Wavepoint Group's servicing and maintenance system offers critical support to customersWavepoint Group's servicing and maintenance system offers critical support to customers
Dry cleaners and laundries alike have taken their biggest hit in history; weddings, business trips, anniversary celebrations, proms, graduations and funerals were all diminished amid the surge in infection rates. Very quickly, shop owners nationwide saw business decline at an unprecedented rate.
To stay afloat, many have had to adopt contactless delivery and collection services. And with that, their machines still needed to operate at fully capacity, morning through to evening, to keep up with the increased demand.
Jason Alexander, Managing Director at Wavepoint Group, comments: “In these times, it’s crucial for shop owners to ensure that their equipment supplier has the appropriate resources available to support them after the initial sale to, crucially, mitigate any shop downtime.”
That’s why Wavepoint Group has implemented a state-of-the-art service management system, in a bid to further enhance their customer service and maintenance operation.
Call2Field incorporates a number of smart features, including a fully comprehensive call logging, scheduling and service management package, all easily accessible via a smartphone, tablet or laptop. Should a customer experience issues with their machine and require the assistance of an engineer, Wavepoint Group can easily access the customers’ current machine specifications to identify in advance the parts required for the repair, ensuring the job is completed quickly and efficiently on arrival. Even during a repair or service, should an unexpected part be required, stock levels of spare parts can be accessed remotely on-site via an engineer’s device, giving the customer real-time information as to the availability of the required parts and an accurate timescale for fitting them.
Jason says: “The system has completely revolutionised the service department. We’re able to operate more effectively, remotely and have more information at our fingertips, which allows us to deliver a more efficient service to our customers. Since implementing the system, we’ve managed to obtain a first-time fix-rate of 93%, which we aim to increase further in the coming year.”
Given current restrictions, many businesses have had to adopt remote working practices to ensure customers are supported throughout what is an incredibly challenging time. As such, Wavepoint Group has implemented virtual servicing and maintenance measures to support customers in this COVID-19 world, where social distancing and travel restrictions are so prevalent.
A Wales-based customer, who was experiencing problems with their boiler, phoned Wavepoint Group requesting for an engineer to attend site and fix the fault. However, given the strict travel restrictions at the time and COVID measures in place, Jerry Jones, Chief Engineer at Wavepoint Group, instead gave the customer step-by-step instructions on how to diagnose and fix the fault internally.
By late-morning, the boiler was back up and running again, which saved them heightened costs in callout fees, possible spare parts and extensive shop downtime.
Over the last few months, Wavepoint Group has invested heavily in high-tech equipment and video conferencing facilities to limit face-to-face contact. The team can now successfully deliver virtual machine support and live streaming of machine maintenance for customers to conduct themselves, whilst stringent COVID-19 restrictions remain.
Ian Reid, dry cleaning shop owner, tells: “My family have been in the dry cleaning industry for 3 generations. I’ve worked with Wavepoint Group and Jason many times over many years. First class equipment with equally high levels of service back up.”
Regular servicing and consistent maintenance of equipment will help avoid disruptive breakdowns. To find out more about our service packages, contact us on 020 8579 266.
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