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| Stertil Service - FOR THE HIGHEST LEVELS OF CUSTOMER SERVICE |
Loading bay specialist Stertil has invested £100,000 in updating its service systems. New call handling software and a state-of-the-art vehicle tracking system are enabling the company to offer a service response 24/7, whilst reducing its own costs.
Stertil has installed 2Serv, a powerful field service programme designed to improve handling and control of the customer service process. Built into the programme is a unique Help Desk facility, which gives fast access to all relevant job and customer information on a single screen. The Help Desk allows logging of calls, allocation of engineers and checking of job status, enabling customer enquiries to be handled more quickly and efficiently. Modular in design, the software can accommodate Stertil's changing needs as its business grows.
To improve communication with field engineers, each engineer has been issued with a mobile data system, or tablet PC. Each PC contains all the relevant forms, diagrams and part numbers, so that engineers have all necessary information to hand when dealing with customers' problems on site. The field engineer team has been increased and now numbers more than 50 nationwide.
Stertil's entire fleet of vans, or 'mobile workshops', has been installed with VMI™ (Vehicle Management Information) from Minorplanet. The VMI™ system means Stertil is able to track its service vehicles, wherever they are, ensuring optimum use of field resources. It has also resulted in a significant saving in fuel costs, as engineers can be more efficiently allocated to jobs based on their location.
At the heart of the vehicle tracking system is a Data Collection Unit (DCU), which uses GPS to monitor constantly the position, speed and distance travelled of each vehicle. Data is received by the control PC and allows Stertil to track any service vehicle in real time, as well as accessing historical journey information.
The new service package has been completed with the instruction of an out-of-hours call handling agency to enable Stertil to offer a 24/7 service operation.
Martin Paynter, Operations Director for Stertil, is confident the new system will further improve the service offered to Stertil customers: "The new system is enabling us to work more efficiently and respond to customer calls more promptly. The Vehicle Tracking system is so accurate it can even tell us which way our vans are facing! We now have proof of service delivery, combined with the additional benefit of cost savings in both overtime and fuel."
Stertil is a market leader in the development, production and marketing of dock equipment. Its comprehensive range includes inflatable and curtain shelters and dockseals; wheel guides; mobile yard ramps; dock bumpers and vehicle restraint systems, as well as both mechanically- and hydraulically-operated dock levellers.
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