1 / 18

Danwood Service Centre Operations

Danwood Service Centre Operations. Welcomes:. Call centre locations. Call centre operations. ERIC. Customer service centre website. Service reporting. Disaster recovery policy…. Items Covered. Over 30,000 calls handled every month. Technical helpdesk engineers available in call centre.

gallagher-haren
Download Presentation

Danwood Service Centre Operations

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Danwood Service Centre Operations Welcomes:

  2. Call centre locations. Call centre operations. ERIC. Customer service centre website. Service reporting. Disaster recovery policy… Items Covered

  3. Over 30,000 calls handled every month. Technical helpdesk engineers available in call centre. Service calls automatically assigned to field engineers. National Call Centre - Lincoln Scotland Call Centre - Livingston • Dedicated call centre for Danwood Scotland operations. • Back up from National call centre if required. • Identical interlinked technology deployed in both call centres...

  4. Rapid & professional handling of all customer calls. Handle all requests for service & contracted supplies. All calls answered personally by experienced staff. Average time to answer - less than 15 seconds. Call Receipt Engineer Resource Planning • Dedicated regional engineer planning. • Provide full customer liaison in event of any delays. • Calls dispatched automatically to engineer’s PDA’s…

  5. Automatic Phone Call Distribution & Monitoring

  6. Pocket PC PDA voice and data solution. On-line stock ordering and receipt for spare parts. New calls downloaded remotely to engineers PDA. Engineers close calls and transmit in real time to main computer system. 315 field engineers live (November 2007). Rapid notification of new & re-scheduled calls. Visibility of all open calls assigned including any return visits required. Real time control of spare parts car stock on PDA... E.R.I.C.Engineers Remote Information Communicator.

  7. Service Engineers Open Calls Queue

  8. Sample ERIC Screenshots (1) On line memos provide messaging between engineer and Call Centre. Add parts icon

  9. Sample ERIC Screenshots (2) On line registration for e-Services Quality feedback form – automatically e-mailed to all relevant departments

  10. Phased rollout of e-Services solution. Phase 1 launched March 2006 and provides: Real time display of all contracted machines with full location & machine details. Offers 24/7/365 logging of service calls. Real time display of all open service calls. Allows central helpdesks to track Danwood service performance against SLA, on behalf of internal users. Allows Facility Management operations to monitor performance for multiple contracts… Customer Service Website

  11. Service Website – Your Equipment Select machine from an on screen list of all contracted machines.

  12. Service Website – Log a New Call Check location details, select problem type and add your own comments.

  13. Service Website – Call Logged Confirmation Central computer system immediately returns the call reference number as confirmation of details received.

  14. Service Website – Real Time Progress of Open Calls Provides real time tracking of all open calls booked via phone or website.

  15. The mobile data solution (ERIC) running on all engineer’s PDA’s is the first stage as it provides engineers with full details of all current open calls. Full automatic backup of all live service call data every 2 hours throughout the working day. Central computer systems as well as voice and data communications equipment spread across several buildings for resilience. Fibre optic links between buildings in a bi-directional loop – if a link is severed data routes in the opposite direction… Disaster Recovery Policy – Systems Resilience

  16. Call centre relocates to the Witham St. Hughes Distribution IT & Training centre (5 miles away) if it’s own building is out of action for any reason. Four rooms have dedicated DR data and voice sockets wired and ready for instant use by up to 60 personnel. Instant online switchover of all incoming Call Centre telephone lines from one building to the other. Target time for relocation is 1 hour… Disaster Recovery Policy – Relocation

  17. Business Continuity Planning • Danwood are currently looking at the specifications within BS25999-2:2007 and assessing it’s suitability to form the framework of an accredited BCM solution. • Practical Disaster Recovery steps already implemented include: • The head office campus in Lincoln and the new Distribution, IT and Training centre at Witham St Hughes are 5 miles apart and on different electrical substations. • Moved the national data centre to Witham St Hughes and provided full system resilience, on-site automatic switchover to back up power diesel generator etc. • Implementation of a new enterprise back up storage solution providing in excess of 4 Terabytes of data storage. • Disaster recovery for critical systems has been greatly enhanced by the provision of full Call Centre cover in the new Distribution, IT and Training centre. • In the event of the Call Centre being out of action for any reason, all staff can be accommodated at Witham utilising dedicated DR laptops connected via dedicated network points…

  18. Business Continuity Planning • Further BCM consideration is being given to all areas of our business to protect ourselves and our customers from a wide variety of potential threats. • These will all be assessed and prioritised prior to the provision of suitable contingency arrangements…

More Related