By investing in additional call handling software and water resistant PDAs for its 200 strong network of technicians, the company can now track and plan customer appointments more effectively.
Says service director Dave Webb: "Upgrading our technology means that we reach our customers more quickly and also ensures that our technicians are better informed before they go onto site. We have managed to cut travelling time significantly, which means more time is spent on site and that we have cut our carbon footprint."
The company has also invested in GPS tracking, allowing it to determine the nearest available engineer with the correct skills and tools to perform the required task for the customer. Details about each customer’s requirements can also be downloaded onto the service technician’s PDA before a visit. This includes both information about the maintenance needed and any requirements they may have for inductions or health and safety procedures.
The company is also upgrading its service fleet to include custom fitted estate cars and vans in a rolling investment over the next four years.
The investment follows the company’s launch of the UK’s first secure on-line service portal for weighing equipment and systems. This allows customers to view their maintenance schedule and store calibration certificates and other documentation on the password protected website.
Says Webb: "We are continually striving to offer a better service for our customers. These investments have made us more efficient and better informed and equipped before we see the customer. For us our strap line right place, right time, right tools, is far more than words."