BT Raises Customer Care Levels
February 27th 2006

BT – dedicated to offering the highest levels of service

Recognising the importance of good customer care, BT Rolatruc have invested heavily in new systems to provide up-to-the minute total customer care.

A common belief within the majority of sales orientated industries is that a good salesperson can sell anything to anyone once.

“However, a good company knows that it is your approach to customer service that determines whether or not the customer will return.” Says Mike Mathias, Managing Director, BT Rolatruc.

In today’s market providing good customer service is just as important as delivering a good product. Promotions and gimmicks will help bring new customers to the table, but without excellent customer support those new buyers will quickly move elsewhere.

BT Rolatruc is a nationwide organisation that prides itself on its reputation for complete customer solutions, and knows that excellent customer care is a very significant factor in the development of long term customers.

By utilising the latest technology BT have raised their customer care service levels and today boast some of the best in the market place.

Reduced call waiting

With the introduction of advanced telephone technology BT Rolatruc have overcome the frustration of extended call waiting. With the Customer Business Centres now linked centrally through one telephone server BT can guarantee full national cover at all times. Even in the event of a major technical failure at one of their centres, calls will immediately be switched to the other, providing uninterrupted customer support.

Information at the touch of a button

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 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 frequently used parts that reflect the usage in their area. BT's latest computer technology ensures that any spares 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 spares 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 can provide a complete spares 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 their customers.

The Result

A customer focused company that can deliver the right level of service quickly and efficiently.

“Our systems empower all our staff, whether field or office based, enabling them to provide the right level of service,” says Mathias, “and we will continue to develop our capabilities ensuring that we remain the best in the market place.”

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