FICEP UK success prompts service-side investment

As a result, it has seen a massive growth in installations and the demand for service contracts. To maintain a high level of customer support, the company has expanded its complete support, maintenance and service department which now has a total of 12 personnel. This has kept response times to an absolute minimum and telephone “Hotline Support” and technical assistance is now available for 10 hours a day from FICEP UK's Leeds headquarters. All personnel can not only answer queries, deal with training issues and organise service response times but can also undertake real-time fault finding by phone, modem or internet connection. The UK-based service engineers are now complemented by a further 16 new engineers operating out of the company's main manufacturing plant in Milan, Italy. Further substantial investments have recently been made in a new service management software system which integrates and controls all stock levels to quickly locate and allocate spare parts. It incorporates a fast on-line diagnostic capability, maintains machine histories, holds service scheduling records, manages and controls service contracts, and monitors response times. The company already operates scheduling software to organise service and maintenance visits with real-time tracking giving customers precise information regarding ETA's.