Marshall Fleet Solutions invests over £1m in its aftersales network
Marshall Fleet Solutions operates in excess of 200 mobile service vehicles, covering transport refrigeration, tail lift servicing and fleet management and, as part of its ongoing customer service development programme, the Cambridge based company has launched ‘MFS Engineer 2020’, an engineer-centric programme that focusses on the skills, performance and equipment used by its nationwide team of service engineers.
As part of a £1m+ investment programme by the company, ‘MFS Engineer 2020’ sees the introduction of the latest state-of-the-art technology throughout the whole of its 200 strong mobile service van fleet. Every MFS service and installation engineer is now fully equipped with brand-new Microsoft Surface Windows 10 tablets, all loaded with the latest software for complete transport refrigeration, tail lift servicing and fleet management operations.
With an in-cab tablet docking station, a Bluetooth keyboard and mobile 4G WIFI hotspots available in every van, MFS engineers now have the complete mobile office environment within their cabs, enabling them to provide a much faster action and response service when out on customer calls. With secure connectivity, MFS engineers can provide efficient remote management of their daily call cycles, maximising service efficiency whether out on the road or at customer premises.
The next significant feature of ‘MFS Engineer 2020’ is that all the MFS engineers have been kitted out with a brand-new set of stylish and eye-catching workwear, which highlights the Marshall Fleet Solutions branding. The workwear is also complemented by a comprehensive set of new PPE equipment, that will be automatically replenished for each engineer during the year.
Also, as part of ‘MFS Engineer 2020’, MFS has initiated the rollout of brand-new Mercedes Sprinter Euro VI service vans into the fleet, and these vans now feature a specially commissioned new eye-catching livery. MFS service engineers already possess the highest level of equipment in their current vans; however, these latest MFS service vans also incorporate a range of additional technology including air conditioning, 4G Wi-Fi hotspots, and full IT and communications support equipment.
“It has long been recognised that the Marshall Fleet Solutions service engineers are at the pinnacle of technical knowledge and experience. ‘MFS Engineer 2020’ takes them to even higher levels with this significant investment in the very latest support equipment and full IT communications, together with stylish but practical bespoke workwear,” said Mark Howell, managing director, Marshall Fleet Solutions.
The final element of ‘MFS Engineer 2020’ is the switch by Marshall Fleet Solutions to operating its sales, service and parts operation on a regional basis, with five dedicated regional branches serving its extensive customer base. Each dedicated MFS branch has undergone a significant refurbishment programme and, together with the relocation of two existing branches to brand new premises in Leeds and Avonmouth, now offers full sales, service and parts support for its customers, covering all the MFS product and service portfolio.
Mark continues, “We recognise the need to be even closer to our customers and to give them that local personal service they require, as well as nationwide support. Unlike other companies in our industry, we already had the infrastructure in place with our existing branch network, so the switch to a regional customer service operation went live on January 1st, 2020.”
MFS is the longest established dealer of Thermo King equipment in the UK, as well as being main dealers for most manufacturers of tail lift sold in the UK. Currently the company employs over 200 engineers, together with both national and regional call centres in operation 24hrs a day, 365 days a year.
“The commercial vehicle industry is changing, and our customers require a constantly changing but flexible customer support operation. The introduction of ‘MFS Engineer 2020’ puts us ahead of the game, in terms of offering both national and regional support through the biggest independent service network in the UK. This customer service development programme clearly shows that we mean business, by investing in our team of experienced engineers, with the latest communications technology, a new service van fleet and our branch network so that we can provide our customers with the best possible service levels in the industry,” commented Mark Howell.