OTR Tyres Ltd have implemented a new Service Management System as part of their management strategy to continually improve their onsite service for customers.
The system provides a seamless transfer of data to and from the OTR Service Engineer and Regional Depot and gives real time information to allow accurate job management. “Travel time and distance, job start and finish information, vehicle downtime, details of work requested and work done are all recorded and used to continually improve the service offered,” said UK Operations Director Darren Flint.
OTR's UK service is directed from their 18 Regional Service Hubs and Service Operating Sites around the country and with more than 60 service trucks operating at any one time, the efficient use of resources is constantly reviewed for the benefit of customers.
“We have seen an improvement in our service to customer's onsite which, in turn, reduces their machine downtime, increases production and reduces their overall operating costs,” stated Darren.
Benefits to the customer go further than just improved customer response time – increased levels of tyre monitoring, improved management of customer service level agreements (SLAs), greater planning for preventative tyre maintenance and enhanced customer reporting to identify and reduce vehicle downtime all add up to an earthmover tyre service that is unique.
“This system has been a challenge to implement, but through perseverance and commitment from OTR staff we feel the investment has been worthwhile. It is a vital tool to ensure we proactively manage our tyre service engineers and has become a core component of the service we offer our customers. OTR have come a long way in recent months and we will continue to develop the system to provide the best possible service both to OTR and its customers,” concluded Darren Flint.
OTR Tyres are one of the world's leading earthmover tyre specialists and continue to lead the way with the development of earthmover products and services, which offer customers 'much more than just tyres.'
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