How we improved customer service and reduced costs.
“Wallchart® provided real benefits and cost saving for us. We have reduced inefficiencies in the way we work, eliminated duplication and increased the overall level of customer satisfaction we are able to deliver."
– Steven Rose, Operations Director, TFMCyntergy (EMEA) Ltd
TFMCyntergy (EMEA) Ltd provides system implementation, project management, training and call centre services to the retail, hospitality, foodservice and internet/multimedia industries. It is a member of the TFMCyntergy Group, which operates in 50 countries worldwide.
To control the allocation of trainers to each individual customer TFMCyntergy relied on a spreadsheet system. The company grew rapidly and the limitations of the system soon became very obvious.
The answer was to install the Wallchart Resource Scheduling SystemTM with a full training and implementation package that would minimise disruption to everyday operations and ensure a problem-free installation across the EMEA (Europe, Middle East and Africa) area.
The new system gave managers instant access to resource availability and utilisation. They also gained the ability to analyse activity by project, personnel, date and client. This allowed them to forecast future revenue levels with greater accuracy.
The implementation was so successful that soon afterwards TFMCyntergy began looking at how Wallchart® could help with future worldwide scheduling requirements. This resulted in plans to implement Wallchart® in the US and integrate scheduling on a global basis in real time.
TFMCyntergy also began looking at a number of Wallchart®'s new developments and the additional benefits they could bring to the Company, in particular the Dynamic Wallchart® Web SchedulerTM
.
Steven Rose concluded "Wallchart® has been a key element of our success, enabling us to manage effectively a larger resource base without increasing the internal man power".
