NEWS 7
Kwikot ups its service game
By
Ilana Koelgelenberg
Kwikot is inviting all electric water heater plumbers and installers to submit their company profiles to Kwikot for uploading onto its customer relationship management( CRM) system. This will not only help Kwikot improve its service offering, but those loaded will be kept in the know with specials and training, among others. This will expedite the capturing of warranty calls and the resolution of customers’ queries.
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In the past five years, Kwikot has spent a lot of time and effort in improving both its product and its service delivery. Over this period, warranty calls have dropped by about 70 %, explains Wietz van Lelyveld, general manager( national) – Service Department at Kwikot.
Not only has the problems decreased thanks to improving the product, but the Service Department has transformed completely. Today, about 98 % of all calls logged get allocated within the same day, explains Van Lelyveld.“ Where in the world, in today’ s times, do you get a same-day repair / replacement service?” says Van Lelyveld.“ We are very proud of how we handle our service and our turnaround times.”
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Kwikot has four branches— Gauteng( Benoni), Durban, Cape Town, and Port Elizabeth— with service agents in the areas outside of this reach. At any point, Van Lelyveld can see the progress of all calls logged, countrywide. The system tracks each event, by showing exactly what is happening with a specific call, who it has been allocated to, and how long it took to finalise.
Turnaround times The call centre is open seven days a week, 365 days a year, and someone is always available to log a call at the Service Department.“ Our main aim is service, and we’ ll always try and go the extra mile,” says Van Lelyveld.
To start things off, as many plumbers and installers as possible must be loaded on the CRM system. This will be very helpful, for instance, when Kwikot gets called onto site to fix a problem. They can then instantly look up the plumber / installer who did the job and have all their particulars. This will save everyone a lot of time and effort.
It is advisable that with each installation done by a plumber, the details of the geyser, customer, and installer, as per the warranty booklet, must be forwarded to Kwikot to register the product for future warranty-related matters, as this will once again expedite the registering of a warranty call.
“ So, we want to invite all installers and plumbers to get on board and follow the leaders.” PA
For more information, or to submit your company profile, contact installers @ kwikot. com.
1. Wietz van Lelyveld, general manager( national) – Service Department at Kwikot.
2. Johann Coetzee, service supervisor inland, with some of his service staff in Johannesburg. www. plumbingafrica. co. za April 2017 Volume 23 I Number 2