Gilbarco Veeder-Root has overhauled its repair and maintenance service and as a result reports a 30% rise in call response rates.

The company’s team of 200 engineers makes more than 9,000 service visits a month, and depending on the service level agreements taken out, reponse times vary from four hours to 16. Prior to the overhaul, performance levels varied which is why the company has taken a fresh approach.

Dave Coombe, manager of Gilbarco Veeder-Root’s control centre, explains: “A new computer-based job scheduling tool, the use of handheld pocket PCs, improved spare parts parts stock on vans and a redeployment of engineer resource, based on geographic demand, has made a significant impact on our service performance resulting in reduced equipment downtime for customers.”

New Sidewinder software is at the heart of the new system. It analyses all the variables such as location, type of fault, response time promised and availability of engineers, then allocates the job to the most appropriate engineer.

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