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Tracking provider Masternaut Three X improves customer service for Accord Lift Services

Lift specialists Accord Lift Services has improved customer service and response times with live vehicle tracking from Masternaut Three X. The web-based Masternaut system gives Accord’s service department the ability to keep customers updated of ETAs for its mobile engineers by providing a real-time view of its services teams and enabling dispatchers to contact and direct the nearest engineer to urgent call outs.

Accord installs, repairs and maintains lifts for a wide range of corporate customers nationwide who require a rapid response to call outs. These include hospitals, Government departments and retail stores. The company operates from three regional operation centres – Sevenoaks, Halesowen and Oldham – that also use Masternaut to effectively plan jobs. The system has dramatically reduced administration time and has improved productivity.

With its mobile workforce, the system supports Accord’s duty of care policies by helping managers to review driving styles and check that engineers have arrived safely on site. The system shows when engineers vehicles have left base, are travelling, length of time on site and when they return home. The system provides accurate logs of activities and helps to resolve job queries.

"Masternaut provides a comprehensive solution for Accord’s operations. It gives us real-time on-screen visibility of activities, which we put to good effect for customer service, field staff safety and duty of care. We can instantly access information to provide accurate responses to customer queries and it gives us the ability to be extremely responsive. Accurate ETAs for example are extremely important to customers as they need to know when engineers will arrive on site, particularly if there is an issue with a lift," says John Cawley, Accord’s National Service Manager.

Accord Lift Services is one of the leading independent UK lift companies and maintains just short of 4000 elevators of all makes for a variety of long-term customers. As well as maintaining lifts of any make and manufacture, the company is also highly experienced in the provision of new lifts.

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