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Rotec Alarms Ltd is a growing company. We now have 4 full time engineers on the road looking after over 2,000 customers. This has become something of a logistical nightmare for our girls in the office when making appointments, particularly when knowing if we are dealing with a customer with a maintenance agreement or a customer who chooses to pay our call out charges.
Our solution to this problem is a new automated system where our VIP maintenance customers pay by Direct Debit. Our new software now means that as we type your name or address in to our database we can instantly see if you have a current maintenance agreement in place. This means our office staff can dispatch an engineer without the need for an invoice being raised.
Your account will only be charged when your service is due and you will be notified by email and/or text message 7 days before payment is taken.
You will then receive a weekly reminder to contact our office to arrange an appointment for your service call.
You cannot imagine the hours of work necessary for a member of our team to contact over 2,000 customers to arrange a simple service call.
We have some very busy customers on our books and it can take 6 phone calls, 3 text messages, 2 emails and a letter before we get this appointment to carry out our tests. The automated administration of this process will make a huge difference to our efficiency and improve our service to you.
The advantage to busy customers who pay by direct debit is that the system is covered whether we have attended or not.
Thank you in advance for your continued custom and your cooperation as we strive to improve our standards.
Mark Rowe. Rotec Alarms Ltd.