The Customer: Robert Heath
Robert Heath Heating are a nationwide gas contractor and energy specialist, who look after properties for housing associations and provide domestic and commercial gas heating installation, service and maintenance services to over 100,000 properties across the UK.
The Requirement: Out of hours call out
If your gas heating stops working or experiences issues, you know how important it is to be able to have someone on call to sort the problem out quickly, especially during the winter months.
Robert Heath are renowned for their high level of customer support and ability to provide maintenance on short notice, and they wanted to offer the same quality support and assistance during out of hours. They wanted to ensure that jobs could be logged effectively and callers could still get advice, any time of day.
They wanted a professional supplier that could provide them with out of hour support that was consistent with their current processes and that had the capacity to deal with their calls, especially in the winter.
The Solution: A reliable out-of-hours solution
In early 2016, Robert Heath contacted mplcontact to see what support they could provide their clients during out of hours. They needed a supplier that could provide a comprehensive and reliable out of hours solution which could expand, if necessary, during busier times.
Working closely with Robert Heath, mplcontact were able to offer a bespoke out of hours solution that included logging jobs straight onto their own portal, calling on-call engineers and providing advice and support to their callers.
The Result: New clients, more business
Since mplcontact began working in partnership with Robert Heath, they are happy to report that their customers continue to receive the necessary support and assistance, with mplcontact seamlessly blending in with their in-house team. As well as this, with the ability to offer a comprehensive out-of-hour support service through mplcontact, Robert Heath have had an increased ability to win new contracts with other housing associations.