Danwood Service Centre Operations

Welcomes:

Items Covered

Call centre locations. Call centre operations. ERIC. Customer service centre website. Service reporting. Disaster recovery policy…

National Call Centre - Lincoln

Over 30,000 calls handled every month. Technical helpdesk engineers available in call centre. Service calls automatically assigned to field engineers.

Scotland Call Centre - Livingston

Dedicated call centre for Danwood Scotland operations. Back up from National call centre if required. Identical interlinked technology deployed in both call

centres...

Call Receipt Rapid & professional handling of all customer calls. Handle all requests for service & contracted supplies. All calls answered personally by experienced staff. Average time to answer - less than 15 seconds.

Engineer Resource Planning

Dedicated regional engineer planning. Provide full customer liaison in event of any delays. Calls dispatched automatically to engineer’s PDA’s…

Automatic Phone Call Distribution & Monitoring

E.R.I.C.Engineers Remote Information Communicator.

Pocket PC PDA voice and data solution.On-line stock ordering and receipt for spare parts.New calls downloaded remotely to engineers PDA.Engineers close calls and transmit in real time to main

computer system.315 field engineers live (November 2007).Rapid notification of new & re-scheduled calls.Visibility of all open calls assigned including any return

visits required.Real time control of spare parts car stock on PDA...

Service Engineers Open Calls Queue

Sample ERIC Screenshots (1)

On line memos provide messaging between engineer and Call Centre.

Add parts icon

Sample ERIC Screenshots (2)

Quality feedback form – automatically e-mailed to all

relevant departments

On line registration for e-Services

Customer Service Website

Phased rollout of e-Services solution. Phase 1 launched March 2006 and provides:

Real time display of all contracted machines with full location & machine details.

Offers 24/7/365 logging of service calls.Real time display of all open service calls.Allows central helpdesks to track Danwood service

performance against SLA, on behalf of internal users.Allows Facility Management operations to monitor

performance for multiple contracts…

Service Website – Your Equipment

Select machine from an on screen list of all contracted machines.

Service Website – Log a New Call

Check location details, select problem type and add your own comments.

Service Website – Call Logged Confirmation

Central computer system immediately returns the call reference number as confirmation of details received.

Service Website – Real Time Progress of Open Calls

Provides real time tracking of all open calls booked via phone or website.

Disaster Recovery Policy – Systems Resilience

The mobile data solution (ERIC) running on all engineer’s PDA’s is the first stage as it provides engineers with full details of all current open calls.

Full automatic backup of all live service call data every 2 hours throughout the working day.

Central computer systems as well as voice and data communications equipment spread across several buildings for resilience.

Fibre optic links between buildings in a bi-directional loop – if a link is severed data routes in the opposite direction…

Disaster Recovery Policy – Relocation

Call centre relocates to the Witham St. Hughes Distribution IT & Training centre (5 miles away) if it’s own building is out of action for any reason.

Four rooms have dedicated DR data and voice sockets wired and ready for instant use by up to 60 personnel.

Instant online switchover of all incoming Call Centre telephone lines from one building to the other.

Target time for relocation is 1 hour…

• Danwood are currently looking at the specifications within BS25999-2:2007 and assessing it’s suitability to form the framework of an accredited BCM solution.

• Practical Disaster Recovery steps already implemented include:– The head office campus in Lincoln and the new Distribution, IT and

Training centre at Witham St Hughes are 5 miles apart and on different electrical substations.

– Moved the national data centre to Witham St Hughes and provided full system resilience, on-site automatic switchover to back up power diesel generator etc.

– Implementation of a new enterprise back up storage solution providing in excess of 4 Terabytes of data storage.

– Disaster recovery for critical systems has been greatly enhanced by the provision of full Call Centre cover in the new Distribution, IT and Training centre.

– In the event of the Call Centre being out of action for any reason, all staff can be accommodated at Witham utilising dedicated DR laptops connected via dedicated network points…

Business Continuity Planning

• Further BCM consideration is being given to all areas of our business to protect ourselves and our customers from a wide variety of potential threats.

• These will all be assessed and prioritised prior to the provision of suitable contingency arrangements…

Business Continuity Planning