Better connecting our repairs services
Just launched is Coastline’s brand new Service Connect system, significantly improving the way we provide you with our repairs and maintenance services.
For the first time we are able to offer appointment slots that better fit with the needs of our customers, as agreed with the Great Services customer team. If you have ordered products online for delivery you will be familiar with the way this works.
When you report a repair we now offer you one of four slots:
- all day (between 8am and 5pm)
- morning (between 8am and midday)
- school run (between 9:30am and 2:30pm)
- afternoon (between midday and 5pm)
We also send reminders by email, text to your mobile phone, or both:
- a confirmation just after you make the booking
- a reminder the day before the repair
- an update on the day to say an operative is on the way
- a short customer satisfaction survey when the job is fully completed
Remember that our urgent repairs service will not change – you should report them at any time using our usual number 01209 200200 and an operative will be with you within two hours.
For Coastline this system makes us much more efficient as operatives can be on the move to their next job as soon as they are ready. Throughout the day Service Connect continually works out the most efficient timings and routes for each operative, taking into account their skills and location, and updates their digital device with details of the next job.
This is much more flexible than our older software, which created a fixed daily schedule that did not easily take into account how long jobs actually took or when they were quicker to complete than first thought.
Service Connect also helps our Customer Access Team book in appointments much faster as it works out a lot of the details they used to add into our computers. That gives them more time to help you.
Coming in November the booking system will link in with the new My Coastline section on our website. You will then be able to report a repair and in most cases book the time slot all in one place. You can read more about My Coastline in the article in this edition of CoastLines.
The Service Connect project is part of a much larger series of improvements to Coastline’s computer systems, all of which will help us deliver better, more efficient services to all our customers. We will tell you more about them over the coming months.