Internet Helps Barloworld Raise Satisfaction Levels

Barloworld Handling reports that it has reduced engineer response times and road miles, reduced the size of many customer fleets and outperformed competitors in independent surveys thanks, in part, to the internet.

"Every year Barloworld maintains nearly 25,000 forklift trucks in all types of industry across the UK and we are investing in the latest technologies and utilising the internet to help us work faster, smarter and more efficiently to meet customer needs," says Ian Roberts, National Service Manager.

The company monitors customer satisfaction through an independent survey and results show an improving picture with Barloworld providing one of the highest satisfaction levels in the industry. The company puts much of its success down to the technologies applied throughout its business processes and the people using them.

Vehicle tracking using global positioning (GPS) technology is now used to manage Barloworld's 450 service vehicles throughout the UK with live tracking over the web. Service despatchers can see the exact location of service vans across the country and assign the best engineer according to location, availability, parts stock and skills required. Routes and schedules are optimised helping to reduce mileage and response time.


Live van stock reporting

Barloworld has combined vehicle tracking with real-time van stock reporting so that engineers despatched to a job are well equipped to facilitate a repair. “The aim is to provide the most effective response to resolving a truck breakdown” says Ian Roberts. Barloworld provides a maximum 4hour response time during normal working hours. However, average response times are only 2.5hours. Barloworld’s service vans are stocked with the most commonly needed parts required by local industry so the vast majority of repairs can be completed on first visit.

"It is clear from customer research that our investment in people, technology and efficient processes is helping to deliver real value to our customers with the opportunity for continuous improvement," adds Ian Roberts.

Barloworld has an unmatched capability to support multi-site operations and meet the varied requirements of larger fleet operators. Barloworld’s range of services includes planned maintenance, battery management, short term hire, driver training, 3D warehouse simulation and other intelligent services to help customers get more performance, availability and cost efficiency from their materials handling fleets.

For further information Visit: www.barloworld.co.uk

(CD/BMcC)