Superior service
June 1st 2006

What sets BT apart from all other service providers? Mike Mathias, Managing Director, BT explains

"Cost effective materials handling demands experience" Says Mike Mathias, Managing Director, BT Rolatruc "and in today's market, the efficiency of your materials handling operation is largely dependant on your equipment, the more efficient and costeffective your equipment, the greater your competitive edge."

Whether your business requires several dynamic operations carried out simultaneously, or a singular operation at a steady pace, there is always the risk of a problem occurring. No company can ever prevent a breakdown or accident, but how they are dealt with will have the greatest impact on your productivity and profits.

No matter where you are, or what the problem your service provider should have the necessary resources, skills and experience to keep all your material handling equipment working at your required output.

With this in mind it is vital to choose a supplier who understands the value of a relationship built on trust, good communication, and an in-depth understanding of your operation.

Service that's flexible

Because no two operations are the same, everyone's needs are different. Choosing a supplier with a wider range of solutions and the ability to tailor these to your individual needs will ensure you have the right plan for your business and help to optimise your materials handling costs.

BT offer complete flexibility with a choice of service plans and optional upgrades that allow their customers to choose the right type and level of support best suited to their needs.

With a full service plan, BT will take ownership for the functioning, reliability and maintenance of your entire fleet. With an agreed price upfront and all parts inclusive the BT Full Service is a guarantee that your trucks will be kept functioning and will be readily available.

Service Commitment

Choosing a company that understands the implications of unplanned stoppages, and costs, to your operation will help you ensure your materials handling equipment does not let you down.

Scheduling the right level and frequency of preventative maintenance visits will help ensure your trucks are kept working to your requirements. However, just as importantly, it is vital that your supplier can manage any unforeseen problems.

"At BT we recognise the importance of a cost effective materials handling operation where trucks are always readily available, this is why we pride ourselves on offering after sales service that's second to none.

Customer satisfaction is our top priority which we achieve by continually monitoring our results, listening, talking and responding to our customer needs." Says Mathias

With a network coverage of more than 500 BT engineers, operating on a local basis BT can quickly respond to any service call out.

Once a call is taken, BT utilises the latest technology to automatically allocate an engineer, based on location, skills and parts availability, ensuring maximum equipment uptime for their customers.

Every BT engineer is equipped with a handheld computer (PDA) giving instant access to essential information on customer fleets, fault reporting, service histories and parts manuals. With all this information available at the touch of a button BT customers can be confident of a speedy resolution.

Right part for the job

All BT service vehicles carry a full compliment of parts that reflect the usage of their customers. BT's latest technology ensures that any parts used by the engineer are automatically replenished overnight directly into their vehicles, ready for an early start the next day. In the field, BT engineers can order parts from the warehouse network via their PDA, enabling the time spent on site to be used effectively.

All BT parts are fully warranted ensuring the safety and reliability of customers' equipment. Unlike many other manufacturers, BT does provide a complete parts support for all their models many years after production ceases - a testimony to the longevity of the BT product range.

Easy administration for customers

Whilst still at the customer site, BT engineers will send the service call information electronically via the PDA directly to the BT Service Centre where a record is stored on their internal customer service database for future reference.

Customers can authorise the service call with an electronic signature on the engineer's PDA and choose their preferred method of confirmation - either instantly by fax or e-mail, or next day by post.

This minimises time spent on service administration for them and their customers.

As the first company in the industry to be awarded the ISO 9002 certification, BT is the market leader in setting and maintaining quality standards. They have been at the forefront of material handling equipment design, innovation and customer care for 60 years and recognise the importance of cost effective material handling equipment to most business operations.

"Wherever you are or whatever the problem, BT has the resources, skills and experience to keep all your materials handling equipment working efficiently and effectively" Says Mathias "With BT you can be sure that if something goes wrong we're there to help".

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