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Perkins explained: “This system is
incredibly valuable, providing us with real-
time visibility over where each engineer is
at any given time. The information enables
us to route the nearest engineer to any call,
advise them on the most efficient route
and give our customers accurate ETA times.
But we are also able to monitor car stock
levels in real-time too and often, we will
despatch an engineer who is maybe not the
closest to the customer, but who has the
correct part with him to effect a first-time
fix. If you ask any customer, they would
rather the engineer who attended came
equipped with the right parts to resolve
their problem, rather than have one come
back another day.”
CS Remote Care
CSL Group has invested heavily in its back-
office systems to improve its efficiency.
State-of-the-art machine-to-machine
communication (M2M) between the devices
and service operation enables it to pull the
latest status information from connected
devices.
“Whenever a service call comes in the
operator logins to identify any technical
issues. This not only enables us to ensure
the engineer has the correct parts to
resolve the problem, but also where
possible provides us with the information
we need to fix remotely,” Perkins explained.
“Around 20 per cent of service calls
coming into our helpline are cleared
this way, we can fix the issue remotely
which removes the requirement to send
an engineer and provides an even faster
resolution time to customers,” he added.
Expansion plans
CSL Group has enjoyed consistent year on
year growth of 15 per cent. Last year it
achieved a £7m turnover and is targeting
£10m for next year. In addition and
complementary to its core business, the
company also has two digital print centres
in Leicester and Market Harborough.
The firm’s head office is in Leicester and
it has two further operations, Long Eaton,
near Nottingham and Market Harborough,
Leicestershire. The company also plans to
open a new office close to Nottingham
city centre imminently. “We have a strong
foothold in the East Midlands and a
customer base that spans all industries
from large conglomerates to small local
businesses,” Perkins said.
“The new office opening in Nottingham
will provide us with a platform to expand
further across the Nottingham and
Derbyshire regions. We have a growth
strategy in place and see significant
opportunities there,” he added.
Its Leicester-based showroom has also
recently undergone refurbishment. “People
buy from people and we’re keen to invite
existing and prospective customers to
visit us, to meet the team and experience
first-hand all that we offer,” Perkins said in
conclusion.
