Driven by the quest to attain an edge in the market and acquire more customers, every company is always on the lookout for innovative software solutions that can simplify the task in a time and cost-efficient manner. Nevertheless, a rapidly growing company can very easily be entangled with a complex application landscape. For instance, traditional Field Service Management (FSM) systems deployed by an organisation are purely dedicated to field-based services. However, for successful field service management, the ‘in-field’ engineers require a cohesive and fully integrated system, where they are in complete sync with the back-office and have complete access to information. If not, they witness several obstacles, such as data inefficiencies and duplication, among others.
Imagine if there was a way to seamlessly integrate your FSM system with the enterprise’s resource planning software, where the engineers working in the field could share data in real-time and streamline the business operation. This will not only ensure efficient project execution and delivery but also provide full integration without the need for dual processing. “This is precisely what we help organisations achieve,” says Rue Dilhe, the managing director of Exel Computer Systems plc, a leading force in the provision of comprehensive business solutions for manufacturing companies and field service providers.
The founder and current chairman, Dr. John Ellis, established Exel in 1985 after having observed a rising need for capacity planning systems whilst working on a research project at Pera International. This led to the development of the very first version of their flagship software ‘EFACS’ a UNIX- and Informix-based software solution for capacity planning and manufacturing. Today, Exel as a company has grown from providing only a capacity planner to providing comprehensive business solutions, incorporating modules like end-to-end ERP for field service management, CRM, financial management, and production planning, to name a few. What’s more, clients can customise the functionality of Exel’s standard software according to their needs with the Advanced Customisation Toolkit.
Especially for field service managers, Exel leverages its proprietary FSM software—Eagle—that allows the field engineers to access real-time data and resources right from their touchscreen devices or mobile phones. The software allows information to be quickly obtained and relayed by service engineers directly to the back office management system. Developed as a part of their ERP system, the ‘EagleField Service’ software is a one-stop-shop for field engineers that can be hosted on the cloud as well as on-premises, and is adept with all the functionalities that any field service client may need. Moreover, using the Eagle Assisted Scheduling module, users can manage regular maintenance visits and monitor service engineers’ schedules, availability, and optimum time slots.
Notably, Exel’s rich experience in business operation is one of the highlighting aspects of the company when compared to the other players in the market. “Exel brings to the table its team of seasoned experts, who understand the market through and through. Hence, we do not require a third party to implement our software,” mentions Dilhe. Not only has this helped its clients obtain an optimum level of efficiency in project delivery and customer services but also maximise profit.
While shedding more light on the robustness of Exel, Dilhe shares a story about Safestyle, a leading UK-based door, window, and conservatory installer. Towards the end of 2013,Safestylerecognised a need to update its after-sales customer services. They were working with a decade-old customer care system, which was not fully integrated and led to inefficient manual data entry with increased chances of data duplication. However, by deploying Exel’s field service solution, the organisation ensured smooth communication throughout. “We were also successful in reducing most of the manual paperwork performed in the enterprise and establishing a uniform end-to-end communication and alert system,” adds Dilhe.
With several such success stories under its belt, Exel is an industry-leading field services solutions provider in the UK. With a zeal to make a significant impact in the FSM domain, Exel is now poised to refurbish field operations and yield better business outcomes for its clients.