Service Management, Quality & Service Level KPIs
All Technical Services we provide include detailed case logging, reporting, service level KPI monitoring, management of calibrated test equipment, record keeping and issue of service reports, validation reports to customers.
We employ the latest technology and systems to ensure efficient management of service and support activities and the ability to measure and report on our effectiveness easily. All technical support cases (calls) are logged on our Customer Relationship Management (CRM) system, engineer call outs and activities in relation to repairs and servicing are also logged on the same system, as well as all instruments we support, allowing full traceability and KPI reporting of all activities.
We also use entirely paperless Field Service Reports and service checklists using bespoke software to capture all data related to the case and the Service Engineer visit. This system provides immediate and professional reports to the customer and also copies to you.
All of our technical service and support activity is logged, scheduled, assigned, reported and monitored via the CRM system. From the moment a call is taken from a customer, the customer’s account is accessed and a technical support case logged against the particular contact name and instrument (asset) concerned, all case details and relevant trouble shooting processes are also documented.
All Preventative Maintenance Inspections and Instrument Installations are carried out in accordance with clear procedures and checklists, which have been developed in line the manufacturer’s guidelines and service training. These are completed by the engineer whilst the work is being carried out using the same bespoke software. Using a secure electronic system for completion of all field service forms and checklists ensures greater control and efficiency.
In line with our ISO9001 Quality Management System all service records, reports, checklists and test results are kept on file by instrument serial number. All technical support cases, instrument and customer information and preventative maintenance schedules are held on our Customer Relationship Management (CRM) System.
Proactive customer satisfaction feedback calls are completed within a few days after any issue is resolved to ensure there are no further queries or concerns and to gather any customer feedback for continual improvement.