Enjoy an ICE (Improved Customer Experience) with Marshall Fleet Solutions
At the CV Show in April 2018, FSDF member Marshall Fleet Solutions will be demonstrating its ICE (Improved Customer Experience) initiative based on the company’s award-winning customer service programme.
Marshall Fleet Solutions is the U.K.’s largest independent refrigeration (including installation), tail lift and commercial vehicle fleet service and support organization.
According to Managing Director George Ralph, “At Marshall Fleet Solutions, it is our aim to deliver a customer experience very differently. Thanks to advances in technology, we now connect with our customers in new and exciting ways. Our Improved Customer Experience (ICE) is part of a strategic planned programme developed by the company over the past few years. This customer-focussed vision is to consistently develop innovative technical solutions that enhance the connectivity between MFS and its customers.”
Marshall Fleet Solutions believes that its how a company interacts with its customers that is key to the success of that company. A successful customer experience is more than just offering good customer service. It is about bringing new ways to strengthen customer relationships through technological breakthroughs.
Some of the new and innovative ways that enable the award-winning MFS customer service includes:
‘Working at height’ – MFS is the first company in the CV sector to develop HSE guidelines (in conjunction with the FSDF and BFFF) for safe working of engineers out on the road and on customer premises, covering not just transport refrigeration but many other commercial vehicle applications including vans, PPE, tail lifts, lifting decks etc.
Technically advanced services – across each operating division MFS offers the very latest state of the art technology to ensure that customer service requirements are met in a positive and efficient way, reducing the cost of operation for the customer.
Gas log implementation – to meet industry legislation, MFS is the first company to offer a full gas log service to its transport refrigeration customers, ensuring that they are both legal and compliant. This also includes product calibration services.
Impressive product development – through its long association with major global manufacturers such as Thermo King, MFS offers the very latest in fuel saving transport refrigeration equipment that includes comprehensive telemetry matched to advanced future proof design.
Unrivalled installation expertise – in addition to operating the biggest national mobile installation team within the UK transport refrigeration industry, MFS has its own in-house installation centres covering direct drive, diesel over cab and trailer refrigeration systems, providing consistency of installation service nationwide.
Highest levels of first time fixes – all mobile MFS van parts stock held on our service units are reviewed regularly, based on usage patterns, to optimise first-time fix performance.
Introduction of menu pricing – MFS has recently introduced a programme of fixed menu pricing across ALL divisions for servicing and repairs, giving complete transparency for customers and linked to the stated Marshall Group values.
Contract Performance Sheets – each MFS contract customer now receives regular and unique Contract Performance Sheets, which clearly show how MFS has performed on fleet contracts, highlighting a range of KPI’s and the operational efficiencies achieved.
Weight Testing – as part of our tail lift and lifting deck business operations, MFS provides its customers with a full weight testing to load capacity service on site.
“These days, customer expectations are higher than ever and word of mouth travels fast. So, it’s pleasing when our hard work and our efforts are recognised by industry peers,” said George Ralph, “Last year, MFS was successful in winning three leading industry awards covering customer service, transport refrigeration services and Working at Height, all of which was peer recognition of how focussed we are as a business on improving and enhancing our overall customer experience.”
George concludes, “We believe that happy customers remain loyal, which is why the MFS customer service and experience outperforms our competitors.”