To derive significant success from technological developments requires more than good luck, and unless companies are prepared to invest sufficient money, time and energy into getting it right, success will not follow. Most importantly is the need to invest in the right staff, with the right training, equipment and business tools. But just as important is the need to join forces with a supplier who has made significant investment in developing leading-edge Service Software and can show innovation in the solution. Providing such an excellent product to a skilled workforce can bring to the industry leading edge skills, cost effective and excellent delivery, and set standards in the industry.
Like many other businesses over this time, Triton Showers has had to cope with a number of key changes including a shift from client-based solutions to browser-based, and from hardware-specific solutions into platform and product-independent solutions. Exel Computer Systems has incorporated all of these into their Eagle Field Service Management solution, taking in their stride the acceleration of technological development, the rapid and significant convergence of ‘Mobile Communications’, ‘Browser-based software’ and ‘The Cloud’ to keep abreast of technology, devices and software solutions across their customer’s business. Triton Showers has grasped the opportunity to work with a very modern leading-edge supplier, critical in this complex environment to ensure the quality of the solution and the speed of implementation.
The service industry has developed markedly over the last 10 years, and Triton Showers has been at the forefront of this development; introducing a sophisticated call-centre supported by the latest scheduling and despatching software, as well as a comprehensive financial package. In the last three years, investing in developing and securing a powerful solution provided and supported by their highly skilled partner Exel, they have significantly updated their software solution onto one of the most modern platforms.
Most recently, Triton Showers have invested in mobile CRM and customer self-help mechanisms, as it has become obvious that the customer wants to use this form of communication. The key customer requirements across the industry are:
- Immediate response time
- 24×7 access to self help to resolve issues themselves
- Access to an engineer online or in a forum or chat room