heavy equipment
heavy equipment

UT Call : Serve You 24/7

Tuesday, July 08, 2014

UT Call is set up to address customer expextations promptly, responsively, and professionally. Call 021-500072 to cantact UT Call, a 24/7 customer service center. As background information, the last two digits in the phone number refer to the year 1972, when PT United Tractors Tbk (UT) was first established.

At present UT Call focuses on assisting 18 branches of UT, spread out from West to East Indonesia, by providing information related to small and medium-sized Komatsu machines, Scania, and UD Trucks as well as providing technical support that cannot be given promptly by the branches. An area of service not covered by UT Call is handling big machines problems, which is covered by Product Support Division of UT.

Unlike other companies, UT Call has innovated its customer service by splitting it into inbound and outbond services. Calls to the inbound service are handled by the call center agents, whereas the outbound service-now called telesales-focuses on giving out useful information to customers through various means of communication (campaigns). Apart form forwarding reminders about periodical service warranty, the outbound service also advertises new services as well as product and spare part promotions or discounts. Another UT Call innovation comes in the form of its connectivity to KOMTRAX (Komatsu Machine To Tracking Systerm), which relays a warning to UT Call regarding any irregularities encountered in customer's machines.

Since UT fully recognizes the importances of customers satisfaction, the company only employs reliable agents while utilizing two applications to cater to customer needs effectively: Contact Center and Help Desk. Professional and responsive agents in Contact Center efficiently react to customer complaints and needs based on One Time Service Level (First Call Resolution/FCR), which calculates the percentage of calls that were resolved during first contact. The second application of UT Call, the Help Desk, functions as a backup which deals with problems that cannot be solved by the Contact Center. Furthermore, UT Call applies the use of Service Level Resolution Ticket to ensure prompt attention to all neds and complaints.

At present UT Call has expanded as the contact center for PT Andalan Multi Kencana (AMK), one of UT subsidiares that provides commodity parts. The next target of UT Call is to become the contact center for the companys other subsidiaries within Astra Heavy Equipment, Mining, and Energy. Whith its professional and customer oriented services, UT Call is confident to achieve this target in the near future.

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