Customer Care Goes National
How would you like your own local Temperzone tech support person, who can handle a range of functions from commissioning assistance to warranty repairs and hands on “in service training” for your staff. Sounds almost too good to be true? It’s called Temperzone Customer Care and it’s coming to you in 2017.
Temperzone Customer Care is designed to deliver a high level of in the field support and accessibility to all customers. They are your local tech support, can handle completion of lodged warranty repairs and offer an extended commissioning service which is called Start Up Assist.
A little over a year ago, Temperzone Australia launched Temperzone Customer Care in SE Queensland. The pilot in Brisbane has been so successful and so well received by customers that Temperzone has already started to launch the program nationally.
Sydney’s Customer Care team started this month and there are plans in place to roll out the initiative in all the major Australian Capital cities progressively in 2017.
The initial Temperzone Customer Care Program in Brisbane was made up of a team consisting of a senior experienced service technician, Sean Hart, and an apprentice service technician, William McBride. Together they handle up to 30 calls a week providing local technical support, commissioning and assisted start up.
According to Sean Hart, “Start Up Assist is a new service we offer to our Brisbane customers and since completing the first one onsite, the demand for the service has significantly grown. Start Up Assist is more than just commissioning, we also offer onsite training at the same time. To be able to train service techs onsite on the equipment they well be servicing is a huge benefit to our customers and the end user. There have been times where we have had up to 10 of our customer service techs onsite when commissioning. This is hands on training for service techs and has been well received.
“We also look after lodged warranty repairs. The ability to offer and support the product when a lodged warranty has been placed has also grown over time. In some circumstances a breakdown can be difficult for the customer and end user. We have received great feedback from our customers because of our ability to support the product and in some circumstances have the unit repaired on the same day as lodgement.”
95% of customers who purchased ECO OPAs through the Brisbane office took advantage of the Start Up Assist. Which makes sense when you think about the very reasonable cost of having trained technicians who are very familiar with the units handling the commissioning and passing on their knowledge with onsite training. It’s a win win for the contractor saving them both time and money.
The team was set some impressive KPI’s which they are meeting including a scheduled site visit within the first 24 hours and having the repair carried out within 72 hours. They are also providing technical product and service training for local customers, improving their skills and understanding of Temperzone units.
Mark Howcroft, Temperzone National Service Manager, said “as the leading air conditioning manufacturer in Australia, it's a natural progression for the business to provide a greater level of product, technical, commissioning, after sales and application support for our customers.
Mark went on to say “With Temperzone products continually evolving to provide higher levels of efficiency, control and protection we want our customers to have the comfort of knowing that Temperzone will be there right along-side them for the entire product life cycle,”.