Australian Satellite Communications Pty Ltd (ASC) which is part of the Australian Satellite Communications Group of Companies has a wealth of experience in providing satellite communications services throughout the Asia – Pacific region, and is able to provide turnkey solutions for customers in very tight time-frames.
Problem
Prior to using versaCase ASC had used spreadsheets and paperwork to manage projects and customer requests for work. As their customer base grew they began to realise things were quickly becoming unorganised and in disarray.
Solution
As Michael Blake, Service Manager, Australian Satellite Communications explains:
“we launched versaCase through the entire business. We
started putting times against tickets. So we are starting
to see greater time management, and the ability to report
on time spent on any given customer or tickets.”
“We are starting to roll out the system so that our project management team are using it as well. We are not only using the tickets, but using the tasks within tickets.”
“We are creating forms within tickets now, so when a specific job that is done over and over again such as a new installation there are set parameters that we need to know; IP numbers, geographic locations, serial numbers, etc. So we have designed a form that is on the database, so that one of the administrators in engineering can just fill out that form, assign it to a ticket, and then it goes downstairs. So in that way we are developing the uses for versaCase all the time”
With the implementation of the CRM module, a sales person can go into the customer’s details, and see their previous purchases. Some of our customers might buy a dozen different systems from us because they have a dozen different drilling rigs. From an asset management point of view we can look at it quickly and say, well this is what you bought last time and how has that worked? And this is what you bought the time before.
Outcome
“We are very happy with the way that everything works.
There are probably a thousand things that versaCase does
that we are not aware of.”, says Michael Blake
“versaCase HelpDesk gives us the ability, which we didn’t have before, previously jobs would come to us as a new install. We had no record of the continuity of conversations. We had to deal with everything on a case by case basis. People would ring us up and we would fix the problem. That’s still our philosophy today – if someone rings up we want to solve a problem quickly. In doing that though we need to know has this customer had the same problem a number of times before? ”
“We are a long way ahead of a lot of the other contractors. I think we are pretty well regarded by our peers in this industry as having excellent customer support. Whenever anyone rings in for support they know they are getting technicians and engineers on the phone with them, and those technicians and engineers have a lot of the information in front of them now. They can use the knowledge base, or look up histories and deal with problems right there and then.”