IT’S tough out there and only the fittest survive! Companies in the industry are crying out for a way to stand out from the crowd…
It shouldn’t have taken the current climate for us to realise that in order to prosper we can’t blend into the background and hide, but it has. Despite the economic state the markets still wants everything faster, cheaper and at their beck and call, so let’s give it to them! These FLT companies tell us how they have gained a competitive edge through utilising Key’s Service management software.
Changing market
Resulting from an increase in hire, customer service requirements have changed, demanding better organisation of maintenance and service calls and control of engineering time and costs.
HFT Limited, a Nissan FLT dealership updated their existing service management software. Director, Carol Crawford feels their new system has helped them retain customers by offering very high service packages to every contract, providing a competitive edge. Carol said, “The (service management) software has been a major factor in the way the company has built and controlled business.”
A happier customer
Locators, an independent provider of forklift trucks and storage equipment, wanted to advance their service management process in order to improve customer satisfaction and stand out from competitors. They were advised to implement a PDA system, connecting their field engineers with the service desk.
“Being able to see the wood for the trees has helped the service desk and engineers enormously. They have much better visibility of workload and paperwork is completed quickly, improving customer service and cash flow for the business,” commented Customer Service Director, Tony Stevens
“I wish I had done it years ago, the engineers have taken to it and like it, anyone who doesn’t do it is just mad!”
A slicker workforce
In a current price conscious environment where every penny counts, service managements can control and create a slicker and more efficient workforce. The Directors of BJB Lift Trucks Limited said, “Customer service is enhanced, bottlenecks are eliminated. We have grown and are conformably handling more business, without the need to employ more staff! Since installing SM software BJB has significantly increased productivity and sales have increased.”
The solution
Jonathan Heaton is the Managing Director of Key Computers which provides Service Management to the FLT market. They have provided solutions to HFT, Locators and BJB.
“It seems obvious that through achieving a tighter more efficient workforce, customer service is improved and therefore so is productivity, however not everyone has grasped this concept. The economic downturn has meant the end of the road for some companies as they have failed to adapt and lacked a competitive edge,” stated Jonathan.
“Through implementing service management software valuable time is released for new business development and the profitability of each contract can be measured ensuring the level of service can be monitored and adjusted accordingly.”
