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?
All too often when support requests arrive from the customer, service engineers lose several hours trying to find out what is actually happening and gathering as much information as possible so they can swiftly fix the fault.
In the industrial sector more than anywhere, here at Kaitek Flash Battery, we know that information goes around the departments before reaching the actual people in charge, and it can sometimes seem like a game of Chinese whispers.
To give you an example: one day, a user of a piece of industrial machinery gets the impression that the battery is discharging faster than usual. The search then begins to find the reason for this fault and the right person to contact to fix it.
But we know all too well that there can be many reasons, and one of these could be the simple fact that the battery has been used more intensively.
Yet we’ve experienced situations in which word gets around from one factory foreman to another only to reach the Service Manager with the classic, generic message that reads: “battery not working”.
It is virtually impossible to challenge a faulty assumption like this with traditional batteries – take lead batteries, for example. And so 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...