Call to Completion: The MHS Lift Difference
Every business knows – time is money. And every second you’re waiting for your forklift to be fixed is revenue lost.
With an increase in supply chain issues during the pandemic, MHS Lift looked to find new ways to help customers stay ahead of any issues with their existing warehouse equipment. By launching the brand new, one-of-a-kind customer web portal, My Fleet 365, MHS Lift has helped customers manage and keep track of service repairs, and easily enter new service orders via an integrated mobile app.
Customers also have access to data including average completion time and average number of jobs completed by MHS Lift service technicians within a 24-hour window. But what exactly is call-to-completion, and why is it so important?
Why Measure Call to Completion?
“Call-to-completion” data looks at the big picture: How long does it take after a call comes in for a job to be fully and totally completed?
“In our industry, response time is often the most touted measurement,” says Andy Levin, President, MHS Lift. “But at MHS Lift, we’re focusing on how long it takes to complete a job rather than how long it takes to respond to a job.”
And here’s why your business should be looking at this important statistic. “You won’t care or remember if we got to your equipment in two hours if your warehouse equipment is out of commission for two weeks,” says Levin.
MHS Lift service technicians also focus on providing a “first-time fix” – meaning the service technicians is prepared with the tools and parts in his truck to fix the equipment right away, instead of needing to return a second or multiple times while waiting for parts to arrive. “We will get there fast; we do have great response time,” says Levin. “But we’d rather make sure when we get there, we’re prepared with the right parts and equipment so we can fix it the first visit.”
Improving the Service System
The MHS Lift team also proactively put new practices in place to minimize the impact of supply chain shortages and wait times on their customers. In order to get parts to customers across the Mid-Atlantic region faster, MHS Lift expanded its parts depots to seven locations. To keep those depots stocked, “it’s all hands on deck when the parts arrive at headquarters in the morning,” Levin explains. “Parts are unpacked by noon and delivered to their respective depots that afternoon.” The MHS service team spends more time and resources connecting with manufactures to secure parts, and hired an additional delivery driver. “All of these new protocols support our dedication to lowering that call-to-completion time. We picked up a whole day of time saved just by implementing these practices.”
And My Fleet 365 helps keep customers informed on the status of all parts, at all times.
“We add the ETA of every part – where it is exactly,” Levin says. “And we update it regularly. We hope we’re preventing customers the aggravation of having to call us, asking again and again when the part will be in – now they can check the portal and know exactly. They don’t have to feel like they’re in a black hole, not knowing when their equipment will be fixed.”
Connect with MHS Lift
Looking to track call-to-completion time for your warehouse service repairs? Submit a service request through My Fleet 365 and leave the rest to MHS Lift. Learn more about MHS Lift’s call-to-completion here:
Are you ready to talk about improving the level of service to your warehouse equipment? Give us a call at 1-877-647-9320.