How long do your technicians spend analysing your customers’ support requests?
How much of this time is spent on problems that are not caused by you?
The biggest problem is understanding what is actually happening and gathering as much information as possible to correct the malfunction quickly.
In the industrial sector more than anywhere, we know that information goes around the departments before reaching the actual people in charge, and it can sometimes seem like Chinese whispers…
To give you an example: one day, a user of a piece of industrial machinery has the impression that the battery is discharging more rapidly.
And so the search begins. Why did it happen? Who to call?
We all know too well that there are many possible reasons for this ... including simply that it is being used harder!
Yet we’ve experienced situations in which the word gets around from one factory foreman to another only to reach the Service Manager with a slip that reads “battery not working”.
It is virtually impossible to challenge a faulty assumption like this with traditional batteries – take lead batteries, for example.
This type of situation would call for a visit to the customer's premises with test equipment and performing discharge and charging tests in order to prove that everything is operating correctly.
If you work with industrial machines and electric vehicles, you know just how many misleading reports the assistance department gets...