Fraikin has opened a new 24/7 Service Support Centre at its Coventry HQ, marking its move into a dedicated, year-round aftercare service.
Staffed by a dedicated, highly-trained team, the new service is more than simply a breakdown call centre; the team are on hand to provide a range of additional services, including tyre management and vehicle checks, logging out-of-hours mechanical issues, over-the-phone roadside advice and spare vehicle fleet management support.
Caroline Harrison, service support centre manager, said: “The new service will be an invaluable resource, helping to ensure we’re able to offer better continuity in customer support, which will only help to strengthen and build customer relationships.
“We are now able to guarantee that a Fraikin employee is available on the other end of the phone, taking ownership of any customer issues and following them through until they’re resolved. It’s all about providing the best possible level of support 24/7, 365 days a year.”
The new service is a lynchpin in plans by the contract hire, rental and fleet management specialist to bring maintenance and breakdown support in-house, moving away from using third-party contractors for out-of-hours calls.
Speaking last month, newly appointed operations director Andy Towns said: “When you’re in control of your own workshops, you’re naturally that step closer to your customer at every stage, plus you’re in the best position to rigorously manage operating costs and drive down VOR (vehicle offroad) times. It’s a win/win situation for everyone.”
The new Service Support Centre is already fast-proving a valuable asset to Fraikin and its customers – including NHS Blood and Transplant, which said the 24/7 service is potentially a lifesaver.
John Lowden, national fleet engineering manager, NHS Blood and Transplant, explained: “Fraikin has consistently maintained a 98% vehicle availability rate across our fleet – it’s why we have worked with them for close to 20 years. However, breakdowns do happen, so having access to a Fraikin employee who understands the intricacies of the work we do, rather than relying on a third party who may not, will be a huge advantage when it comes to ensuring the vital cargo we carry is back on the road as quickly as possible.”
