Geolift specialise in the rental, sale and service of new and reconditioned material handling equipment. We have a UK-wide customer base and an ever increasing fleet size to look after. The service team has doubled in size over the past twelve months as we successfully service our client base in one of the most challenging economic markets in the past thirty years.
Our service team has doubled in size over the past twelve months due to an increasing number of customers coming on board who require fleet service. The distribution of our clients has demanded that we look for more efficient ways of communicating service outcomes, spare part requirements and financial sign-off for ad-hoc service work.
Working in accordance with UK LOLER standards, material handling equipment must be tested every six or twelve months and these inspections frequently highlight the need for unplanned maintenance or even part replacement.
Traditionally ad-hoc repair work often needed a second site visit in order to rectify the problem. This was not driven by the lack of available spare parts, but the difficulty of communicating effectively with the client. Briefing the client of the problem, the resolution action and the associated cost verbally was almost impossible.
Paper-based service reporting also meant that the engineers struggled to return service paperwork in a timely manner. It often took up to fifteen working days to have paperwork returned to our head office. We often had a three-week window where we had little or no knowledge about services delivered on the client site. This meant that we also had a three-week delay on getting invoices out for services already delivered.
We needed to implement a smarter way of working that would allow information to be accurately sent and received the same day.