A £600,000 investment in Kwik-Fit’s telecommunications has benefited fleets with the number of ‘same day’ jobs being undertaken by the company’s mobile tyre repair and replacement technicians increasing.
The telecommunications investment at Kwik-Fit’s Fleet operations centre at Tannochside in Scotland and its dispatch centre at Warrington will deliver to fleet customers a range of benefits including: speedier and more efficient call handling; a faster response by Kwik-Fit Mobile; and more jobs undertaken on a ‘same day’ basis.
Simon Lucas, operations director at Kwik-Fit Fleet and head of Kwik-Fit Mobile, said: “We continually strive to offer all fleet customers a first class customer service. The £600,000 investment does just that and will mean reduced fleet vehicle downtime for corporates which in turn improves their business efficiency.”
Kwik-Fit Fleet has centralised mobile call handling at the fleet operations centre as a result of the introduction of the latest automatic call distribution technology.
It enables centre staff to better manage call queues, messaging and routing to improve customer experience. Kwik-Fit Fleet has also improved its resilience by obtaining lines from multiple exchanges and ensuring that all operations are mirrored in back-up locations.
Introduction of the very latest telecommunication technology has resulted in a simplified process and reduced waiting time for fleet drivers by more than 50%. It also allows Kwik-Fit Fleet to better control the quality of calls and will lead to even greater process improvements designed to improve driver experience over the coming months.
Simultaneously, Kwik-Fit Fleet has centralised the control and dispatch of jobs at its refurbished dispatch centre. This allows Kwik-Fit Mobile to be more efficient and give a consistently high level of service across the UK.
Lucas said: “Since making these improvements the company has seen the percentage of jobs arrived at within the given time window rise to 97%, which betters customer key performance agreements.”
Login to comment
Comments
No comments have been made yet.