Technological boost for TOTALKARE customer service

By Steve Braund

The UK’s number one provider of heavy-duty vehicle lifting solutions is embracing software technology to boost customer service and reduce the cost of lift repairs.

Developed in-house by TOTALKARE, the new QuickQuote system enables engineers to provide immediate quotations for customers on-site, reducing the need for a return visit.

James Radford, TOTALKARE Sales Director, explained: “They can also brief workshop managers on the spot as to the nature and cost of any repairs before parts are fitted.

“As well as reducing inconvenience and costs for the customers, the new system also means that engineer time is optimised, helping us to reduce response times for all our customers.”

Combined with a new fleet of vans that enables them to carry more parts, first-time fix rates have soared from 81 per cent to 91 per cent in just over six weeks.

Since the company changed its name from SOMERSTOTALKARE to TOTALKARE last year it has embarked on a range of initiatives designed to build on the company’s reputation for providing quality products and industry-leading service.

“The introduction of QuickQuote – together with the new vans, improved service contract plans, the recruitment of more engineers and the restructuring of the management team to enable more time with clients – has provided a real boost to customer satisfaction,” James said.

“We will continue to look at new working systems and the latest technology, to further enhance our services over the coming months.”