Longhurst Refrigeration enhance customer experience using r2c Online
By: r2c Online
The r2c platform will enable Longhurst Refrigeration to instantly communicate with their customer network for digital jobsheets, maintenance scheduling, invoicing, authorisation requests and more. It will also provide visibility of their workshop's services through r2c's online network of over 23,000 fleets.
Jason Longhurst, Director at Longhurst Refrigeration, explained that it was through their customers they discovered the software, "We've used r2c to digitally collaborate on jobs with Prohire for the last four years. Now, we're familiar with the platform and how it connects with our customer network, so we've decided to extend the benefits of digital customer service across the business."
Alongside the partial use of r2c, Longhurst were using a combination of manual paper processes and disparate systems for invoicing and scheduling. Fred Allen, Service Centre Manager at Longhurst, added, "We used to use paper processes, however with our recent increase in mobile technicians the delays in paperwork were becoming too much. We used other online systems too but they still required manual processes. With r2c it's an end-to-end system so everything our workshop needs is all in one place, removing any delays or duplication and reducing manual data input."
The platform will be used across the family-owned business to boost their customer service and complement their contract maintenance packages, with instant online service sheets and automatic maintenance schedule reminders now sent to customers. Jason continued, "We thrive on a first-time fix and ultimately just want to keep our customers, such as Petit Forestier, Hireco and MC Truck Rental, happy, so we're looking forward to providing them with an improved experience without creating any additional work on our side."
Like most workshops, a slight concern with technology adoption is the technician's reactions. Fred said, "We think half the technicians will embrace it and pick the system up immediately, half will be hesitant - but it's all in the training and we're confident that once the team's got used to it, they'll quickly be able to see how r2c will make their life easier."
Jason concluded, "We're looking forward to working with r2c Online. Fred and I liked that they took the time to get to know our business and requirements, and we immediately realised the full system was seamless and intuitive. The fact that they provide free software updates is a bonus for us too, as it means no more investment from us. We'll be exhibiting our full contract maintenance packages at the TCS&D show on the 25-26th June."
Nick Walls, Managing Director at r2c Online, commented, "We're delighted to be working with a customer-oriented business like Longhurst Refrigeration and look forward to helping them enhance their services even further in the future as our online network continues to grow and the platform evolves."