Date - June 2010
Heatrae Sadia has invested in its electric water heaters' after sales service provision, ensuring that its commercial customers are benefiting from an unrivalled support package.
Full advice and 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. This supports its full range of electric water heating products, from the Multipoint Instantaneous to the White Supreme. 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 the range of electric water heaters.
The technical support staff from heateam have been specifically trained on the full range of electrical products and have the appropriate levels of expertise to assist with customer queries, including fault finding and diagnosis over the phone. In addition, the call centre is available all year round with the exception of Christmas Day and New Year's Day.
Where necessary, 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 first time fix rate in excess of 95 per cent. The team is highly experienced in the service and maintenance of water heaters in a wide variety of commercial applications from schools and leisure centres through to high security prisons and MOD sites.
Jon Cockburn, head of marketing at Heatrae Sadia, said: "We believe that part of our product portfolio's ongoing success can be attributed to the quality of our after sales service.
"We realise the importance of providing the high standard of service and level of expertise our commercial customers demand and we continue to invest heavily in our service division to ensure this remains at the very heart of our business.”
State-of-the-art mobile communications enable fast and efficient communication with HQ, 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.
Heatrae Sadia provides continuous product and system training for its engineers, call centre staff and the sales team.
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 all the latest regulations and legislation, with the aim of being able to give the best possible after sales service to the customer.
Last year (2009) heateam was ranked 3rd in sector in the Top 50 Call Centres for Customer Service in the UK in a survey carried out by Gfk NOP.