Case Study 1

 Biomedical Life Sciences equipment manufacturer

Scope: Australia and New Zealand

Problem: Required contracted engineers to work in the clients name. They also needed to assure their customers that they had guaranteed engineering support that would be available consistently. They had previously suffered with extensive delays in repairs and long drawn out excuses from their engineer as well as a drop in customer confidence because of delays.

Solutions: Within 2 weeks MSS provided them with an immediate engineering solution and a long term full time dedicated engineers working in their name to represent their company. They flew the engineers overseas to their head office for certification training and they are currently successfully providing all of the company’s Australasian engineering needs with full customer satisfaction.

 
Problem: The company also had issues with historical paperwork and record keeping compliances. They didn’t have an electronic system in place to manage sales and customer contract records or asset management. They were a large international manufacturer with a small office here in Australia. They did not yet require a large field management program. They also needed to give access to their overseas parent company regarding the progress of engineering and customer service.

Solutions: MSS’s Field Management software. MSS inputted all of their historical data (for the last 5 years) for their instrumentation, including contract renewal dates (with reminders), all instrument service dates and instrument site information. The company purchased a Web Portal from MSS with secure log in, for the company giving them the ability to be able to view all their asset management both from Australia and from their head office overseas. The client was able to live search job status using customer names, asset names, serial numbers, from anywhere in the world.