Pegasus Dashboards helps refrigeration equipment provider to enhance service levels and meet KPIs.
With a turnover of £25 million and 180 employees, Cold Service supplies, installs and maintains refrigeration equipment. Its products range from the cabinets and plant in a supermarket, to the air conditioning in small restaurants and chillers for hospitals.
Service and maintenance contracts represent an important part of Cold Service’s business, therefore delivering consistently high service levels in the most productive, efficient way is crucial to the company’s profitability.
“Comprehensive monitoring of performance levels in our service and maintenance business has been a key challenge,” comments Gary Mallett, Service Director at Cold Service. “Customers are increasingly demanding in their expectations, so we have to work smarter to meet these expectations while at the same time, preserving our margins.”
Faced with this challenge, Cold Service identified a need for a solution which could monitor service levels, track performance, ensure KPIs are met, and enable the team to allocate and reallocate resources appropriately.
Having used a finance and business solution from Pegasus Software since 1996, Cold Service selected the software provider’s Dashboards Business Intelligence (BI) solution in order to improve both service levels and management of KPIs across its customer base.
Now live, Pegasus Dashboards help Cold Service to deliver against its goals, and ensures that resources are continuously being reviewed in order to ensure they are channelled into the right areas. Senior management, call centre staff, service engineers and key customers all have access to personalised dashboards which effectively track KPIs and shape performance.
Two plasma screens displaying relevant KPI information using the Dashboards application are situated in Cold Service’s head office, allowing the company to identify which regions and/or customers are particularly busy, or whether KPIs are being missed. The system also identifies bottlenecks and provides alerts to ensure that resources are allocated or reallocated accordingly. Crucially, Pegasus Dashboards also enable senior management to monitor levels of spend and ascertain how productive the call centre is at any one time.
“Pegasus Software’s Dashboards BI solution represents a key USP for us. Not only does it enable us to consistently deliver optimum service levels in the most profitable way possible, but we can actually demonstrate and quantify this when talking to prospects,” Gary Mallett continues. “It forms a key part of our tenders for new business and we look forward to capitalising on it further as our business grows.”