When you suffer a mechanical services breakdown, you need to know you’re in good hands. Whether you need an emergency boiler repair or your air conditioning is underperforming, it’s vital for both your peace of mind and the health of your system that the problem is identified as soon as possible.
As head of the 361 Servicing team, Alison Reed understands that need better than most. She’s often the first point of contact for customers faced with an emergency, so she needs to quickly understand the problem and coordinate the team of engineers to respond.
Alison joined 361 Degrees in 2016 and within a year she had risen through the ranks to become manager of the servicing division. She’s responsible for contracts of all sizes as well as remedial work, with a particular knack for balancing engineer schedules so they always get to where they’re needed.
Her typical day involves a combination of ordering parts, providing quotes, booking work and, most importantly of all, keeping customers informed. “When we get a call, we won’t necessarily know exactly what the problem is, but we know engineers can almost always identify it once they get on site, if not fix it there and then,” she says.
Lines of Communication
The ability to give the caller a timeline is therefore paramount, and Alison has implemented new software systems to facilitate this. Once an engineer is on site they’re in regular contact with the team at the office and with the customer, and those lines of communication help ensure the job is done thoroughly and efficiently.
Over time, Alison plans to develop the technology used by the team further, introducing a sophisticated web portal which customers will access to see records and confirm when maintenance visits are due and scheduled.
To hear what our customers have to say about Alison and her team, take a look at this short video.