Heavy materials handling equipment specialist Cooper Handling is improving aftersales support and enhancing customer service by making full use of the latest computer and mobile software technology.
Cooper Handling Solutions, the specialist aftersales division of Cooper Handling Group, has equipped its team of highly trained and experienced engineers with internet-enabled tablets to introduce a paperless interface with its customers.
The tablets are used to allocate work, as well as issue service reports and service inspection menus. A dynamic risk assessment menu enables Cooper engineers to assess safety issues relating to a specific job that are not covered generically, such as local operational traffic, weather or overhead constraints. The sole focus of this application is to ensure that all servicing and maintenance work is carried out in the safest possible environment.
The technology will also speed up the administrative process and help boost customer satisfaction. Once Cooper’s engineers have been allocated a job or are notified of a call out, the system will automatically access Google Maps to position, and then continually update with the estimated time of arrival on site.
All jobs sheets and service sheets are completed electronically and passed to both Cooper service control and the customer via email. Since service histories and other reports are subsequently available on a customer portal, there is no need for the customer to file them.
As an added feature of this system, Cooper has commissioned a satisfaction survey from its software provider. Delivering measures by machine, site, and individual engineers, this application enables Cooper to obtain the customer feedback it requires as part of its ISO 9001 quality management systems reporting.
David Cooper, Director of Cooper Handling Group, said: "In keeping customer equipment operating at maximum safety and efficiency we are committed to ensuring that our engineers, and the environments in which they work, are safe. By harnessing this latest technology our aim is to raise standards and promote best practice.
"In addition, we can now measure, quickly and accurately, how well we have performed on any given job, and over time build a true picture of contract performance. By analysing this valuable data we can also allocate resources and implement improvements to our systems and processes to enhance the high standards of aftersales support we offer our customers."