The call care process

In order to deal with your call as efficiently and effectively as possible, we have a tried and tested process that ensures all calls are fast tracked to the relevant teams and concluded in a precise manner.

In call advice

30% of calls are addressed & rectified on the telephone in our first line fix.

On board parts

Stanco operate a fleet of vehicles that are equipped with the majority of major parts to rectify most faults. Full stockholding in Head Office for Next Day delivery to engineer or site.

First time fix

Average 95% first time fix rate for call outs.

Call Phase

Call answered by technically trained operator.

Discussion to identify exact problems.

Resolve equipment or site access issues.

Troubleshooting Phase

Systematic problem solving guide to eliminate operator errors.

Close call or pass to workshop engineer or escalate to call out.

Phone Fix Advice

Talk through with a machine engineer minor problems such as setting adjustments.

Close call or escalate to engineer response.

Engineer Deployment

Call placed on Job Logic system and allocated to closest engineer or machine specialist depending on severity of problem.

Arrive on Site

Engineer highlights on PDA when onsite in real-time.

Repair and Close Down

Engineer carries out repair, lists parts used, serial numbers, takes pictures, records time on site and status of equipment.

Call centre pick up closure of job and update clients data base / software.

Our engineers operate the machine champion system where dedicated engineers specialise in specific equipment as gurus.