Barry van der Zon is the Operations Director at MSO, a provider of services such as repair, servicing, maintenance, warranty processing and installation of all types of ICT equipment. A strong, independent company that has been in business for over 35 years, it serves an international range of clients and resolves issues with anything that has a plug or an IP address.

In almost all cases, MSO’s clients are resellers or manufacturers. The clients of these resellers or manufacturers range from SMEs, accountancy firms and organisations in essential sectors to multinationals across every conceivable industry. A one-to-one relationship is only ever established in exceptional circumstances.

“We play a vital role whenever ICT is an essential process for an organisation. This could involve a POS terminal on Kalverstraat, a laptop in an office or at a home user’s premises, a large server or storage environment, or a smartphone belonging to a key sales representative.” The company prefers to work ‘behind the scenes’ for its clients to serve the end customer as effectively as possible.

To guarantee the comprehensive service we offer, our staff hold accreditations from organisations such as Lenovo and HP, and further training is tailored to specific client needs. As this often involves hardware maintenance (ranging from high-end server storage and infrastructure to laptops and desktops), many clients purchase SLAs. This is primarily driven by the extent of the impact on business processes.

Integration with OutSmart

To ensure all internal processes and planning run smoothly, MSO uses OutSmart. This software solution enables the scheduling of staff, assignments and work orders. The choice of OutSmart was an easy one.

“When we had to say goodbye to the legacy system we’d developed ourselves, OutSmart’s service stood head and shoulders above the rest. “For a specific project, we wanted to go live within a few days for an urgent job on our end. With Gijs Mekking from OutSmart at the helm, it turned out to be a fine piece of craftsmanship.”

“OutSmart has proven itself. It’s extremely flexible.”

Operational planning linked to TrackJack

OutSmart is an ideal solution for planning and managing the service as quickly and efficiently as possible. However, we were still lacking real-time insights into all staff on the road. To achieve this, every vehicle has been fitted with the TrackJack PRO Tax journey logging system. All drivers are driving brand-new Mercedes Citans, but Barry sees it in his own way. “The device itself doesn’t matter. We need to know where people are so that our planning can work as effectively as possible. The integration between TrackJack and OutSmart takes the pressure off our service desk in this regard.”

“We have 28 people working on-site handling incidents. Using the OutSmart app, we can at least see when someone accepts and completes a job, and we’re then shown the location from the engineer’s smartphone. But with TrackJack, we have a location update on the planning board every minute, giving us total control over the process.”

“It offers enormous functional added value.
And that has only increased thanks to the integration.”

Staff and the black box

TrackJack’s black box makes it possible to maintain a comprehensive log of journeys for the drivers. This means it can be used if the tax authorities request proof of mileage. “The engineers can simply use it themselves, but of course they don’t have to,” says Barry. All drivers have been given their own account, allowing them to manage their own vehicle and journeys.

“I don’t actually look at the cars on the map myself,” says Barry. “Only in an emergency, when we need to know immediately who is nearby.”

Want to know more about OutSmart, TrackJack or MSO?

Would you like to know more about what OutSmart and the integration with TrackJack can do for you? Or how MSO can benefit your business processes? Then please get in touch with us.