Ideal Heating are undertaking a number of strategic initiatives that are designed to create further differentiation in the market from the competition, through further increased support of our installer base and their customers. One key area that is a real focus is within Customer Services, where a £4M investment program has started, which will see the creation of a world class customer services team. The project has several elements to it, which will collectively realise this goal. One of these elements is to recruit and train an additional 38 engineers, which will both increase our responsiveness as well as provide further opportunities to support installers who may require some assistance or support. We are currently well underway with this and can already see a positive impact and have had a good deal of positive feedback from the installers we have spoken to. The engineer recruitment will continue over the next couple of months and will be completed before the end of the year.
We are also increasing the Technical and consumer Contact Centre resources, increasing the level of staff within the team to over 100. To support this, we are also undertaking a major refurbishment of the contact centre office suite to provide those within the team a “state of the art” work environment, which we can all be very proud of, again work is continuing on this refurbishment at a rate of knots, with the first major phase due to be completed early October.
Coupled with these initiatives we have invested heavily in our IT systems, both the computer system used to manage our aftercare delivery and the telephone system will be significantly improved. There are some really exciting changes coming to both of these. The computer system will be an industry leading system which will also be implemented across other areas of our business to provide a 360-degree holistic view of all our customers. In terms of the telephone system it will open up a whole new way of working with ourselves, by linking directly to our social media channels, web chat as well as traditional telephone calls, which are designed to make interacting with us, simple, quick and convenient to use, more details will be published on these changes as they are implemented.
If you would like to get in contact with our customer service team, please contact us on 01482 498660.