PrintIT Reseller - issue 58

PRINT IT RESELLER.UK 27 COMPANY PROFILE Vantage Computing was established in 1990 by two young software developers who decided to design a service management system. The first DOS version was released in 1991 and Service Accent, the first true Windows edition of the service management software was launched in 1997. “Service Accent wasn’t originally designed exclusively for the office equipment market,” Milford explained, adding: “The plan originally was to design a generic service management system, but the first three clients were in the office equipment sector. The founders realised there were a lot of nuances specific to that industry particularly around meter billing. At that time, that was the key differentiator, so as part of winning that business they committed to building in that functionality.” It very quickly became apparent Vantage Online: key features Visibility and transparency: Call control is highly flexible, with a suite of adaptive bespoke reports and dashboards delivering instant visibility and transparency at the click of a button. Mapping: Visibility over where jobs and engineers are at any time on an interactive map allows for better allocation of resources. Contract administration: Whether billing in advance or arrears, for a fixed term or on an open-ended basis, Vantage Online makes billing simpler. Maintain tighter control over costs: Stock control manages all stock carried by field-based engineers, to achieve improved first call fix rates and exceed service levels. Meter billing functionality: The process of obtaining readings becomes fully automated, increasing profitability whilst enhancing customer service levels. Reporting and dashboards: User-definable dashboards and advanced reporting capabilities ensure a comprehensive range of reports that can also run automatically for ease of use. App: Fully offline capable App allows field-based staff to complete and update jobs, capture signatures and photos, and provides access to complete service history. Near real-time synchronisation between the back office and service team saves time, ensures accurate recording of critical information and improves service delivery. Integration: Integration is available for most leading accounting applications, almost all Device Collection Agents (DCAs) and for many of the leading supplies and consumables distributors. Tony Milford, Managing Director at Vantage Computing shares some of the history behind the company and reveals how the latest iteration of its service management system Vantage Online has been purpose-designed to save time, reduce costs and improve dealers’ business efficiency Making service management simpler that making the software industry- specific provided some degree of protection in terms of competing against other vendors with a general service management offering. By targeting a niche market where the functionality was specific to that particular industry meant that to some degree Vantage Computing wasn’t operating in a market where competing on price was de facto. Within a couple of years, about 60 per cent of customers were in the office equipment space. “This sector provided the majority of revenue, but the company was still able to serve other markets, the developers created a way by which the sector-specific functionality could be hidden from businesses outside of the office equipment market,” Milford said. Milford had previously worked in the leasing industry and had experience supplying finance to the office equipment industry. “Speaking to dealers, I discovered that while many were starting to implement software to manage billing and service calls, they didn’t seem particularly happy with the solutions they had. At the time, the solutions on offer were from companies that were largely run by software developers and whilst they wrote good software, sales and customer service wasn’t their forte,” he said. Continued... Tony Milford

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