Caravell UK, the UK’s leading supplier of commercial refrigeration, is blasting into 2008 on the back of a company customer service audit which has allowed them to further improve the range and effectiveness of services it offers. Despite expanding rapidly over the past 12 months, customer service has remained at the forefront of Caravell’s business strategy. The audit will ensure that the customer remains key for Caravell during 2008 and going forward. John Lougher, the Managing Director, has spent over half of his time in the last six months talking directly to customers. He is using these first-hand accounts to keep the company focus squarely aligned with the issues that really matter to their customers, specifically customer service standards, telephone support and stock availability.
The results of the audit show Caravell is performing well in these areas:
• 92% of calls answered within 30 seconds, all missed calls returned within 30 minutes
• 98% stock coverage on finished goods, 99% availability of parts
• 96% engineer calls within 48 working hours, 91% first-time fix
• 86% of technical issues fixed by knowledgeable telephone staff, only 14% require engineer call-out, ensuring minimum disruption.
Not prepared to rest on their laurels, Caravell have aimed to continue their growth with the recruitment of two senior members of staff. Richard Greasley has been appointed as National Accounts Manager, and the hugely experienced Gordon Fairey returns to the company in a sales consultant role. These appointments allow for further growth in new business areas without compromising service values. John Lougher, MD of Caravell (UK), is positive that Caravell is well set up for the year ahead. He comments: “We chose to conduct this thorough audit to ensure that our expansion results in an improved service for our customers, who can benefit from the improved range and quality of services we are able to offer. We believe this sets Caravell apart from our competitors – we are a true service business and not simply a distributor.”