080323 - TNS 365 helps Palfinger enhance response times1

Tail lift provider Palfinger is working with emergency breakdown specialist TNS 365 to improve response times for callouts.

Palfinger turned to TNS365 in a bid to find specialist support to run its nationwide network of premium partners operating over 300 engineers.

TNS 365 is a specialist in call centre provision and runs its own commercial vehicle and trailer breakdown repair team.

The company provides pay-as-you-go breakdown services, in and out-of-hours call handling, and full network service management.

Its call handling clients include tail lift providers, tyre fitters, HGV repair specialists and vehicle hire companies. Breakdown customers include a wide range of commercial vehicle operators.

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Luke Webster, Palfiner head of customer care, said: “We had a previous service covering out-of-hours calls for us, but they were only able to provide us with limited information on job status. TNS 365 provided us with a dashboard and KPIs, so we have real-time data and much more interaction.

“TNS 365 now handles our complete call-out service with direct access to our 24/7, 365 support network. They have fitted right into our business, effectively as an extension to our team. Also, they have helped us to further improve our response times as our SLA requires an engineer to be with the vehicle within 90 minutes.”

Palfiner said TNS 365 has also enabled the company to develop its in-house technical team that supports the mobile engineers.

Webster said: “Outsourcing the management of the service network has freed us up to focus fully on the continued development of our technical service team.

“This means that when a breakdown agent arrives at a customer’s vehicle, we have experts on hand to advise them and make sure that our first-time fix rate remains high and ultimately keep our customers satisfied.”