The Lifting Equipment Engineers Association (LEEA) has launched a system to manage and respond to its members’ technical queries. The LEEA Technical Triage will allow any member of the association in the world to send a technical queryor question via email to a specific address: firstname.lastname@example.org. LEEA aims to deliver a final resolution to the question within 48 hours.
This more accessible, centrally managed address, will allow the query to be efficiently distributed to the relevant LEEA expert who will understand the issue.
The Triage logs all technical queries, monitors the response time within technical services and helps LEEA to identify frequently asked questions.
“During the 16-week pilot programme, the LEEA Technical Triage process received and dealt with 116 technical enquiries, and was able to fully resolve almost two thirds of those enquiries within 48 hours,” said LEEA CEO Ross Moloney.
He added:“The Technical Triage looks to address the complexities within the lifting industry and to enhance the service we provide our growing membership, which unsurprisingly is generating an increasing number of questions. Engaging with this service will result in LEEA giving the right solution and making guidance more meaningful and effective.We believe that this new process will help improve the quality of our service as well as helping members remain compliant, manage risk and maintain best practice.”
LEEA members can send their technical queries to email@example.com.