucleus Service brought in robust billing controls. The system included automated notifications for unbilled contracts, streamlined workflows for new equipment, intelligent meter management, and simplified input processes for meter readings.
Key Outcome
The client discovered that approximately 8% of potential revenue, equating to R150,000 per month, was previously not being invoiced. Nucleus Service’s simplified billing interface not only ensured that all revenue was captured but also reduced the time and errors associated with the billing process, leading to more accurate financial reporting.
“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.”
Service Profitability Management
Challenge:
The client had limited control over costs related to maintaining equipment and supplying consumables, making it difficult to track the profitability of individual service contracts and equipment.
Solution:
Nucleus Service was configured to record and allocate all relevant costs—such as parts, labour, external contractors, mileage, and ad hoc expenses—directly to the service profitability of each piece of equipment.
Key Outcome
With all revenue and costs accurately recorded, the client gained clear visibility into the profitability of each piece of equipment. This allowed for more informed decision-making, which positively impacted the bottom line.
Planned Maintenance Management
Challenge:
High-performance money-counting equipment required rigorous maintenance to ensure high availability and reliability. The client faced difficulties in managing planned maintenance, leading to potential equipment downtime and penalties from banks.
Solution:
The Planned Maintenance Management module within Nucleus Service automated the creation of job cards for technicians and provided a comprehensive service history for each piece of equipment.
Key Outcome
The client experienced a reduction in contract penalties from banks due to improved equipment performance. Better adherence to service level agreements (SLAs) and faster turnaround times were also achieved, ensuring that maintenance was proactive rather than reactive.
Service Level Agreement (SLA) Conformance Reporting
Challenge:
The client needed help with effectively reporting on SLA conformance, which was crucial for maintaining contracts with major banks.
Solution:
The Call Centre Module within Nucleus Service provided tools to manage SLA performance and generate monthly reports in the required format, ensuring that all contractual obligations were met.
Key Outcome
SLA conformance reporting became more efficient and reliable, improving the client’s ability to meet contractual obligations consistently, thus strengthening relationships with major banking partners.
Nucleus Service by CO3 Technologies has delivered substantial improvements in operational efficiency, billing accuracy, and service profitability for this national provider of banking equipment. By addressing specific challenges such as technician productivity, billing completeness, and SLA conformance, Nucleus Service has empowered the client to optimise their service operations and achieve better business outcomes.
Get in Touch Today
For more information on how CO3 Technologies can empower your business