GMS Espresso has woken up and smelled the coffee. In order to bolster its efficiency and lay strong foundations for the future, it is teaming up with Tesseract.
GMS Espresso has been supplying, installing and maintaining coffee machines and equipment for nearly fifteen years, but have been relying on a server-based piece of software that just isn’t moving with the times.
“The problem is, our current software isn’t adaptable or future-proof,” says Seamus Doyle, Operations Manager of GMS Espresso. “This is partly because it’s server-based. If we want to change something or introduce a new kind of report, we have to give notice and wait for them to come and install it. That’s one of the reasons we sought out Tesseract, because they offer SaaS.”
SaaS – Software as a Service – means GMS Espresso will pay a monthly subscription to use the service management components of Tesseract’s Service Centre 5.1 (SC5.1), which are centrally hosted by Tesseract. The benefit of this is that GMS Espresso will receive new features, improvements and updates regularly and instantly. It also means, if there’s an issue, fault or inefficiency anywhere in the system, Tesseract will fix it immediately in-house.
The coffee enthusiasts were also encouraged by SC5.1’s user-friendliness, which is a huge cut above their current system. Doyle explains that they would often have to go round the houses to get even basic things done, whereas the new software is a lot more efficient and easy to use. It was actually one of GMS Espresso’s own customers who recommended Tesseract, because of their own experiences with the software — testament to the company’s influence in the service management industry.
“We’ve had a really good experience with Tesseract,” Doyle adds. “They’re always on hand to answer our questions and make sure we’re understanding everything. They’re also providing regular training to help our people get to grips with the new system, and are always willing to work around our schedule.”
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