customers was the introduction of a text service. More than six years ago we introduced a system whereby we would send our customers manual texts,” says Cathy. “We would text customers ETAs and any other updates. As we moved up to seven vans we realised that this would no longer work as effectively. “So when we changed our tracker system we invested a little extra to have some software written that would automatically text our customers. “When we receive a breakdown job, the customer will ring the depot and let us know their problem; we will take all the information; book the job not only on the t-card system but on the tracker as well. “When this information is input to our tracker, it shows us the closest technician and we can then assign the job to them,” Cathy says. “Once assigned, the customer will receive a text to thank them for choosing Pirtek and advise them that the job has been confirmed. The tracker will then send a further text when the technician
is 15 minutes away, confirming the time of arrival.
a job, it’s in hand and they don’t have to chase it up. They trust us to advise when we will be there and let them know if anything changes – for example if a previous job runs over. “When the job comes back, it is checked by a manager and then emailed to the customer along with site photos so they have a complete picture of what the job entailed, all within 24 hours of completion.
“We believe that if you supply your customer with accurate information they can always work around it if things don’t go to plan. “We would rather be open with a customer,” Cathy says. “They know us and they know that when they ring in
RENOVATION: Pirtek Belfast’s new trade counter
UK 0800 38 24 38 ROI 1800 74 78 35 www.pirtek.eu
10
Made with FlippingBook Learn more on our blog