Commercial Group, the Cheltenham-based national provider of IT, document
and print management solutions, is upgrading its service management capability by switching to the 2serv service management system from Purpose Software.
The new system will enable Commercial Group to broaden its MPS offering by providing greater control of the toner management process and provide a future-proofed platform to drive further growth and operational efficiency across the business.
Steve Harrison, MPS Operations Manager at the Commercial Group, said: “We are switching to 2serv as it is better suited to meet our business and workflow process requirements. It will enable us to automate and centralise more business functions and provide instant access to real-time data. This will empower our business teams to enhance service delivery and profitability.”
Key to making the decision to replace the organisation’s previous service management system was the fact that 2serv is tightly integrated with toner outsourcing suppliers such as Westcoast, which will help Commercial Group move away from maintaining costly warehouse stocks.
It will also significantly reduce the administrative workload, by eliminating the need for the individual transactions required by the old system, which could take 3-4 minutes for every order.
Commercial Group is also installing 2roam, a mobile application that empowers field service engineers strategically located across the UK to access and update 2serv using tablets, smartphones and other mobile devices; and 2web, which will enable it to create a web portal where customers can log new service calls, update jobs and track the progress of outstanding jobs.