Fujitec - call out management case study

Customer profile

Fujitec is a global organization specialising in the manufacture, installation and service of Lifts, Escalators and Moving walkways.

Founded in Osaka, Japan, in 1948, Fujitec has established a network of 11 manufacturing facilities, four research and development centres and more than 50 sales offices throughout the world.

Business challenge

Fujitec have an unequalled reputation for responding to major and minor lift emergencies around the clock. When Fujitec approached Answerlink to work with them to assist in handling overflow and out of hours calls, Fujitec needed to specify some very strict Service Levels, and so a number of Key Performance Indicators were agreed. Emergency calls can occur at all hours of the day and efficient handling is crucial to the success of the business, and the safety and well-being of the lift users, 24 hours - 7 days a week. If a person is trapped in a lift, a quick, efficient response is necessary.

Solution

Answerlink staff is trained to the highest standard; attention to detail and clear communication skills are essential to ensure the correct caller information, details of the issue and location are recorded. As time is so critical, we need to be sure that our response in relaying these details directly to the appropriate person (an engineer) is immediate, whatever the time of day or night. We reinforce this communication by sending the details via email, SMS or an agreed form of contact. All calls received are recorded and kept for a minimum of 3 years. Fujitec will always have a recording of the call and full audit trail of the incident, should it be required.

Benefit & Result

“Answerlink provides a cutting edge, flexible solution, over and above the normal call centre’s services”

Rob Kaye, Director, Fujitec

Why Answerlink?

Answerlink tailors the service to suit each customer’s needs. Answerlink’s procedures put your Company in control of the escalation process. If these services could be adapted to your Organisational needs, why not give Answerlink a call? We look forward to hearing from you.