Enhanced customer support to drive fresh success for access leader
Nationwide Platforms has committed to achieving new levels of client service excellence thanks to the creation of new regional Customer Service Centres (CSCs) throughout the UK.
Seven regional CSCs will work alongside a national CSC, based at the business’ headquarters in Leicestershire, to pool and combine expertise in hire orders, transport planning, and customer management services.
Whilst creating the new CSC locations across the UK, the business will continue to retain its complete national coverage through 26 depots providing local engineering and operational services.
The decision to bring together Hire Desk and Transport Planning facilities in regional hubs was made as part of long term business plans to reach even greater levels of operational and customer service excellence. This was supported by the results of a comprehensive customer survey in 2012 which the business held to help find ways of building upon its previous successes.
The enhancement of its customer facing facilities has also been made possible thanks to a substantial investment in an upgraded business IT system which gives employees improved visibility of the entire Nationwide Platforms fleet, as well as streamlining ordering and planning processes.
Regional CSC locations will give their customers access, information and expertise on the business’ market leading fleet of more than 11,200 platforms, including its Specialist Vehicles range of truck, van and trailer mounted platforms, as well as its innovative safety and productivity attachments from BlueSky Solutions.
In bringing together regional CSCs, Nationwide Platforms aims to provide its clients of all sizes with the benefits of its national experience, whilst also helping customers receive enhancements in local services such as collection and delivery times.
Mike Potts, Nationwide Platforms’ Managing Director, said: “Our goal as a business is to provide truly world class products, services and support to aid safe and productive work at any height. Achieving that relies on continuous improvement throughout all of our areas of operation.
“We have listened to our customers and are responding to their demands for exceptional levels of customer service and support. It’s our belief that our new regional Customer Service Centres will help us deliver outstanding levels of performance right across the UK, in turn helping our clients overcome every challenge they might face. Further to that, pooling our huge expertise will help us become more effective at every level, therefore leading to improvements in the areas that we know matter to our customers the most.”
Following the launch of the new CSC locations, Nationwide Platforms will later in the year be announcing a ground breaking new Customer Charter promising the highest levels of service in the areas of greatest importance to the business’ clients.