Date - January 2010
Heatrae Sadia has invested in its Megaflo HE after sales service, ensuring that its customers are benefiting from an unrivalled support package.
Megaflo HE's after sales support is provided through Heatrae Sadia's service division, heateam - the UK's largest directly employed service team for the heating and hot water sector. Alongside more than 100 call centre/technical support advisors, heateam has 280 service technicians covering the whole of the UK - all of which have been trained and certificated to work on unvented cylinders.
In addition, heateam's technical support staffs have been specifically trained on the full range of products and have the appropriate levels of expertise to assist with customer queries, including fault finding over the phone. Staff are available every day with the exception of Christmas Day and New Year's Day.
Engineers are expedited on a same or next day basis with coverage available six days a week, including bank holidays, and each engineer carries more than 600 individual spare lines which facilitates a 95 per cent first time fix rate.
State-of-the-art mobile communications enable fast and efficient communication with the heateam HQ based in Warwick with on the spot digital photography used for the identification of scarce parts or to solve a particularly unusual problem. Replacement parts can be ordered via the engineer's terminal to arrive with them by 7.30am the next day.
Jon Cockburn, head of marketing at Heatrae Sadia, said: "Megaflo HE is the market leading unvented hot water cylinder in the UK, and we believe that part of its success can be attributed to the quality of our after sales service. We continue to invest in this area as part of a drive to place the customer at the heart of our business.
"Being part of the Baxi Group means that heateam engineers are also experts in central heating and gas boilers, so when there is a fault they are able to consider the whole system rather than just the unvented cylinder. Our impressive call out response times also means that customer's products are back up and working in the shortest possible time.”
Heatrae Sadia provides continuous unvented product and system training for its installer customers, as well as heateam engineers, call centre staff and the sales team. Certificated unvented courses are offered at three company training centres in Dartford, Warwick and Warrington, as well as at satellite centres in Northern Ireland and Scotland.
This training is part of the professional development programme for staff in terms of their skills and knowledge and ensures they are up to date with building regulations and legislation with the aim of being able to give the best possible after sales service to the customer.
Alongside Megaflo HE, heateam engineers are also trained on other Heatrae Sadia and Santon products, including commercial water heaters, electric wet central heating flow boilers and drinking water units.
Last year (2009) heateam was ranked 3rd in sector and 18th in the Top 50 Call Centres for Customer Service in the UK in a survey carried out by Gfk NOP.