Kiloutou is expanding its four hour service response target to 14 regions in France following pilot trials last year in Paris and Rhône-Alpes.
The company, which undertakes more than 100,000 service call-outs each year, said a reorganisation of its service department coupled with the use of new mobile digital tools for its staff, would help it resolve faults on machines within four hours.
As part of the programme, Kiloutou has appointed local technical assistance managers who are experienced technicians able to help with fault diagnosis and troubleshooting.
Kiloutou is also using a software and smartphone application from French company ASTEK to help it manage its service operations. The App gives service staff access to machine data, automates real-time information flow through SMS and notifications, and allows managers to locate the service team and efficiently allocate service jobs.
The initiative is part of Kiloutou’s strategy to provide a high quality of customer service. “Most of our equipment is rented for a short period of time – that is, an average of two days - and a breakdown stops the user, lowers productivity, and leads to high level of stress for the customer”, said Jean-Charles Marin, Technical Director at Kiloutou.