The service team
Our after-sales process is managed by our dedicated service team, who are responsible for providing 24/7 ongoing support to our clients throughout the lifecycle of their product/solution.
You will be introduced to our service team once your system installation is complete. The service team will take the time to understand the particulars of your systems, via your solution specification and supplied CAD drawings. They will also discuss with you any KPIs and SLAs that have been established to fully understand your expectations and requirements.
The service team will be standing by to organise refresher training as required. We deliver refresher training flexibly and in accordance with your needs – refresher training can either by delivered by KST, or directly through our partners, and can be delivered either at KST’s head office or on your site.
The escalation processes
A straightforward escalation process is crucial to delivering quality customer service. Customers should always be clear about which teams are currently dealing with and which team they will be communicating with next. Below is a breakdown of our escalation process to be followed in the event of a fault in our systems.
We operate a 24/7 customer service helpdesk. They are the first port of call upon discovery of a fault. They will log your fault and transfer you to the technical team.
The technical team are ex-field-based engineers who are high experienced working with the systems we install. They will attempt remote diagnostics on your fault. This has a three-fold benefit: reducing cost; providing a more rapid response to faults; and making a positive impact by reducing carbon footprint.
If our technical team can’t resolve the fault remotely, our scheduling team will take over and organise for one of our engineers to visit your site. We believe in a familiar face approach – we always endeavour to despatch engineers who are familiar with your site and your wider organisation, as this ensures consistency across site visits. The engineer will attempt to fix the fault whilst on-site, but sometimes replacement parts will be required.
In these cases, the engineer will communicate with the design and estimating division to quote for the remedial work. One the replacement goods are paid for, and delivered by our suppliers, the engineer will return to repair the system.
PPM (planned preventative maintenance)
PPM visits are site visits conducted even when there are no obvious faults in your system. Regular PPM visits are shown to reduce the rate at which faults occur, and as such they are a core component of our service delivery package – they minimise down-time and minimise service efficacy. PPMs are organised by our scheduling team at a time and date that suits you.