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Service

Customer driven service excellence.
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Function4 Total Service

Service Call Notification and Procedures

  • Initial call is placed with dispatch and immediately notification sent to technician
  • Email notification is sent to customer to confirm call is placed
  • Technician is required to call within 1 hours to verbally discuss with customer
  • Once Technician is in route, email notification is sent to alert customer
  • After Technician is completed with call, it is closed out and email notification is sent to the client
  • Dispatch then sends out a link to customer questionnaire on the service performance

Internal Management of Performance

  • TOTAL SERVICE CALLS instead of REPAIR CALLS
  • Phone fixes and remote diagnostics for certain service calls
  • Average onsite response time for a down machine of 3 hours
  • Function 4 uses BEI, a global service database to determine part failure rates and service requirements so that we can inventory the most frequently needed parts and be on top of preventative maintenance requirements
  • Our technicians carry a car stock of parts and our local warehouse has enough parts to make sure we fix problems right the first time
  • Function 4 uses GPS tracking and dispatch so we can get a technician to respond to your service needs as quickly as possible

Equipment Performance Metrics

  • Error alerts
  • Service calls
  • No parts calls
  • Mean time between failure
  • Part failure rates

Technician Performance Metrics

  • First Call Efficiency
  • Machine Uptime
  • Total Fleet Uptime
  • Parts Usage
  • Total Time and Effective Time

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