"Our daily aim is to be seen by our customers as the outstanding provider of service in our industry"
We have a team of fully employed field Customer Service Representatives (CSRs) spread across the UK to ensure we are never more than 2 hours’ drive from any customer premises. This team, supported by colleagues at head office is the life-blood of the company - and is the reason we retain business.
We have developed and evolved a unique “real time” field service reporting system, enabling site visit reports, training records/ information and engineering jobs/requests to be sent to and from clients’ premises instantly via our bespoke RP Adam application.
Using the I-pad technology each CSR has access to our "Cyber-Office", giving them the tools to answer customer queries and questions. Clients are simply one click away from receiving a brochure, a products guidance sheet, a wall chart or an MSDS sheet, there and then.
Proactive field support is critical in the smooth running of a client contract. Our clients don’t see salesmen – they see CSRs who act as technical consultants – to trouble shoot, to check equipment is working correctly, to check that the correct stocks are on site and to ensure that chemical training of staff is offered on every visit. Using Face Time technology our CSR Team has access to all operations, sales, engineering and technical managers; this giving the customer a virtual team on site.
Use of the latest digital technology allows us to schedule and log service calls to sites throughout the UK and provide client management with real time information and progress reports. We can provide multisite clients with service level reports, which allow quantitative and qualitative audits of our daily and monthly field call activity. This ensures that our service promises are met, on time and in full, every day.
A unique field documentation collation system allows clients to see the daily, weekly or monthly activity across all sites within their estate – by department.
Our field team’s diaries are electronically updated daily so new business project work can run concurrently with scheduled existing business service visits.
The use of "Tracking" technology allows us to match field resources to daily jobs as they are raised, thus ensuring we maximise personnel resources to optimum levels. Although we use off the shelf devices the call planning and digital reporting software is bespoke to RP Adam Ltd.
Our knowledgeable head office team is trained to deal with a huge variety of customer requests. Every customer call received – whether it is an engineering call, an order placed, or a request for information or training – is logged directly into our customer relationship management database.
RFID Technology: Equipment & Chemicals Inventory Control
RP Adam Ltd has identified that there are two key areas within a customer premises that require frequent visual checks to protect both the customer and the company:
- Customer chemical stock levels – ensuring customers are not tying up cash with unnecessarily high levels of stock.
- The location, state and operational efficiency of RP Adam Ltd owned dosing equipment.
Where inventory control is a key driver for multi-site customers, RP Adam Ltd utilises Radio Frequency Identification technology. The store cupboard is tagged with special encoded sticker, which is scanned by the CSR on their scheduled calls via their mobile phones. If they identify an unusually high level of stock, a photograph is taken and emailed to the customer site manager and the appropriate distributor partner, along with an electronic report, advising that no further orders of these lines are required until stocks return to appropriate levels.