Operators using Bandvulc's tyre support unit (TSU) service can, after reporting a tyre-related breakdown, now go online to check the progress of the rescue and subsequent tyre repair/replacement operation.
Bandvulc's Richard O'Connell says introduction of the online customer facility has accompanied a gradual reduction in roadside rescue times. From the moment the company's in-house TSU call-centre at Ivybridge in Devon is contacted by a contract customer's driver, or traffic office, one
of Bandvulc's service providers (including big names like ATS Euromaster, TruckForce and Bridgestone as well as small independent tyre service companies) will now have a tyre service van at the location in an average of only 65 minutes, which is claimed to be an industry best.
O'Connell says that since the in-house TSU call-centre was established last summer, the resulting reduction in response times has brought increased business.
Around 2,000 calls per month are now being processed. Blue chip fleets with TSU contracts include Tesco, Christian Salvesen, Hill Hire, Argos and UPS. "We have also sharpened our operations to the benefit of fleet customers, through close monitoring of our service providers' individual branches," says O'Connell.
"Each month we carry out a KPI audit on every location. Naturally, when a tyre breakdown call comes in, we assign the job to a service provider branch that has shown it can react quickly and do a good job," he says.
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