On the 9th July 2015, Thomas Wagner, CEO of the DORMA Group officially opened the new DORMA Customer Contact Centre in Hitchin, Hertfordshire. The centre will play a fundamental role in the Service business moving forward – providing the highest levels of customer support to help maintain access all around the building.
The new DORMA Customer Contact Centre is one of many investments the company has made in its door service and maintenance business since its acquisition of Ascot Doors in 2013 - which allowed DORMA to expand its industrial door support and increase its national reach through regional branches to provide local support and knowledge, plus faster response times.
Since the acquisition, the integration process has led to the evolution of DORMA’s customer servicing offering to help customers maintain access all around their building and the new centre is integral to this. A dedicated freephone number directs customers to this single point of contact for all service calls, whatever the door type, including 24 hour emergency response, planned maintenance, contract administration and billing services.
A new telephone system and ServiceMAX field management software allows the centre team to quickly connect customer and engineer, responding to requirements efficiently for all door types. With 10 regional branches, calls to the centre are logged and sent to the relevant branch for action.
Craig Gilmour, Regional Director, at DORMA UK & Ireland commented: “When it comes to customer service – our aim is to exceed all expectations. The DORMA business is absolutely committed to innovation and reliability and we take pride in offering a single source for all door service requirements. Our new contact centre will play a vital role in the trusted, added value support we provide.”
DORMA’s service division is the leading and largest provider of door related services in the UK & Ireland and offers comprehensive service and maintenance across all makes, models and brands of doors for front and back of house applications. To contact the team call Tel: 0800 212 380 or E: firstname.lastname@example.org