Reactive 24/7 Service
In an emergency situation it is imperative for a client to have confidence that their problem will generate a swift reaction from their maintenance provider.
We understand the importance of providing a responsive and communicative help desk which is key to be able to deliver the quality service required by a client.
We operate a Customer Service Centre offering:
- 24 hour 365 day per year service
- Computerised logging facility
- Local call rates
- Access to mobile skilled engineers
- Lone worker monitoring
- Optional personalised "help desk" response for multi-site clients
All calls are handled by professional personnel specifically recruited for their customer care skills and trained to provide a high level of service to both our clients and our engineers.
Duty engineers have the authority to call for the support of other duty engineers, specialist sub-contractors, staff engineers and management should the need arise.
Duty engineers are contacted immediately and are given the details of the call out; their response time to the job is pre-determined by:
- the nature of the call out and
- the levels of response as set up in the contract, some clients have a numerical rating-corresponding to the urgency of the call out
Call outs are attended within the timescales stipulated in the contract, usually within 4 hours of logging the call with our help desk, but on many occasions engineers attend between 1 & 2 hours.